Call Template
Cancellation Discussion
Call Template #2
Strategies
🤠 Cancellation Request (to Re-Enrolled)
PREP FOR CALL
How to Prep
Please give yourself 15 minutes to prepare for this call.
1. Read through their Application Form
2. Read through this entire template.
3. Open their account in Infusionsoft and Thrive Machine
4. Open the Members Dashboard (check out their stats AND Intake Form)
5. Open their Trello Board (to see how many coaching sessions they did)
6. Look them up in the Thrive Academy Members Facebook Group
7. Open the Monthly Tracking Board
CALL TEMPLATE
1 | Warm Opening 🤗
Hi (Name)! It’s really great to see you /meet you! I really like your ____ (Zoom background) and I’m excited to support you! I have us down for ____ (30 mins), but I have a small cushion if we need an extra few minutes. Sound good?
We are recording this call, however… if at any time you want me to turn off the recording, I would be happy to do so… sound good?
All right! Well, I received your email, and my intention for this call is to support you as best I can…
I’d be happy to talk with you about ______ (cancelling / downgrading).
And even though we’d miss you here at Thrive, we can totally go that direction if you’d like to.
And, before we talk about _______(cancelling/downgrading)...
would you be open to putting Thrive Academy to the side for a moment
so I can best support you today and leave you in the best place possible?
Yes! Willing to Put Thrive to the side
Go to 2a, 2b or 2c
No. Just want to cancel
Go to 3b
2a | Cancel Request
(1st month)
Great! So, I read through your application and saw that you're experiencing ______________. and it's really important to you to get ______.
I'd love to hear more about _____(their vision) and why you joined Thrive.
Acknowledge & Reflect
Is this still very important to you?
I believe in you and I know you can get there. It’s been exciting seeing many Thrivers from our very last challenge get clients and rock their businesses… and I know that you can too!
Go to 3a, - 3d
2b | Cancel Request
(after 1st month) 🤓
Awesome! I see that you've been successful with
__________________ (Member's Dashboard or FB Group) !
Congratulations on that!
And, to start us off, I would love to hear a bit more about your experience in Thrive and where you're at in your business now... and ALSO where you want to go in your business...
So, I’m curious how has your experience in Thrive been so far... and what are you most proud of accomplishing so far?
🌱 Next Step
2c | Beyond the Initial Contract ✒️
Before we dive in, I see that you've been successful with __________________
(Member's Dashboard or FB Group) !
Congratulations on that!
And, I’m curious how has your experience in Thrive been so far... and what are your goals for your business in the next 6 months?
🌱 Next Step
Go to 3a-3d ⬇️
3a | Happy with Thrive 😊
Awesome! I am happy to hear that!
🌱 1st Month
Skip to 5a ⬇️
🌱 Longer than 1 Month
go to 4a or 4b
3b | Just want to cancel 😣
If you want to cancel, we can certainly do that.
And, before we go down that path... I am curious… if we were able to work with you to help you address ____ (reason for cancelling) would it be helpful to have that conversation?
🌱 Yes
Go to 5a or 5b
🌱Hesitant
Get curious
🌱 No
3c | Mixed feelings about Thrive 🧐
Thank you so much for sharing this with me, this is great feedback!
Can you share a bit more about _____ (each piece of feedback), so that I can more understand how to support you.
💎 Acknowledge & Reflect
Anything more you want to say about that?
💎 Acknowledge & Reflect
🌱 OPTIONS
For Specific Feedback
With your permission, I would love to share this feedback with our Leadership Team/Coach so that we can better serve you. Would that be okay?
Address Concern(s)
I hear that _______, ______, and ________ is/are really important to you.
Can we talk about _____ (your concern(s)?
If they're open to support
I really hear you when you said _________.
I actually had similar thoughts/feelings when I was in a _________ (similar situation).
And, what I discovered was _________.
How is that resonating for you?
Next Step
Go to 4a or 4b
3d | They're Upset 😖
🌱 If they're really upset
Go to Turn Upset Clients into Big Fans ⬇️
Conversation Shifts
BUSINESS NOW AND IN 3 MONTHS
4a | You HAVE spoken before
Last time we spoke, you said your business is currently ________.
And you want your business to be__________(vision)
Is that still important to you?
Reflect and Acknowledge
I believe in you and I know you can get there. It’s been exciting seeing many Thrivers from our very last challenge get clients and rock their businesses… and I know that you can too!
Next Step
Go to 5a, 5b or 5c
4b | You have NOT spoken before
At this point in your life, is growing your business still important to you? And, if so, where is your business now and where would you like to see your business in the next 3-6 months?
