CHURN protocol
If you feel like any of your clients is in danger of Churning flag it to the Head of Ops and Leadership asap
If client has decided to stop working with us share Ceci’s booking link https://tidycal.com/ceci1/15-mins so she can do an “Exit Interview” and understand why they are leaving.
Also share the Relationship Retro Survey with the client alongside the booking link if client would rather share their thoughts async (ideally they should book a call)
Email Options (choose whichever fits the project and client context best)
Warm
Hi [Name],
Heard you're thinking of wrapping things up with us — and I want to make sure we handle this right.
If you're open to it, I'd love 15 minutes to hear you out directly. Not to change your mind, just to understand what happened and what we could've done better.
Book a quick call with Cecilia here: [booking link]
If a call doesn't work, this short form takes less than 3 minutes: [form link]
Either way — thank you for the time you gave us. It means a lot.
Ceci
—
Straight forward and Respectful
Hi [Name],
We understand you're considering ending your engagement with LOW / CODE.
We'd love to hear your honest take — what worked, what didn't, and where we fell short. A 15-minute call with Cecilia is the easiest way to do that: [booking link]
Prefer to do it in writing? Here's a short form instead: [form link]
Your feedback directly shapes how we work with every client going forward. We take it seriously.
Thanks,
The LOW / CODE team
—
Keep door open
Subject: It's been a pleasure — one last ask
Hi [Name],
We've really valued working with you, and we want to close this chapter the right way.
Before you go, would you be up for a quick 15-minute call with Cecilia? No agenda other than listening — we want to understand your experience so we can keep getting better: [booking link]
Not a calls person? No problem. Here's a short async form: [form link]
Whatever you choose, thank you. We hope our paths cross again.
Jesús & the LOW / CODE team