HD Reliant

Why Did Your Customer Cancel Their Service?

If you don’t know the answer, ask them. I’m continually amazed at how often we don’t ask the customer (myself included, which is why I’m writing reminding myself and telling you about it too).

Just this morning a customer called and wanted to cancel a service we provide for them. Did I ask them right then and there? No. I just finished writing quick courtesy email notifying them that we followed through with the cancelation and their last invoice will be adjusted.

Furthermore, I ended with this request:

“If you could take a moment to let me know why you canceled your service with us, it would be much appreciated. We just like to know if it is because of something we did or didn’t do, that way we can continually improve our service.”

Sometimes a simple question will provide them an opportunity to let you know if you can do something better next time.