Reflect and Acknowledge
I believe in you and I know you can get there. It’s been exciting seeing many Thrivers from our very last challenge get clients and rock their businesses… and I know that you can too!
Next Step
Go to 5a, 5b, or 5c
IMPORTANCE OF BUSINESS
5a | Their business is important
Awesome! It sounds like you’re still really feeling strongly about taking your business to the next level!
What do you see is possible for you if you reach your vision of _______________?
Awesome! I would LOVE to see you reach that goal!
You shared that you were concerned about ______. Is there anything else?
💎Acknowledge & Reflect
Would it be okay if we explore ways to address ____(concern), so you can have what you want?
When you dissolve their concerns
Awesome! So, I'm curious, now that we've talked this through... what would you need to get from Thrive Academy to make this more than worth it for you?
Awesome! Well, I believe in you and I believe you can do that with our support! I'm so glad we've had this conversation! Would you like to stay steady with this and keep moving forward with ____(Mastery | Platinum)?
If they still want to cancel
Go to 6a or 6b
5b | Their business is NOT important
It sounds like your business may not be that important to you… I’d love to hear more about that.
Reflect & acknowledge w/o validating
I’m curious…
if __________ (what they said)
wasn’t happening, would growing your business be more important to you?
Considering quitting business?
Go to Discourage to Hopeful: Section 10
Or...
Open Hamburger and choose Template
Conversation Shifts
THEY STILL WANT TO CANCEL
6a | Cancel Discussion
(1st Month)
Okay, thank you. I appreciate your honesty.
If you’re clear that you want to _____(downgrade/cancel) then, we can certainly do that.
6b| Cancel Discussion
(after first month)
Okay, thank you. I appreciate your honesty.
If you’re clear that you want to _____(downgrade/cancel) then, we can certainly do that. I would need to look more deeply at your account… how long you’ve been in Thrive and what you’ve attended so I can let you know if you have a final balance to pay off before ending your time in Thrive.
Can we set up a time to meet to discuss those things in the next day or two? Great! You’re in my calendar.
In the meantime, I will send you your signed contract for reference.
Awesome! I look forward to talking with you on ________day!!
Go to Second Call below
6c | Found another "better" program
Acknowledge & Reflect
1 Fully hear their current situation.
2 Reflect back their vision
3. Make a case for how Thrive can help.
Example:
I hear that you want to do ______(FB ads). I think that that is a really good idea to get _____(result).
The only problem is _______________.
I believe that Thrive can help you avoid ______ challenges/problems and help you reach _________ (goals).
Would you be open to exploring that with me?
7a | No Refund Owed
Okay, well we feel very blessed to have had you in Thrive Academy for the time we've had... and we wish you the very best and we hope that you find all the support you're looking for.
7b| Refund Owed
All right! I will need to verify this with our team, but it looks like if you cancel, Thrive Academy will owe you $____.
If this is the case, would you like us to refund you this week?
Or, would you like to hold your deeply discounted tuition payment for the next 30 days (in case you change your mind)?
If they want Thrive to hold their money
Okay great! We can hold a spot for you at your deeply discounted Client Attraction Summit rate until 30 days from now..., Would you like to set up a check in call at that point?
Thank you so much for having this call, and my hope is that you get all the support you need to reach your goals.
CALL #2 PREP
Email Balance due and look forward to talking on the call..
Open Infusionsoft and review the following:
Hi Name!
It was great talking with you today! I am sorry to have this cancellation conversation with you because I love having you in our community!
But, I am rooting for you no matter what.
I attached your signed contract for reference.
I am looking forward to meeting with you on ______(Day) at _____(Time) to go over this with you and answer any questions you have.
Talk soon!
Then ask Client Care for Cancellation Details to prepare you for the cancellation conversation
Enrollment date:
Amount paid to date:
# of months of membership ($____ Per month)
3-Day Events they had access to ($2,997/event)
1-Day Events you had access to ($997/event)
Number of coaching sessions completed:
Any special arrangements: extensions / declines / downgrades / upgrades:
Final Balance Divided by 3 months.
Final Balance Divided by 12 months.
FinalBalance Divided by 24 months.
Final Balance Divided by 36 months.
CALL #2 TEMPLATE
Warm Opening
Hi (Name)! It’s really great to see you again! I really like your ____(zoom background…) and I’m excited to support you! I have us down for ____30 min, but as you know, I like to leave a small cushion if we need an extra few minutes. And, we are recording this call,but I am happy to turn off the recording at any time. Sound good?
