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Negativegeneral
Customer won’t return
Review Response Template — Customer says they’ll never come back
Response template
We’re sorry we lost your trust. We take every piece of feedback seriously, and yours will be part of our next team review. If you ever reconsider, we’d welcome the chance to earn back your confidence.
Why this response works
- Doesn’t argue with the decision to leave — respects the customer’s autonomy
- Commits to using the feedback in a team review — shows it’s not being ignored
- Leaves the door open without being pushy (“if you ever reconsider”)
Common mistakes when responding to "customer says they’ll never come back"
- ×Trying too hard to convince them to return (“please give us another chance!”) — comes across as desperate
- ×Dismissing the feedback because “you can’t please everyone”