Most people see a paying user cancel, get mad or bummed out, and move on.
But this is actually one of your best opportunities to learn from your customers, improve your product, and increase your retention.
All you need is one email:
The “Why Did You Cancel?” Email
The idea is super simple:
The moment someone cancels, you automatically send them an email asking one thing:
“Why did you cancel?”
3 reasons why I love this tactic:
You show people you care - very subtle benefit, but it can go a long way in building up your brand and reputation
You get real feedback instead of just guessing - which allows you to make a more informed decision about what to fix in your product (or your funnel)
It can lead to deeper, more personal conversations with customers - which can in turn lead to saving some of those customers
Now, if you want to give this a try…
Here’s an example, some tips, and AI prompt
First, the tips:
Send it right after someone has canceled
Create curiosity in the subject line
Keep it short and to the point (150-200 words is usually great)
Make it sound as human as possible
Give people a reason to share their feedback
Now, the last one seems small but it’s actually very important.
Because it’s been shown that people are more likely to take you up on a request or a favor if you give them a reason for doing so (that’s a little tactical nugget from Robert Cialdini’s book Influence, by the way).
Here’s an example of a good “Why Did You Cancel?” email I found in my inbox recently:
Now, knowing what makes this email work is one thing.
Actually writing it is another.
So I put together an AI prompt that writes the whole thing for you in a fraction of the time.
The Prompt
Give this to your favorite AI tool and it’ll ask you a few questions about your offer, then it’ll generate the full email (following all the tips and best practices outlined here) along with 5 different subject lines you can choose from:
