I call today’s idea the Unhappy Customer Exit Interview.
Seeing a customer leave is never a fun experience. When unhappy customers leave, you have to be able to put aside any personal feelings you might have and recognise the situation as an opportunity to learn. f you want to improve your customer experience and retention over time, make a habit of conducting exit interviews with customers who have made the decision to walk away.
Here’s my 3-steps to nailing an Exit Interview:
Pro-Tip: If the customer gets angry or overly negative, don’t take it personally. Don’t get in an argument with them, don’t try and provide your side of the story … just smile and thank them. Once you’ve got your cool back, then figure out what improvements you can make to avoid losing another customer under the same circumstances.
That’s my 3-steps to nailing Exit Interviews.
To help you bring this low-cost marketing idea to life, here’s some additional resources:
As always, you’ll find more marketing inspiration in my popular marketing text The Boomerang Effect.
So, what have you got to lose?