Handling cancelations
31 Jul, 2020

We’ve all got our guard up. Constantly.

And with good reason!

I just handled my first cancelation at Pinwheel today. It was sad.

Just like in sales you can close the deal by saying “I don’t think this really works for you because…” and watch them argue you into that there’s value there.

So the same, resisting helping a customer leave only makes things worse! And sometimes, you can turn one around when you start by beating them to the punch.

  • “I want to cancel.”
  • “You bet! Let me help with that right away. What’s your account info?” (beat them to the punch—you’re on your way to cancel, with no resistance)
  • “While I pull it up, do you mind sharing what went wrong?” (use “wrong” as emotional language to let them know it’s okay that they can use emotional language and say what they really mean!)
  • Hear them out. Everyone wants to be heard. “That’s beyond frustrating. What else?”
  • Pick up the pieces 🙂 You’ll know what to do.

P.S. turns out grandparents shouldn’t order “healthy devices” for their grandchildren and mail it to Mom without permission 😉

Share with your network:

More to explore

Turning molehills into mountains

When someone in another department brings you an issue it’s best to: Resolve the issue, of course. And be the one to search for whether that issue is systemic or a one-off. And communicate back to those affected the results of your finding.And create a project...

read more

Let’s renegotiate

Many people fear that word “negotiate.” Because it means “someone trying to take something from me and me trying to keep that from happening.” That’s not negotiation! Negotiation is more like two people finding value by exploring the said...

read more

Will this work? For which clients…

I just helped someone with a huge barrage of pricing questions. Here’s what I found the answers kept boiling down to: When you lock in on a pricing strategy you lock in on a client type. Is your product or service perfect for the discount-hunter, the...

read more


Family tech, neuroscience, communication, product management, growth

A synthesizer of neuroscience, classical rhetoric, philosophy, 5,000+ hours at whiteboards, high stakes presentations, Fortune 10 consulting, and startup growth.

Copyright © 2020 Isaiah McPeak