A Client Wants to Cancel — Save the Account

Le scénario

A long-standing client has scheduled a call to discuss "their account." You suspect they want to cancel. Listen to their concerns, acknowledge the problems, and try to save the relationship — but only offer what you can actually deliver.<br />

Expressions cibles

• "I appreciate you being honest with me"<br />
• "I understand your frustration"<br />
• "Could you tell me specifically what has not been working?"<br />
• "Here is what I would like to propose..."<br />
• "We are committed to making this right"<br />
• "What would it take for you to give us another chance?"<br />
• "I would rather lose a battle than lose a partner"<br />