Acknowledge & Align – Make Them Feel Heard

"Hey [First Name], thanks for taking a few minutes to chat. I saw your request to [cancel/downgrade] and wanted to check in personally.

Before we process anything, I just wanted to understand—how has your experience been so far? What’s worked well for you, and what hasn’t?"

Let them talk. Listen fully before responding. The goal here is to understand, not defend.

Understand the Why – Dig Into the Real Issue

"Got it. That makes sense. Just so I understand—what’s the biggest reason you’re thinking about leaving?"

• If cost is the issue: "Totally understand budgets are tight. Can I ask—have you been able to see ROI from using [product] so far?"

• If lack of use is the issue: "I hear you. A lot of customers feel this way at first, but when they [use key feature], it tends to click. Have you had a chance to try that?"

• If switching to a competitor: "That’s fair. What specifically drew you to them? I’d love to understand what they’re offering that we’re missing."

Present a Solution – Fix the Core Problem

"Here’s what I think might help:

[Offer a targeted solution based on their concern: discounted plan, hands-on onboarding, feature walkthrough, custom support, etc.]

Would that solve the challenge you’re facing?"

Offer a Low-Lift Commitment – Make It Easy to Stay

"How about this—before fully canceling, why don’t we [extend trial, offer a one-month discount, provide personal setup]? That way, you can test if [solution] actually helps without making a final decision today."

Give them an easy way to stay—zero pressure, just a low-friction offer.

Reconfirm Value & Close – End on a Strong Note

"At the end of the day, I want to make sure [Product Name] is actually valuable for you. If we can find a way to make it work, amazing. If not, I completely respect your decision.

Let me know what feels right for you, and either way, I really appreciate you giving us a shot."

Leave them feeling heard, respected, and in control of the decision.