It doesn’t happen often but sometimes we lose a client; it happens to the best of us. No matter how well you craft a product or solution there are certain uncontrollables that manage to throw a wrench into the works and sometimes that means a client becomes an Alumni. Yes, that’s our fancy way of saying “cancels all services, post haste” 
Cancellations you can control come in all shapes and sizes:
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-Your product sucks
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-Your product is too pricey
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-Your people suck
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-Your support people suck
The more frustrating sometimes are the ones you can’t control…like these:
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-“We’re going in a different direction”. (Pssst. This is BS. Youre sales person needs to dig deeper.)
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-The account contact that hired you leaves and you go with them
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-There’s a new boss and he has his own solution/idea…you’re not one of them
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-Budget cuts….you’re cut. (Pssst. Do a better job communicating your value.)
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-My favorite: The “grass is greener” excuse.
There is one positive however that comes from a cancelled client…I mean Alumni. The benefit comes when they leave and their performance numbers are never quite the same. Whatever the case, there is no substitute for awesomeness. If you’ve truly built a great product, be confident in yourself. They’ll come back. If they don’t, well, you’d best find out why.
Such was the case with a newly reactivated Crossroads Alumni. Rusty Eck Ford is the #5 volume Ford dealership in the USA (out of 3,200+). Here’s what they had to say about returning to the Crossroads Platform:
“After experiencing multiple ‘basic chat solutions’ we found that the Crossroads 24/7 Concierge platform was the quality solution. Their people, process, and passion for a great shopping experience is why we ended up choosing Crossroads at Rusty Eck Ford. -Alex Tilma, Platform Director, Eck Automotive Group”
