by Marla Hansen

Created on: September 29, 2009   Last Updated: October 06, 2009

You have spent a lot of time building your client base. Maintaining that base is essential to your business and easier than rebuilding. So what do you do when customers call to cancel their service with your company? One important factor is having a plan in place before that first call comes in.

MAKE IT PERSONAL

Customers more often remain with a company they feel personally connected to than one where they feel they are just another number. Build rapport with each customer. This is often as simple as showing common courtesies such as using please and thank you. Take personal responsibility to see that the needs and concerns of your client are met. Avoid transferring the call, blaming the customer for the problem or any negative attitude or words that might make the caller more likely to shut down communication.

GIVE ASSURANCE OF HELP

Let the customer know you are actively listening to them. Repeat back to them what you have heard as their stated concern or need. If you don't have an answer or solution to their problem,let the client know you will find one, then do it. Never make promises you cannot keep.

ISOLATE THE MAIN CONCERN

Many times the stated reason for cancellation is not the actual root cause. Ask probing questions politely, always with the understanding that your goal is to problem solve for the customer. What is motivating the cancellation? How were they using the service and what first brought them to your company? What will they use in place of the service if they do cancel?

EMPATHIZE

Many times a cancellation will be the product of frustration and a feeling of not being heard. Put yourself in the customers shoes. Let them know you can understand their frustration or situation. Again, reassure them of your commitment to finding a workable solution. It is crucial that any offers of help always be truthful and accurate.

PROBLEM SOLVE

Most cancellations are nothing more than a problem needing a solution. This is your opportunity to problem solve and shine. Look for solutions that offer the best customer satisfaction. Remember when offering solutions to customers, always balance them with the needs of the business.

OPEN DOOR

The obvious goal is to retain your customer however in the instance where that is not possible, always leave the door wide open for them to return. The best way to do that is by following the golden rule as stated above. Treat others the way you wish to be treated. In doing so, not only will the probability of your client eventually returning be higher but the word of mouth regarding your business will always be worth repeating.

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