Score your goodbye: bridge, or bridge burned.
Grades the exit most companies treat as a cancel button, finds where a leaving customer gets punished or ghosted, and shows how to leave the door open for a boomerang.
In plain English: “What happens when a customer leaves?”
Inside: The bridge-or-burned rubric, the dark-pattern finder, the last-human-moment score, and the door check.
Install it in one line, or paste it in.
~/.claude/skills/ and runs automatically when it is relevant.Connect your context. Set it to your motion.
it sees the real cancel path a customer walks, including the dark patterns you forgot were there.
it reads whether a human reached out at the exit or the customer left in silence.
it hears why they left in their own words, and whether you listened.
This was built to be motion-agnostic. Set these to your exit:
The rubric is yours. The point is to grade the goodbye you actually give, and whether it leaves a door open or slams one.
| Set this | What it is | Default / Example |
|---|---|---|
| EXIT_MOMENTS | the steps of leaving | cancel requestretention offerdata exportlast touch |
| CANCEL_PATH | how hard it is to leave | one click vs a maze |
| HUMAN_EXIT | where a person shows up at the end | a real goodbye vs silence |
| DATA_DIGNITY | how you hand back their data | clean export vs hostage-taking |
| REASON_CAPTURE | how you learn why they left | asked and listened vs a required dropdown |
| DOOR_LEFT_OPEN | how easy it is to come back | a warm door vs a cold wall |
Everything the skill does, in full.
Grades the experience a customer has on the way out, the moment almost every company treats as a cancel button and nothing more. It walks the exit step by step, scores whether each moment builds a bridge or burns one, and finds the places a leaving customer gets punished, ghosted, or guilt-tripped. The premise: a customer who leaves feeling respected is a boomerang, and a customer who leaves feeling trapped is gone for good. Software is commoditized, so the goodbye is a growth channel, and this measures it.
- 1Score the exit moment by moment
Walk the leaving customer's path: the moment they decide, the cancel flow, the retention attempt, the data handoff, the final word. Each moment scores on one question: does this build a bridge or burn one. A cancel maze burns. A clean export with a warm note builds.
- 2Find the punishment
Name where leaving gets punished: the hidden cancel button, the guilt-trip copy, the retention offer that should have been the price all along, the data held hostage. Every punishment is a scored miss, because it converts a maybe-later into a never.
- 3Grade the last human moment
Score whether a real person says goodbye, or the customer vanishes into an automated "sorry to see you go." The last interaction is the one they remember. A high-value customer offboarded in silence is the clearest miss there is.
- 4Check the door
Score how easy it is to come back. Is their data recoverable, is their config saved, does anyone plan to reach out in 90 days, or is the door a cold wall. The boomerang lives or dies on whether the door was left open.
- 5Turn the score into fixes
Every burned bridge ends in a specific move: the dark pattern to remove, the human to insert at the exit, the 90-day win-back to schedule. Not "improve retention." The exact place you burned it and how to stop.
- Every exit moment scores the one question: bridge or bridge burned.
- Punishments and dark patterns are named specifically, never softened to "friction."
- The last human moment is scored on its own, never blended into the flow score.
- The door-left-open check is explicit: could this customer come back easily, yes or no.
- Every burned bridge ends in a specific fix, never a generic recommendation.
OFFBOARDING AUDIT · [your product] · the exit Moment Bridge or burned Score Decision to leave no human noticed the warning 1/5 Cancel flow 4 screens, hidden confirm button 1/5 Retention offer 50% off (should've been the price) 2/5 Data export manual, 5-day wait 2/5 Last human touch none, just a "sorry to see you go" 0/5 BURNED BRIDGES: the cancel maze and the silent exit. This customer leaves feeling trapped then ignored. That is a never, not a later. DOOR LEFT OPEN: no. Data is a hassle to get, config is deleted, no one plans to reach back out. FIXES: 1. Kill the cancel maze. One clear button. Respect earns returns. 2. Insert a real human goodbye for accounts over [threshold]. 3. Keep their config warm for 90 days and schedule a win-back. Offboarding experience score: 1.2 / 5 (bridge burned)
Where an operator takes this next.
The audit is step one. Here is where an operator takes it once the score is real.
You grade the goodbye once, then leave the door open on purpose.
Have a Claude task log every churned account and, at 90 days, surface the ones worth a warm reach-back to the CSM in Slack, with the win-back context ready.
Feed the cancel-path findings to whoever owns the flow so the maze gets removed, and re-audit to confirm the score moved.
Score the welcome and the goodbye together: if you onboard like a five-star hotel and offboard like a parking ticket, the gap is the finding, and closing it is the whole play.
One skill is the on-ramp.
A single skill does one job. Chained into a playbook, or run as a full build, it becomes a system. Here is where this one plugs in.