Write a Cancellation Retention Script

What You'll Get

A short, friendly script your front desk team can use when a member calls or walks in to cancel — covering how to respond, what offers to make, and how to close without being pushy.

The Prompt

Write a short cancellation retention script for gym front desk staff. When a member says they want to cancel, staff should: acknowledge their concern, ask why (without interrogating), and offer [30-day freeze / downgrade to $[X]/month / one free personal training session]. Keep the script under 200 words. Tone: helpful and friendly, not salesy.

Tips

Ask for "variations for different cancellation reasons (moving, cost, not using it)" to get a more versatile script. Add "no hard close — just offer the option" if your staff finds pushy scripts backfire with your members.