Manage episode 331522792 series 1304145
Is your cancellation process as effective as it could be?
As a membership site, it’s vital to get the balance right! You need to make the decision for your members to leave difficult…not the process.
It’s very easy to feel hurt or worried when members depart in their droves but don’t take it personally. Members will end their subscription for so many different reasons… and they may well come back very soon.
In this episode of the Membership Geeks podcast, hosts Mike Morrison and Callie Willows discuss some of the most common things membership site owners get wrong when faced with customer cancellations.
Essential Learning Points:
- Why you should remember to ‘think like a member’ – how would you want the process to go if you wanted to cancel a membership?
- Why it’s important to make the decision to cancel difficult – not the process
- Why you should avoid turning members who might rejoin away
- Finding the right software to make the process seamless
Important Links & Mentions:
“During the cancellation process, give it a final shot to try and convince them to stick around. But it shouldn't get in the way, it shouldn't be an obstacle.”
“If that member experience was 100% positive up to that point, you can ruin it all by having a terrible approach to cancellations.”
“If someone has paid for a month, you have to give them that month. If someone's paid for a year, you have to give them that year. This is why we say that you're getting into dodgy legal territory if you don't actually honor that.”