AOL will keep you . . . or else

The Consumerist has the entire AOL retention manual available for download, and if they get a cease and desist or anything, I've got it on my servers, too.

They have a great article, pulling out choice pages to demonstrate the hard sell, and they have a decent analysis, too.

Read it here.

As someone who sells for a living, and is damn good at it, I don't know how I feel about this. On one hand, trying to retain a customer who wants to cancel and recoup a potential loss of income is not a bad idea. However, I think there needs to be a set stopping point when it's obvious it won't work, or you've gone too far.

I've never used AOL so I've never had to cancel it. Does anyone have any good stories about trying to cancel AOL?

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