After 2 years of partnership, they chose a competitor. My first instinct? Defend our pricing, our service, our value proposition.
But here's what 15 years in this business has taught me: Every lost customer is a masterclass in disguise.
So, instead of making excuses, we did this:
- Scheduled an honest exit interview (they said yes)
- Asked specific questions about where we fell short
- Listened without interrupting or justifying
- Documented every piece of feedback
The uncomfortable truth they shared: Our onboarding felt rushed. Our monthly check-ins became transactional. We solved their immediate problems but never explored their bigger goals.
What we're changing:
✓ Extending our onboarding timeline by 50%
✓ Adding quarterly strategy reviews (not just status updates)
✓ Training our team to ask "What success looks like 12 months from now?"
The reality: Not every customer is meant to stay forever. But every departure should make us better.
Sometimes, the most valuable feedback comes from those walking away. The question isn't whether you'll lose customers—it's whether you'll learn from it.
