[terrellm]

I sell a SaaS product with an average price of around $18/month. We (my wife and I) aren't afraid to pick up the phone and call someone... even if it means finding their phone number on a website or online phone book.

The typical account expired / billing problem call is usually along the lines of the customer saying something like "I got your emails and have been meaning to get my billing info updated... can you help me with that now?". Customer saved, churn rate decreased, customer lifetime value increased.

The occasional cancellation request call often starts with us saying "I understand you had some questions about [our product]. How can I help you?". Next, the customer says "I like your product but it [was too expensive / did not have feature X / seemed hard to use] and I want to cancel." We always agree to honor the request but also add a "well did you know...". Our save rate is over 75%. Again customer saved, churn rate decreased, customer lifetime value increased.

If a customer took the time to sign up for your product, try it out, and maybe even give you money... they recognize they have a problem that needs solving. Sometimes a personal call can be a great way to help a customer find a solution to their problem.

I can't recall the last time we had someone be anything but appreciative when we called them. The world moves so fast nowadays and life gets in the way, so people can easily become distracted. A little personal touch can sometimes go a long way.