Customers who want to cancel are hot sales leads

Fascinating stuff over at Consumerist, which has got its hands on AOL’s customer retention manual.

If you stop and think about it, every Member that calls in to cancel their account is a hot lead. Most other sales jobs require you to create your own leads, but in the Retention Queue the leads come to you! Be eager to take more calls, get more leads and close more sales. More leads means more selling opportunities for you and cost savings for AOL.

Of course, AOL isn’t the only firm that does this – but unlike other firms, it’s famous for it.