“I need to cancel my membership.”
That’s what the email said.
What do you do next?
Do you forward it to a staff member? What do they do with it?
When I meet with my private clients, I always ask about how they process cancellations. Without a doubt, they always say they just go ahead and cancel them.
No questions asked.
I’ll tell you what I tell them:
If you believe your membership is going to really help them then why don’t you follow up?
Think about it:
- If your membership is the best use of their dollar then why do you let them walk?
- If your membership is going to improve their business, their relationships (insert your benefit here) then why not call them?
- If your membership is as important as it should be, then why do you flippantly let them quit?
Every time I have personally followed up with people who wanted to quit, I found that there were circumstances that I could help them overcome.
I just had to prove it!
Most wanted to keep their membership, they just had some obstacle that was in their way and they needed my help.
That’s not to say, I was able to keep everyone from quitting. But I was able to keep a good majority just by helping them overcome those obstacles.
What would your business look like if you were able to keep just 10% of those requesting to cancel in your membership program?
Share This Post