So, when we _______(spoke/messaged) last, you shared that:
Where you want to be in ___(#) months is ___________..
And you're dealing with _______.
And what's most important to you is ________.
They're not 100% sure about cancelling
Now that you've had some time to think about it.... what would support you most to reach your reach ______(vision)?
They seem clear they want to cancel
Now that you've had some time to think about it... are you 100% sure that you’d like to end your time with Thrive, or is there any part of you that still wants our support to help you take your business to the next level?
Not sure about Cancelling
You sound ________(hesitant). I'd love to hear more about what is present for you.
Acknowledge and Reflect
What would need to happen for you to feel aligned with continuing on this journey with us?
Acknowledge and Reflect
And, if we were to make that happen with you, would you want to explore what it would look like to continue this journey with us?
Acknowledge and Reflect
Awesome! I think we can make that happen together! I think that if we were to do ___________(your recommendation), that you could reach _________(their vision).
Do you want to set up a call to strategize about how to we can implement ___________(your recommendation)?
They want to cancel
Okay, after looking at your account, I can share the details and then we can look at what the next best step will be for you.
Conversation Shifts
Explaining the Contract
When you signed up for this program at the Summit, you got the deeply discounted rate of $____________.
This discounted rate was based on the agreement that we would deliver everything we promised and that you would fulfill on the ____(12,18, 24) month contract.
If you had opted to sign up for the Mon-Fri Thrive Membership Calls, or the private coaching, or the 3-day events, or the online course, by itself, without the package deal, it would have been much more expensive.
So, as the contract says, because you canceled the program early, you’re responsible for the monthly fee for the months you’ve been in Thrive. And there is an additional fee for the 3-Day Events that you had access to.
So far, you’ve been in Thrive for ________(months). And, you had access to the following events: _____________.
You’ve paid $____________.
Based on the contract you signed, this is what you still owe: ___________________________ because there there is a $2,997 charge for each event you had access to.
Makes more sense to stay in Thrive
Based on this, it seems to make more sense to just stay in Thrive and see if you can reach your goal of _________.
And, I am happy to gift you with an additional coaching session with your Thrive Business Coach to support you in reaching your goals!
What do you think?
Go to the Relevant Conversation Shift Below
Makes More Sense to cancel
They owe a final Payment
When you signed up for this program at the Summit, you got the deeply discounted rate of $____________.
This discounted rate was based on the agreement that we would deliver on all the features we promised you and that you would fulfill on the ____(12,18, 24) month contract.
If you had purchased all the features of Platinum a la carte, it would be about 4x more expensive.
So, as the contract says, if you cancel early, you’re responsible for the monthly fee for all of the months you’ve been in Thrive.
And, you’re also responsible for the event fee for all of the events you had access to.
It's $997 for each 1-day Event and $2,997 for each 3-Day Event that you had access to.
So far, you’ve been in Thrive for ________(months).
And, you had access to the following events: _____________.
You’ve paid $____________ into Thrive.
So, according to our agreement, if you cancel early, we will need to receive one final payment of $__________ I am happy to send you a breakdown of the math if you’d like..
If they seem like a fit for Thrive
Based on this, would you still like to cancel or would you like to explore staying in Thrive to reach your goals of __________?
If you choose to stay in Thrive, we would be happy to build you a funnel as our way of honoring your decision to stay with Thrive and continue toward your goal ______!
They are eligible for a Refund
When you signed up for this program at the Summit, you got the deeply discounted rate of $____________.
This discounted rate was based on the agreement that we would deliveron all the features we promised you and that you would fulfill on the ____(12,18, 24) month contract.
If you had opted to sign up for the Mon-Fri Thrive Membership Calls, or the private coaching, or the 3-day events, or the online course, by itself, without the package discount, it would have been much more expensive.
So, as the contract says, because you canceled the program early, you’re responsible for the monthly fee for all of the months you’ve been in Thrive.
And, you’re also responsible for the event fee for all of the events you had access to. It's $997 for each 1-day Event and $2,9997 for each 3-Day Event that you had access to.
So far, you’ve been in Thrive for ________(months). And, you had access to the following events: _____________.
You’ve paid $____________ into Thrive.
So, at this point, it looks like you have 3 options:
Option 1: Cancel early and get a Refund.
If you choose to cancel early and request a refund, we will send you a refund of $______.
We can hold your spot for 3 months… which means that in 3 months, we’ll remove your HUB account and your Thrive Machine Account.
If you’d like to rejoin Thrive later, you would rejoin at the full rate (not the discounted rate you received from the Summit).
