Recently, a member of the Just Chat message boards asked me to delete their account and all their posts. They’d been a member for five years and had made close to a thousand posts.
I let requests like this wait for at least 48 hours before I even respond. This gives members a chance to cool off and reflect.
In this case, I didn’t have to wait long. Before I had even responded, the member got back in touch and asked me to keep their account active. They have since continued to post as though they never had any inclination of leaving.
Two lessons here:
1. Imagine if I’d have acted immediately and deleted this member and all their posts, only for them to change their mind.
2. Yes, it pays to fight for every single member and it’s worth trying to change the minds of members who want to leave – but sometimes, you just need to give them time to cool off.