A script for interviewing customers who cancelled: questions that get past politeness to the real reason, and the offer-timing that doesn't poison the data.
Script a churn interview. Context: {{context}} (product, what we know about this cancellation, what we suspect).
Build: the ask-for-the-interview message (short, no guilt, small thank-you), the script — the trigger question first ('what happened around the time you decided?' — churn has a moment; find it), the alternatives question ('what are you doing instead?' — the real competitor is often a spreadsheet or nothing), the almost-stayed question ('was there a point you nearly didn't cancel?'), and the magic-wand question last. Rules: no defending, no fixing, no win-back offer UNTIL the interview ends (offers poison honesty — but script the offer for after, if they're saveable). Include the write-up template and the pattern log across interviews.
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