“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?

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.