It was 2021.

We were just over a year into building Kilo when a new client signed up. I was excited about this one because she was someone in my network, someone I knew personally, and I wanted to do a really good job for her.

A few weeks in, she started asking for something highly custom. Something that looked and felt almost identical to her old website. If I’m being honest, it made me wonder why she chose us in the first place.

But we said yes.

Weeks turned into endless revisions and redesigns. Then she asked for a call. I knew what was coming.

She wanted to cancel.

Not because we did anything wrong. She just wanted her old site back. She wanted control, flexibility, her vibe. I told her I understood. We didn’t enforce our cancellation policy. We refunded her, stopped the work, and wished her well.

Then I hung up, sat on a park bench, and cried.

Because when you care about people, every loss feels personal.

Fast forward to 2026.

She’s back.

Over the years we stayed on good terms. She watched from a distance as Kilo grew up. The product got stronger. The results got clearer. The vision got sharper.

Eventually she realized something a lot of gym owners learn the hard way. More control doesn’t always mean more growth.

This time, she didn’t just come back for “just” a website. She signed up for the full stack. Website, automation, gym management software, the whole thing.

And we welcomed her like she never left.

Treat people with the same grace when they leave as you do when they buy.

I’m not saying never enforce your policies. Policies exist for a reason, and in a lot of cases, we do enforce them at Kilo. But behind every contract is a human being trying to make the best decision they can with the information they have at the time.

Listen. Be fair. Be human.

Because the way you treat someone on their way out often determines whether they ever walk back through the door.

And sometimes, years later, they do