# 03 · The retention-offer script (get the discount, or leave clean)

**The idea:** most subscription businesses have a "save" offer that shows up only when you try to leave. You can use that moment on purpose. Decide BEFORE you call or click which of two outcomes you want:

- **Outcome A · Leave.** Use template 02. Decline every offer.
- **Outcome B · Stay, but cheaper.** Use this script. Your walk-away point is real: if the offer isn't good enough, you cancel.

## Step 1 · Know your numbers (2 minutes)
- What you pay now: [CURRENT PRICE]
- What new customers pay (check their website, private window): [NEW-CUSTOMER PRICE]
- What a competitor charges for the same thing: [COMPETITOR + PRICE]
- Your target: [TARGET PRICE], your walk-away: [MAXIMUM YOU'LL PAY]

## Step 2 · Trigger the offer
- **Online:** start the cancellation flow and go until the last screen. Many services show a discount or a free month on the way out. Take a screenshot.
- **Phone / chat:** "Hi, I'd like to cancel my [SERVICE]. The price went up to [PRICE] and I can get [COMPETITOR] for [PRICE]."

## Step 3 · The script

**You:** I've been a customer since [YEAR]. I'm paying [CURRENT PRICE], new customers get [NEW PRICE], and [COMPETITOR] offers [X] for [PRICE]. I'm planning to cancel today unless there's something you can do on the price.

**Them:** I can offer [OFFER].

**You (if it's below your target):** That works. Please confirm: the new monthly price, how long it lasts, what it goes back to afterwards, and that there's no new contract or early-termination fee.

**You (if it's not enough):** Thanks. Is that the best available? [PAUSE. Say nothing for 5 seconds.]

**You (still not enough):** OK, then please go ahead and cancel.
*(A second, better offer often appears here. If not, you cancel: that was the deal you made with yourself.)*

## Step 4 · Lock it in
- Ask for the offer **in writing** (email or chat transcript).
- Put a calendar reminder **1 week before the promo ends**, labelled: "[SERVICE] promo ends, price goes to [X]. Run template 03 again."

## Phrases that help
- "What retention offers are available on my account?"
- "Can you match what new customers pay?"
- "I don't want a contract. Month-to-month only."
- "Can you remove [ADD-ON] I'm not using?"

## What NOT to do
- Don't accept a new 12- or 24-month contract to save a few dollars a month unless you've done the math with the exit fee.
- Don't accept "free months" that silently renew at a higher price. Ask what happens after.