Easy to leave

Making it easy for customers to leave might sound like the wrong move, but it's actually a sign of confidence. This week, Jason Fried and David Heinemeier Hansson talk about why removing friction, especially on the way out, builds more trust. They get into cancellation flows, keeping customers by choice instead of pressure, and why people are more likely to share their positive experience when you don't make it hard to go. Key Takeaways 00:11 – Leaving should be just as easy as signing up 03:23 – Offering a pause instead of forcing a full cancellation 11:00 – Simplifying the buying experience from the start 14:07 – How transparency builds long-term loyalty 17:05 – Creating experiences that make people want to come back Links and Resources Record a video question for the podcast Watch The REWORK podcast on YouTube Basecamp is the no-nonsense project management system. Sign up for free at Basecamp.com HEY is a fresh take on email. Sign up for a 30-day free trial at HEY.com Fizzy is a modern spin on kanban. Sign up for free at fizzy.do Books by 37signals Jason Fried on X David Heinemeier Hansson on X