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Be polite, even when the customer drops you

Just because I’m not doing business with you today doesn’t mean I won’t be back tomorrow. How you end the relationship with a customer makes a big difference on whether they’ll be back — and what they’ll tell their friends.

Bad example: Most gyms will fight you when you try to cancel, including penalties, fines, and pressure. Which is dumb, because there’s a good chance you’ll resume working out in a few months. A bad exit experience guarantees a bad review to your friends, even if you liked the experience when you were a customer.

Good example: Uninstall Google’s browser and it’ll offer to change your default settings to a competing product. Polite and appreciated!


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