Seems that my Inbox has been overflowing lately, so I am working to unsubscribe to mailings in the hopes of cutting down on volume.  A colleague of mine is doing the same.  

But instead of the blah, generic “we’re sorry to see you go” auto-announcement when she unsubscribed to Formstack, she received an email with a video of the Lion King’s Pumbaa and Timon crying to see her go.  And should she be swayed into staying because of the cute farewell, they also subtly ask: “How about a second chance?” and give her easy links to reconnect.  It is brilliant.

I have never heard of Formstack, but I am ready to sign up just so I can leave them!  

All of our organizations can take a lesson from Formstack on how to end a customer relationship gracefully.  It may be your last opportunity to make a positive impression on this client; don’t waste it with a canned reply that looks like every other “unsubscribe” message.  You never know when your departing customer may need you again or be asked for a referral.  Best to have a “wow” as their last memory of you.

— beth triplett

Thank you to Amy for making today’s blog easy to write!

About the Author leadership dots by dr. beth triplett

Dr. beth triplett is the owner of leadership dots, offering coaching, training and consulting for new supervisors. She also shares daily lessons on her leadershipdots blog. Her work is based on the leadership dots philosophy that change happens through the intentional connecting of small steps in the short term to the big picture in the long term.

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