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Most people cancel with “not using it anymore,” but that’s never the real reason. I’m trying to find out why they actually cancel, but I’m getting no responses. Here’s an example of an email I sent. Has anyone had success with this? Would love feedback!

6/10/26, 4:02 pm0 reposts3 likes

Jeroen ✦ 91→

@jeroen.wtf

I'm socially awkward so take it with a grain of salt 😄 I wouldn't include the sorry part because makes it look like you did something not right and a lot of times it's nothing about that (and I feel already bad if I cancel a service ran by one person or a small team).

Jeroen ✦ 91→

@jeroen.wtf

And I would rephrase the feedback question to simply something in the line of "is there something we can improve?" and not necessarily tie it to the cancellation, as it can be unrelated. Long story short, make it more positive. Again, I'm super weird and I'm a dev, so zero marketing skills 🫠

Joseph Fung

@josephfung.bsky.social

I've had success asking "What's the 1 thing I could do to keep your business?" Gives you a clear sol'n, opens door to a convo, and moves cognitive load from them to you. It can be hard to split the nuances of "missing feature" vs "high cost" etc. This gets them thinking about staying instead

Michael Koper

@michaelkoper.com

I ended up, sending an automatic email 5 minutes after they canceled, so hopefully with some more luck. And a $100 offer if they take a call with me (must be churned older account for that)

Jason Cohen

@asmartbear.com

Yeah, because they're already gone, at least mentally. Have to catch them when the usage metrics show they're fading, but when they haven't yet faded. Try reaching out in channels other than email. AI can find their socials for example.

Michael Koper

@michaelkoper.com

Thanks Jason! I'll do that. I did reread the 'And after all that, they left' chapter yesterday to prepare for this! I also show the fading accounts in my admin panel so I can reach out and hopefully have more luck understanding why they do use Nusii less.

Jason Cohen

@asmartbear.com

OH nice! The first chapter on cancels also has lots of ideas and examples of how to answer "why did they cancel."