Eddie Hartman

But then once you've done that, suddenly you have a new problem, and the problem isn't sales.

The problem is retention.

keeping people in the subscriptions or potentially expanding the accounts.

And they think they can get a better deal elsewhere in the market.

Great, that's price and you.

Like, how do you do that?

It might be value in them.

I'll tell everybody, if you wait until the moment that they're canceling, it's like going to the dentist when your tooth is about to fall out, right?

They might have said, you know what?

We're full up.

We did what we thought it was going to do and now we don't need anything more.

And then in that situation, you can say, great, but did you know we do more than just that?

Instead, when you onboard people, when you bring them in, they're never going to be happier with you.

If you don't say how did they go from yes to cancel, right, if you don't map that out, you're doing yourself a disservice and you're cheating yourself of an opportunity to de-risk accounts.

than at the moment that they sign and say yes, right?

So ask them all the data, all the information, ask them where are they going?

Like, what do they want to do next?

Set appointments to check in with them if you can.

I like to say stop the churn before it happens.

That's your kind of service.