Overlooked Gems in those Cancellations
Hi Warriors,
Just wanted to share a quick story this evening about an email I rec'd this weekend. One of my customers from a membership site I run, emailed me and cancelled his subscription. He was a fairly new member (only one month) and I emailed him back with an confirmation that he would not be rebilled and then asked him if he'd mind sharing his opinion about the membership and let me know why he cancelled.... Was there anything that was lacking in our program, I asked, and what could could we do better? I got an interesting response back from the customer when he emailed back and said that out of several monthly memberships that he had to cancel this weekend, I was the only person who asked him for his opinion on "why" he was not continuing the membership. Turns out that his cancelling had nothing to do with the membership, but he was going to be sent on an assignment overseas where he would have very limited time and access to the Internet, but had every intention of re-subscribing to our membership program upon his return and shared some great ideas that I can implement next week about introducing our services to some other potential customers. To top it off, when I checked email tonight, I got 7 new subscribers who were all referred from my "cancelling" member.
Anyway, just some food for thought. If we as Warriors, have a member cancel or not continue with our services, at the very least shouldn't we all be asking them "Why" they cancelled...and what we can do to improve? There is gold in the hills if we just remember to look for it.
Hope you all had a great weekend!
Just wanted to share a quick story this evening about an email I rec'd this weekend. One of my customers from a membership site I run, emailed me and cancelled his subscription. He was a fairly new member (only one month) and I emailed him back with an confirmation that he would not be rebilled and then asked him if he'd mind sharing his opinion about the membership and let me know why he cancelled.... Was there anything that was lacking in our program, I asked, and what could could we do better? I got an interesting response back from the customer when he emailed back and said that out of several monthly memberships that he had to cancel this weekend, I was the only person who asked him for his opinion on "why" he was not continuing the membership. Turns out that his cancelling had nothing to do with the membership, but he was going to be sent on an assignment overseas where he would have very limited time and access to the Internet, but had every intention of re-subscribing to our membership program upon his return and shared some great ideas that I can implement next week about introducing our services to some other potential customers. To top it off, when I checked email tonight, I got 7 new subscribers who were all referred from my "cancelling" member.
Anyway, just some food for thought. If we as Warriors, have a member cancel or not continue with our services, at the very least shouldn't we all be asking them "Why" they cancelled...and what we can do to improve? There is gold in the hills if we just remember to look for it.
Hope you all had a great weekend!
Daniel Molano - LinkedIn Profile