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 Takeaways00:11 – Leaving should be just as easy as signing up03:23 – Offering a pause instead of forcing a full cancellation11:00 – Simplifying the buying experience from the start14:07 – How transparency builds long-term loyalty17:05 – Creating experiences that make people want to come backLinks and ResourcesRecord a video question for the podcastWatch The REWORK podcast on YouTubeBasecamp is the no-nonsense project management system. Sign up for free at Basecamp.comHEY is a fresh take on email. Sign up for a 30-day free trial at HEY.comFizzy is a modern spin on kanban. Sign up for free at fizzy.doBooks by 37signalsJason Fried on XDavid Heinemeier Hansson on X