What We Cover In This Episode:
-
How reframing the freeze request at allows studio owners to view it not as a cancellation, but as a retention opportunity [3:56]
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Why having a clearly defined policy is essential for consistency in managing freeze requests [4:47]
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The way to effectively communicate the expectations around freezes [9:42]
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How to keep the door open and effectively reach out to members [14:07]
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What you can to do utilize membership adjustment features [15:24]
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How adding automated tags or labels to track membership freezes, suggested at simplifies monitoring current freeze statuses [17:07]
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Why considering educational touch points is so beneficial [18:21]
Quotes:
“Communicate the expectation. Freezes should come with a confirmation that is going to outline the start date and end date, and what happens to their payment cycle.” [Nick, 9:42]
“When someone emails in for a cancellation or a freeze, that is just a request and they should still have to follow through, even if it's as simple as confirming the email receipt, so you have that to fall back on, or if you're able to get them to sign something.” [Nick, 12:29]
“You're a small business, and in order to stay in business, you need this expected recurring revenue, and if you kind of let people freeze willy-nilly, that is just going to put the business in uncertainty.” [19:15]
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