The Art of Goodbyes
As Product Managers, we are all familiar with the importance of onboarding our users, ensuring they have a smooth and delightful entry into our product's world. But let's talk about something equally significant: goodbyes. Yes, you read that right - the art of saying goodbye.
My dad, a Sales and Marketing Guru, always said "Goodbyes often lead to hellos. And with the world shrinking every day, it’s likely your paths will cross again. So always end things knowing that it will be their first impression of you when they meet you again."
Imagine a user leaving your product. Perhaps they're canceling a subscription or opting out for a while. It's easy to see this as a loss, but I encourage you to view it as an opportunity. This is their goodbye 'for now', but it might lead to a "hello" in the future.
When a user decides to come back or explore your product again, their last interaction will be fresh in their memory. If their farewell was a smooth, respectful experience, it sets a positive tone for their return.
Even if its not them returning, in our interconnected world, word-of-mouth can make or break a product. The way you handle goodbyes can influence what users say about your product to others. A respectful exit can turn them into advocates.
Use this opportunity to access the goldmine of information it offers. Why did they leave? What didn't meet their expectations? This data is priceless for product improvement.
How to Say Goodbye Gracefully:
Personalization: Tailor your goodbye message. Acknowledge their journey with your product. Express your desire to see them back soon.
Feedback Loop: Offer an easy way for them to share why they're leaving. Use surveys or feedback forms. Show them you value their opinions.
Options, Not Pressure: Provide alternatives. Maybe they don't need all the features now. Offer a scaled-down plan. Make it easy to pause rather than cancel.
Stay Connected: Offer options to stay connected through newsletters or social media. Keep them in the loop about updates and improvements.
Embrace Cancellations as Part of the Journey:
Just like any relationship, not all users will stay forever. And that's okay! A cancellation doesn't have to be the end; it can be a "see you later." So, when they do return, they'll remember how respectful and considerate you were.
Every interaction matters. From onboarding to farewell, these touch-points shape your product's reputation.
Be the product manager who leaves users with a positive last impression, because, in this ever-shrinking world, you never know when your paths will cross again.
Goodbyes often lead to hellos, and a thoughtful farewell can be the foundation for a beautiful reunion.
So, embrace cancellations as part of the journey, and make every exit a possibility for a future return.
