Retention offer

A retention offer is the discount, free month, upgrade, or special promotion a company presents when you call or chat to cancel a subscription. It's a standard, scripted part of the customer-service playbook — retention reps usually have a list of incentives in tiers they can offer, with caps on how generous they can be without escalation.

Common retention offers:

• Price match to a cheaper competitor you mention
• One-time discount (e.g., 25% off for the next 6 months)
• Free upgrade to a higher service tier at your current price
• Free month of service
• Loyalty pricing locked in for an extended commitment

The reason retention offers exist: acquiring a new customer typically costs 5-10x what retaining an existing one does. Even a deep retention discount is usually cheaper than letting you go and replacing you.

To get the best offer:

• Have a specific competitor's price ready (the better, the more leverage)
• Be calm and direct — "I'm planning to cancel because X. Can you do anything?"
• Be willing to actually cancel if the offer isn't good enough — the willingness is often what unlocks the next tier

Cashowa's bill negotiator builds this entire playbook automatically for you, including the competitor research and the call script.