Your stomach drops a little when you imagine asking for a discount—like you’re being “difficult.” You’re not. You’re being a long-term customer who’s checking whether your price still matches your loyalty.
And companies expect this conversation. In fact, many businesses know it’s far cheaper to keep a customer than replace one: Harvard Business Review notes that acquiring a new customer can cost five to 25 times more than retaining an existing one, and cites Bain research that a 5% increase in retention can increase profits by 25% to 95% (HBR). That’s why “loyalty offers” exist—often, you just have to ask.
Here’s the script. Use it as-is.
The simple loyalty discount script (say this first)
Phone (30 seconds):
“Hi—quick question. I’ve been a customer since [date], and I like the service. My price is now [amount]/[billing period], and I’m reviewing my budget. Can you check if there’s a loyalty discount, promotional rate, or plan change available to lower my bill?”
If you want to sound even more confident:
“I’d prefer to stay, but I need the price to come down. What’s the best rate you can offer for an existing customer?”
Before you call (2 minutes of prep that changes everything)
You don’t need a speech. You need three facts you can calmly repeat:
- Your loyalty: “Customer since [date].”
- Your ask: “Lower monthly cost” (not a dramatic story).
- Your alternative: “I’m considering switching/downgrading” (even if you’re only considering it).
If you use Monee (or any tracking method), this is the perfect line because it’s factual, not emotional:
“I looked at my spending and noticed this bill has climbed. I’m tightening things up.”
Chat script (copy/paste)
“Hi! I’m reviewing my budget and noticed my bill is now [amount]/[billing period]. I’ve been a customer since [date]. Can you see if there’s a loyalty discount or a better plan available for existing customers?”
If they ask why:
“Prices have gone up and I’m comparing options. I’d like to stay if you can reduce the rate.”
Email script (with subject lines)
Subject options:
- “Request: loyalty discount / lower rate”
- “Account review: better rate available?”
- “Existing customer—pricing help”
Email body:
Hello,
I’ve been a customer since [date] and I’m reviewing my monthly expenses. My current price is [amount]/[billing period]. Are there any loyalty discounts, promotional rates, or plan options available to reduce my bill while keeping similar service?
Thank you,
[Your name]
[Account ID]
“If they say X, you say Y” (the most common pushbacks)
1) “We don’t have loyalty discounts.”
“Thanks for checking. In that case, can you look for any retention offers, plan adjustments, or credits that would lower the monthly cost?”
2) “That promotion is only for new customers.”
“I understand. Since I’ve been here since [date], is there an equivalent offer for existing customers? If not, what’s the closest option you can apply to my account today?”
3) “The best I can do is [small improvement].”
“Okay—if that’s the best on this plan, what are my options to get a lower monthly price? For example: a different tier, removing add-ons, or a longer-term rate lock?”
4) “You’ll have to cancel to get a better deal.”
“Before I make that decision, can you transfer me to the retention/loyalty team or a supervisor who can review pricing options?”
(Use that calmly. You’re not threatening. You’re escalating to the right department.)
What to ask for (without naming a specific number)
You’re aiming for an outcome, not a fight:
- “A lower monthly rate”
- “A loyalty discount”
- “A promotional rate applied to my existing account”
- “A credit that reduces my next bill”
- “A plan change that lowers cost with minimal service change”
- “A fee waived” (activation, upgrade, late fee—if relevant)
If the first try doesn’t work (your plan B)
- Ask for the rule, not the opinion:
“What criteria determines eligibility for a loyalty discount—tenure, payment history, plan type?” - Ask for the timing:
“When do new offers refresh? Is there a best day of the month to check again?” - Try one more channel:
If phone fails, try chat (or vice versa). Different agents, different discretion. - Use the reality companies are dealing with:
Many customers are more price-sensitive right now, and brands know trust is fragile around pricing. A 2024 Gartner survey found 68% of consumers feel taken advantage of when brands use dynamic pricing (Gartner). As Gartner’s Kate Muhl put it: “While inflation may have eased, suspicion and frustration have not.” (Same source.)
You don’t need to cite this on the call—just let it remind you: your request is normal.
A steady closing line (so you don’t overtalk)
When they offer anything, pause and say:
“Thank you. Can you confirm the new rate, when it starts, how long it lasts, and whether anything else on my account changes?”
Then stop. Let them do the work.
You’re not asking for a favor. You’re asking for a fair reason to stay.
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