The cancellation is a receipt, not a decision

Most businesses date a lost customer by the day the paperwork arrived: which is rarely the day anything was actually decided.

By Steve 5 min read
Abstract bridge artwork for The cancellation is a receipt, not a decision

A customer cancels in March. The account team reviews what happened in March: a price increase went out, the account manager changed, a delivery slipped. Something in that month gets the blame, a save offer gets built for the next account that looks similar, and it doesn’t work. It doesn’t work because nothing was decided in March. March is when the notice period allowed the decision to become visible. The decision itself was probably made in November, by a person who may no longer be in the conversation, for reasons…

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Important: General information only. Rialto Bridge articles describe patterns and considerations that may apply to a business; they are not financial, legal, tax or accounting advice, and they take no account of your particular circumstances. Consider your own situation and seek advice from a qualified professional before acting.

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