Just remember, i know they stress you out and drive you a bit nuts
But the customers that complain the most are often the ones that care the most.
At least, it shows they aren't leaving. Yet.
— Jason ✨👾SaaStr 2025 is May 13-15✨ Lemkin (@jasonlk) December 9, 2024
So we recently churned off a SaaS vendor we’ve been using for 5+ years. We’ve paid every month, and even upgraded over time. And we’ve never had a single real issue.
What happened?
One change was the quality of service. Their service used to be truly A+. When we had issues, they’d be truly resolved. But then a few months ago, we had a performance issue. I knew it was this vendor’s issue. And so I reached out to support and was told “everything is great, in fact, you are getting too high a quality of service.”
What? Too high?
OK well clearly their A+ service is long gone. But the product did work just fine.
Then a competitor reached out to me and offered to do all the work to switch up, 100%, and improve our performance.
Finally, we had time. It took a few weeks, but they just did it. All the work. And we’ve switched over, and everything is the same or better. Easy peasy. It’s only 15%-20% better than before, but that’s a real improvement for just a few minutes of work on our side.
And we never told our original vendor. Why not? After the last terrible interaction with support, I realized no one cared. No need to tell them, or give them a chance to save the deal.
They can find out in the next billing cycle.
It’s a reminder what happens when you cut corners on support. But also, a reminder that the ones that are leaving are often not the ones that complain. The ones that complain probably don’t want to leave.
They just want a change. The ones 100% ready to go … just go. Usually quietly. No one wants to invest any more precious time in a vendor they are 100% sure they are leaving.
And a reminder to just go save customers that complain. You almost always still can. Until … they stop.
(image from here)
