Cancellation Requests – What do you do?

Why People Quit Button

“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?


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About Scott Whitaker

Scott is an expert in creating and building membership programs within businesses, giving greater value to customers and multiplying income. Using his "Seven Systems of a Healthy Membership Program," he will help you get new members, increase retention and structure your membership program for long-term growth.