Chapter 5

When customers leave, does anyone ask why?

Khách rời đi có ai thật sự hỏi vì sao?

The chapter's question

Why did the customer who just left really leave?

Big idea

Departing customers are the most expensive source of information a company has, and usually nobody asks.

In this chapter

  1. Part 5.1

    Who to Ask and When

    How long after their decision do I ask the reason?

  2. Part 5.2

    The Recorded and Real Reason

    Am I recording everything as lost on price?

  3. Part 5.3

    Leaving the Door Open

    What is the last thing I say to a departing customer?

  4. Part 5.4

    Win-Backs

    After how long is getting back in touch sensible?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of Your Easiest Revenue is free to read right here.

Read in Conan School

Chapters of Your Easiest Revenue

  1. 1.Do I know my customers, or just remember selling?
  2. 2.Do I call old customers for them, or quota?
  3. 3.Is upselling helping customers or squeezing them?
  4. 4.Is a renewal really decided in the final week?
  5. 5.When customers leave, does anyone ask why?