I requested to cancel an account for a SaaS product I use today.
The response I received is below.
Result?
I told them the reason I was leaving. Then they helped me solve the problem I had.
Not only am I staying with them, I brought Jeff onto the platform with me.
The expanded my account.
Was a little lucky. A late save on their part.
But when I cancelled they sought to learn **why.** And then addressed it.
How do you respond when someone requests a cancellation?
More importantly, how are you learning and responding to what your customers are thinking **BEFORE** they ask to cancel?
