Ep 112: Not All Cancellations are Bad

Apr 9

Not All Cancellations are Bad

I recently had a client cancel my RETAIN group consulting program, but I don't see it as a bad thing. In this episode, I discuss why we need to think differently about cancellations and how they can actually be seen as graduations. While you listen to this episode, pay attention to these key takeaways.

Mindset Shift:

We often view cancellations as negative, but not all cancellations are bad. Just like in sales, our job is to provide information and support the decision that's best for the client, even if it means leaving the program. By approaching cancellations ethically, we can ensure that we are prioritizing the client's needs and helping them make the right decision for themselves.

Graduation vs. Cancellation:

Some cancellations are actually graduations. For example, if a client has consistently achieved their desired results and no longer needs the program, it's a reason to celebrate rather than grieve the cancellation. By recognizing these graduations, we can shift our perspective and focus on the positive impact we've had on their journey.

Referral Potential:

By acknowledging and celebrating graduations, we can create a positive experience for clients leaving the program. This can lead to them referring others and speaking highly of our program, even after they've graduated. For instance, if a client has achieved significant success in their business through our coaching program, they may be more likely to recommend it to their peers who are seeking similar growth.

Assessing Cancellations:

It's important to analyze cancellation data to identify graduations. Look at factors such as progress made in the program, length of time in the program, and direct feedback from clients. This helps us understand our ability to get people results. For example, if a client cancels after being in the program for a significant amount of time and provides feedback about how they have achieved their goals and no longer need the program, it indicates a graduation rather than a negative cancellation.

Retention Rate Impact:

Recognizing graduations separately from cancellations allows us to accurately assess our retention rate. It helps us determine if we're effectively helping clients achieve their goals and if any adjustments need to be made to our cancellation process. For instance, if we notice a high percentage of graduations compared to cancellations, it indicates that our program is successful in delivering the desired outcomes and creating satisfied clients.

Changing your Cancellation View:

Viewing cancellations as graduations can shift our perspective and create a more positive experience for clients. By acknowledging their achievements and providing support even after they've left, we can foster a community of advocates who continue to refer others. To delve deeper into this topic, I encourage you to listen to the full podcast episode.

If you want to rethink your cancellation process, become a member of my RETAIN program. This is one of the many things we work through as a group, to make your customer experience the best it can be.