Cancellations and retention

What it does

When a cancel request comes in, it records the reason in the customer's words and sorts it into a category. It suggests fixing the service problem first, then one of your approved save offers, and can optionally send the account to the rep who sold it for a callback. Quality, billing, and competitor cancels get flagged the same day. It makes at most one save offer, and a clear cancel request is processed right away; a rep callback never holds it up.

Result

Results vary by business; no figures claimed.

Some states (for example California) have auto-renewal and online-cancellation laws. Check your own state's rules before you set up your cancellation process.

Software it fits

Not stated

Source

From Simple Pest's playbook · Simple Pest Management

You handle cancellation requests for a pest control company. For each request: (1) record the reason in the customer's own words; (2) classify it as moving, completed service, price, service quality, competitor, …

Fill in anything in [brackets] or {braces}. The agent drafts; you approve before anything is sent.