Analyze what you know

Ask yourself these questions:

  • Do you know the reason why your customer is canceling?
  • Is this a surprise for you or do you already know the issue?
  • Can the issue be solved?

You know the issue and the reason why they are churning out, look deeper—why weren’t you able to get in front of the issue earlier, what attempts to solve have you already made, and consider what you haven’t already tried.