When a customer says "I want to cancel," ask one question first
When a customer tells you they want to cancel, it's tempting to say "no problem" and process it. Before you do, ask one honest question: "Can I ask what's changed?"
Then listen. The answer usually falls into one of a few buckets: price, not using it enough, a problem you didn't know about, or their needs moved on. Each one has a different fix. A price worry might mean a smaller plan or a pause. Low use might mean a quick walkthrough. A problem might just need fixing, fast.
Sometimes they'll still leave, and that's fine. Thank them, make it easy, and leave the door open. You'll still have learned something that helps you keep the next customer.
Want the exact words for these conversations? See the Renewal & Account-Save Playbook.