When a customer wants to leave.
WHAT TO DO FIRST
Process it, unless they asked for something else.
WHY
Making cancellation difficult produces complaints, chargebacks and public anger.
WHAT TO ASK
Why, once, respectfully.
WHY ASK AT ALL
It is the most accurate feedback available.
WHAT NOT TO DO
Require a phone call Bury the option Ignore the request and hope
WHY THOSE ARE COUNTERPRODUCTIVE
They convert a neutral departure into a bad opinion, publicly expressed.
WHAT TO OFFER, IF ANYTHING
A solution to the stated reason, where one exists.
WHAT TO AVOID
A discount that only delays the decision.
WHY
It postpones churn without addressing it.
WHAT TO CONFIRM
When service ends What happens to their data How to retrieve it
WHY DATA MATTERS MOST
It is their property, and withholding it damages you permanently.
WHAT TO PROVIDE
An export, and a period to collect it.
WHAT TO DO ABOUT REFUNDS
Apply the policy consistently.
WHAT TO SAY AT THE END
That they are welcome back.
WHY
Some return, and all of them talk.
WHAT TO RECORD
The reason, categorised.
WHAT TO REVIEW
Those reasons, monthly.
