First, I would try to find out why they’re leaving. If they thought that they no longer had a use for our products or services, I would try to find a way to point them toward the benefits of sticking with us that maybe they hadn’t thought about before. If their budget was a concern, I would use my authority to find the best deal possible for them.

On the other hand, if someone decided to leave out of anger, I would first of all offer a profuse apology and take every reasonable measure to remedy the situation. Even if they did ultimately decide to leave, I would want them to go with the knowledge that their bad experience was the exception at our company, not the rule.