Sales Lab · Public retros
We lose customers. When we do, we write up why — what went wrong, what we changed. Published here. So you know what we learn before signing.
We haven’t lost a customer. When we do — and eventually we will — the post-mortem lands here within 30 days of the account closing. Unedited. Named only if they’re comfortable; otherwise “a customer.”
You should know exactly how we handle our own failures before you sign a serious contract — that’s why this page exists before it has anything on it.
What every retro will contain
What went wrong
The real reason they left — the failure itself, not a euphemism for it.
What we changed
The specific fix we shipped so the next customer doesn't hit the same wall.
What it cost us
Where our guarantee applied — and whether we wrote the refund check.