Resist the easy way forward: TRY AND SAVE THE ACCOUNT using these steps. It's not easy to turn an angry customer around, but try anyway!
How To Save An Angry Account From Canceling
Tips on saving accounts from canceling.
Acknowledge Cancellation Request: Confirm receipt of the client's cancellation request via email or phone.
Schedule a Meeting: Arrange a final meeting with the client to discuss their reasons for cancellation and any final feedback.
Review Contract Terms: Check the service agreement for any specific terms related to account cancellation (Example: 6 month agreement). Be ready to de-escalate!
Document Reasons for Cancellation: Record the client’s reasons for leaving and post the notes to the customer's Slack channel, as this can provide valuable insights for future improvements.
Complete Billing Request Form: Send a billing request to make sure the client is not billed again.
Outstanding Payments: Follow up on any outstanding payments before account closure.
Refund Processing: If applicable, process any refunds as per the agency’s policy.
Deactivate Account: Ensure that access to Topline and associated tools are revoked appropriately. This should happen automatically
Clickup Projects: Make sure all outstanding projects are closed out in Clickup.
Ad Management: Make sure a ClickUp task is sent to the ads team to pause all campaigns and stop any recurring ad spend.
Confirm Closure: Send a confirmation email to the client confirming that their account has been closed and all services have been terminated.
Feedback Analysis: Conduct an internal review and present it to Joey to discuss the client's feedback and identify any areas for improvement. Let's make Topline better!
Thank You Note: Send a personalized thank you note/email appreciating their business and partnership. (Possible Optimization, using Mailfold to send a hand written thank you note)
Team Debrief: Arrange a meeting with your Digital Marketing Coordinator (Or relevant person) to discuss the cancellation and share learning points.
