This is to help streamline the cancellation conversation when clients are cancelling. Use these questions and corresponding responses to ensure consistency with retention calls and to have a smooth and focused conversation. It’s important to focus on the main reason the client is cancelling when going through these flows. The more information we can get from the client as to why they’d like to cancel their response, the better. This is how we can improve and grow as a company.
- Confirm who is on the phone when speaking with the client - account should be pulled up - no need to ask who is calling again
- Why are you looking to cancel your website with us?
Financial Reasons / Too Expensive / In House Staff / Cost
- Offer discount when applicable
- “I noticed you haven’t gotten our most recent promotion of XYZ. Let me apply that to your account to lower your monthly charge”
- Explain having the benefit of having a website
- Are there any additional marketing packages they can downgrade or remove?
- SM Full -> SM lite (If you’re not taking advantage of the custom posting we provide, we can downgrade your social media package to no custom posting and 2 posts a week on your Facebook page)
- Listings Pro Price - (if they're paying 99.95, we can lower their price if they'd like to keep the product)
- Are they going somewhere else? What is the new company doing that we cannot?
- If a “free service” (Wix, Wordpress, etc.)
- Let client know that these companies do not provide content to start like we do - they will have to start from scratch for their services and technologies
- We provide unlimited support and can make custom design edits
- Ask them for honest feedback - was there anything they wished we could have done during the lifetime of them being with us? Could we have done anything differently/better?
- Mention we archive the website if they’d like to ever re-signup
No Value / No ROI / Don’t need a website
- How long has the client been with us? Need to set realistic expectations of SEO timeline.
- What was the client expecting from us? What was their timeframe?
- Check their rankings for their keywords and main location
- Check their website hits in admin or portal
- Pitch ancillary products that can help them best
- Bring up call tracking - they could be getting calls from the website and just not know it
- Explain the importance of having a website
- Are they going somewhere else? What is the new company doing that we cannot?
- Mention we archive the website if they’d like to ever re-signup
- Mention they can keep SM / Blogs if they’d like
Limitations / Performance
- Ask the client what we could have done differently
- Are they going somewhere else? What is the new company doing that we cannot?
- Let client know we can customize their site. “Can I send you some client examples of what we can do before you make your decision? We want to work with you to get your website as best as it can be” (*will provide email with site examples - always check sites before sending email to ensure sites are live)
- Ask them for honest feedback - was there anything they wished we could have done during the lifetime of them being with us? Could we have done anything differently/better?
- Mention we archive the website if they’d like to ever re-signup
- Mention they can keep SM / Blogs if they’d like
Practice Closing / Practice Merger / Practice Sale / Retiring
- Are you selling your practice? To who?
- Would you like to transfer ownership? Once you fill out the form, we will then remove your billing information and contact the new doctor to get the website up and running with their information.
- If client is closing/not selling/retiring (not selling)
- Thank them for being a valued client of ours
- Ask them for honest feedback - was there anything they wished we could have done during the lifetime of them being with us? Could we have done anything differently/better?
No Reason/Unresponsive
- Ask them for honest feedback - was there anything they wished we could have done during the lifetime of them being with us? Could we have done anything differently/better?
- Are they going somewhere else? What is the new company doing that we cannot?
- If a “free service” (Wix, Wordpress, etc.)
- Let client know that these companies do not provide content to start like we do - they will have to start from scratch for their services and technologies
- We provide unlimited support and can make custom design edits
- Mention we archive the website if they’d like to ever re-signup
- Mention they can keep SM / Blogs if they’d like