SOP Library

Reading routes · 3 steps

A customer says they want to cancel.

Read in this order. A § sign is a numbered section on the page; each step opens at that section.

  1. SOP 132 · §3 Get them on the call Run the cancellation call get them on a call
  2. SOP 76 · §3 The exit interview: fee or feedback Design cancellation terms and the waived-fee offer the exit interview
  3. SOP 73 · §9 Before they cancel Feature-downsell customers before they cancel take out a feature before they cancel