by Effie Moore Salem

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

Although disheartening, customers have the right to cancel services for what ever reason but when many begin cancelling management wonders why. How do businesses go about finding out if their customers are unhappy with their phone service, their cable service, or their home security service or whatever? Should they ask them directly why or should they cancel the service as requested and indirectly go about finding out what their competitors are doing that they are not doing?

I initially opt for the latter opinion. No one wants to cancel a service only to find an argumentative and pushy salesperson objecting. If you are not doing the right thing you will later find that out on your own when you try another service that is inferior. A far better business approach would be follow up call politely done or a letter of regret asking previous customers to fill in a few questions - with a no-postage-needed envelope - would be acceptable.

Emails may not work. They probably will never be read and the person to whom they are addressed will most likely be doubly annoyed at this second intervention to salvage a lost account. This will especially be so if the worker attempted to talk the previous customer from cancelling their service. Most people cancelling are fed up with the service and they are in no mood to listen to whatever a fast-talking sales person has to offer.

I reiterate: It is best to see if the complaint is legitimate and to see if others are having the same complaint and to go about changing whatever needs to be changed other than simply trying to keep customers from cancelling. If a salesperson senses that the customer is easy going and helpful and not irritated and will listen, it is probably okay to politely and sincerely ask for reasons. But make the first priority not to further aggravate the canceller. Whatever approach is taken, simply cancel, ask politely why, or briefly talk about performance, it will need be taken sincerely and be in good taste. First salespersons need to show the other human on the other side of the line, or counter, that they matter and only their satisfaction is important. Company matters must remain secondary.

Of course, other approaches, if cautiously tried, could work. Trying to bribe the customer to stay by giving a reward may work if it is done by way of restitution rather than as an outright bribe. There is far too much of this going on and while consumers like to save money and may opt for a lower deal, in their minds

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