6/29/23
Topic: Why Cancels Are the Key to Growth
Guest: Dan Gordon & Donnie Shelton
In this episode we discuss:
What prompted this episode
Why it becomes difficult to "outsell" your cancels as you grow
How you will reach a point where you can't grow any more unless you reduce your cancel rate
How Donnie measures cancels and an average cancel rate
Another way to measure cancels according to Dan
The most common reasons for cancellations and why it's important to track them
Strategies for managing cancels
Why you should empower your front line to retain clients
How to implement a "proactive save"
Not giving clients reasons to cancel with unnecessary communication
Resources mentioned:
Donnie's "Why You Can't Outgrow Cancels" spreadsheet example
Notable: "As your accounts go up, if you maintain a standard cancel rate, eventually you will hit a size where you simply cannot outsell your cancels." —Donnie Shelton
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