Ninety days out
Hi {{name}}, your plan renews on {{date}}. Before then I would like to hear how it is going. What is working, and what is not?
Renewal check in texts: 13 messages that keep customers
Renewals are easier than new sales, until nobody talks to the customer for eleven months and the invoice arrives as a surprise. The reps who keep their accounts check in early, ask what is working, and raise the renewal date before the customer does. These 13 texts cover the early check in, the usage question, the renewal reminder, the price conversation, the confirmation and the customer who wants to leave. They are for customers who know you and expect to hear from you. Copy any message, or add all 13 to your keyboard and send them from iMessage, WhatsApp, LinkedIn or any other app in one tap.
Works in WhatsApp, iMessage, Instagram, Messenger and every other app.
Words in {{double braces}} are blanks. In the textcuts keyboard you fill them with one tap, and the names you used recently come back.
Early check in
Usage question
Hello {{name}}, I noticed your team uses it a lot. Is there anything you wish it did better?
Offering a review call
Would a fifteen minute review call suit you, {{name}}? I will bring a short summary of what you achieved this year.
A new feature
We added something since you signed, {{name}}, and I think it fits how you work. Want a quick tour?
The renewal itself
Thirty day reminder
A reminder: your plan renews on {{date}}. Nothing changes unless you want it to. Shall I go ahead as is?
Price change heads up
I want you to hear this from me: our prices change on {{date}}. I will send the full details today so you can see what it means for you.
They ask for a discount
I hear you, {{name}}. Let me see what is possible and come back to you by tomorrow with options.
Confirming renewal
Thank you, {{name}}. Your renewal is confirmed, and I will email the receipt today. Anything you want to change for next year?
If they might leave
A silent customer
Hi {{name}}, I have not heard from you in a while and wanted to make sure all is well. Is there anything I can fix?
They want to cancel
Thank you for telling me, {{name}}. May I ask what led to the decision? I would like to learn from it.
Offering a pause
If a full renewal is not right, {{name}}, I can offer a smaller plan or a pause. Would either help?
A kind goodbye
It has been a pleasure working with you, {{name}}. I will keep your account ready, and if you ever want to come back, tell me.
A thank you
Thank you for another year, {{name}}. I appreciate your trust, and I am here whenever you need me.
When to send each message
| When | Message | Note |
|---|---|---|
| 90 days before | Ninety days out | Ask how it is going. |
| 60 days before | Offering a review call | Offer a review call. |
| 30 days before | Thirty day reminder | State the date and the default. |
| When prices change | Price change heads up | Tell them first. |
| After they renew | Confirming renewal | Confirm and thank. |
| When usage drops | A silent customer | Offer help. |
| If they leave | A kind goodbye | Leave kindly. |
Do not say
Texting a number that never agreed to hear from you: bought lists, scraped numbers, a business card you were handed once.
Instead: Text only people who gave you their number for this purpose, type each message yourself, and honor a stop request right away.
Letting an automatic renewal arrive without a word.
Instead: Contact them before the date and say what will happen.
Hiding a price rise in the invoice.
Instead: Tell them before, with the date and the new amount.
Arguing when someone wants to cancel.
Instead: Ask why, listen, and offer a smaller option once.
Only writing at renewal time.
Instead: Check in during the year with a useful question.
Promising a discount you cannot give.
Instead: Say you will check and come back with options.
Works in WhatsApp, iMessage, Instagram, Messenger and every other app.
Frequently asked questions
When should I start talking about a renewal?
About ninety days before the date, with a check in about how things are going. Mention the date again at sixty and thirty days.
What if the customer wants a discount?
Do not answer at once. Say you will look into it and reply by a set time. Offer a smaller plan before a lower price.
How do I stop a customer from leaving?
Ask why, listen, and offer one alternative such as a smaller plan or a pause. If they still go, leave kindly.
Can I send these in WhatsApp, iMessage or LinkedIn?
Yes. textcuts is a keyboard, so the messages work in WhatsApp, iMessage, LinkedIn and SMS and every other app where you type.
Do these work on the free plan?
Yes. 12 of the 13 use a single blank, which fills in on the free plan. The other 1 use two blanks and need Pro to fill both from the keyboard. Free holds 8 textcuts and 1 folder, so start with the six essentials.