Some company leaders think they’re being clever by adding friction to cancelation requests, hoping that a difficult exit means a little more recurring revenue.
I’ve lived that playbook firsthand — it took me 1 hour and 45 minutes just to cancel my account with a major VOIP provider. I was polite, clear, and persistent. But the system was designed to stall me: multiple reps, circular questioning, unexplained delays, and empty promises about retrieving my own data.
Here’s the real lesson for executives: these tactics don’t retain customers — they infuriate them.
Yes, you might squeeze out an extra month or two of subscription fees. But those customers already made their decision. The friction you add just ensures they leave angry — and motivated to warn others.
And bad experiences don’t stay private anymore.
Even more concerning, when I checked this provider’s own review page, I noticed something odd:
- A 4.8 average rating from under 1,300 reviews
- Almost no negative reviews at all — not a single 1-star or 2-star rating shown
For a company that serves thousands (likely tens of thousands) of businesses, this stood out to me. I couldn’t help but wonder whether reviews are being curated, or if frustrated customers have simply stopped trying to leave feedback there.
To be clear: this is my personal experience and my personal impression based on what I observed and encountered.
Whatever the explanation, real customers have other platforms where they can share the truth — and they will.
A warning to company execs:
Black tactics might protect revenue for a month. But they destroy trust forever. The customer who was leaving quietly now leaves loudly, carrying receipts, screenshots, and stories that future buyers will find.
So ask yourself: Would you rather they leave with dignity — or with fuel for public criticism?
Because one thing is certain: the harder you make it to leave, the more determined they will be to tell everyone why they left.
This isn’t retention. It’s sabotage.
And it’s time for better.
Disclaimer: This post reflects my personal experience and opinions, shared in good faith for the purpose of fair public commentary.