Option 2: Cancel Early and we'll hold your Refund.
You could keep your vision of ________ alive inside of Thrive. If you choose this option, we can hold your spot for up to 3 years. Because you might be in a very different place, 3 months, 6 months, or a year from now.
If you chose to keep your money with Thrive, you could ask for your refund at any time during those 3 years… or if you wanted to rejoin us sometime in the next 3 years, you could pick up where you left off and finish what you started with us at the discounted rate you received at the Summit .
Option 3: Stay in Thrive with us.
My favorite option. :) If you choose to stay in Thrive, I would be happy to gift you 3 additional coaching sessions with your Thrive Business Coach as a way of matching your renewed commitment and helping you to reach your goals.
Based on all of this, how can I support you to move forward to make it most likely for you to reach your goals.
Their Response
A. Want to Stay in Thrive
Awesome! We would love to have you with us!
I will let our team know that we are gifting you with an additional Coaching Session.
B, Cancel now, Might Come Back (Payment Plan)
If you decide to cancel, we can hold your spot for 3 months at the discounted rate you received at the Summit. After that, the tuition returns to the regular price.
And after 3 months, we will remove your HUB account from HUB and Thrive Machine account.
So, at any point during these next 3 months, you can reach out to me, and I can get you right back in your _______(Program)!
How would you like to move forward?
C. Clear They want to cancel
No problem. We'll miss you here at Thrive.
So, then there are two final steps to cancelling.
We’ll take care of the final payment and then sign a short addendum to the contract to make your cancellation official. Sound good?
Awesome, I have a short addendum we can sign right now, to finalize your cancellation and complete our agreement. Can we take 3 minutes and get this complete?
D. They're upset
1, I thought that you might be _______(emotional word) by this, so I actually advocated for you with our management team before this call.
And, so I was able to remove the charge for _________ which reduces your balance owed to $________.
Sound good?
Awesome, I have a short addendum we can sign right now, to finalize your cancellation and solidify the cancellation fee deduction that we just agreed to.
Can we take 3 minutes and get this complete?
IF STILL UPSET
2, So, in certain cases, I might be able to get another $_______ removed. I can let you know by the end of the day today whether I can make that work. And, if so, we’ll need to sign an addendum by tomorrow to make this official.
IF STILL UPSET
Acknowledge and Reflect
Do you have a request that you’d like me to send over to our Management Team?
I hear that you’d like for _____________ to happen and that you are requesting ______________.
I will send a message to the the Management Team right now, and if I don’t hear back from you during this call, I will send you a message within the next day with what we can do.
Is there anything else I can do to support you now?
Can't Pay Balance Owed
I hear that you’re _________(acknowledge and reflect) and I’m here to support you as much as I possibly can.
And, we count on you and all of our members to follow through with our agreement and we do expect you to pay for what you’ve had access to in Thrive.
Optional:
I'm happy to personally work with you to bring in high paying clients INSIDE of Thrive. if you'd like to keep going in Thrive for at least one more month.
And,... if you’re clear you want to cancel, I’m happy to set up a payment plan with you to get your final payment taken care of.
Want to Pay (but "don't have final payment")
We can do 3 payments of $_______.
If they can’t do that:
Would a monthly payment of $____ for 12 months work better for you so you have a smaller monthly payment?
If they can’t do that:
If you can’t do that, we can also lower your monthly payment to $____ for 24 months. How does that sound?
If they can’t do that:
The lowest we can possibly go is $___ for 36 months. It's not ideal for us but if that works for you, we can make that work.
If they can't do that:
Okay, I will talk with my manager and let her know your situation... Given your situation, I'm going to go to bat for you... I'm pretty sure we can reduce that amount significantly for you.
I should have an answer for you by tomorrow. Can we set up a time to talk tomorrow to fully complete this?
Text:
Great News! I was able to get your cancellation balance significantly reduced. Looking forward to talking with you tomorrow.
Can't pay
Acknowledge and Reflect
I know you to be a person of high integrity! How can we support you to be in integrity with your agreement to Thrive?
Still Refusing to Pay
Okay, I definitely hear that.
I can do a couple of things for you.
I can speak to my manager and see if we can reduce any of the extra fees. And, we can also spread this out into monthly payments so this is way more doable for you.
Given your situation, I'm going to go to bat for you... I'm pretty sure we can reduce that amount significantly for you.I should have an answer for you by tomorrow.
Can we set up a time to talk tomorrow to fully complete this?
Text:
Great News! I was able to get your cancellation balance significantly reduced.. Looking forward to talking with you tomorrow.
If rude
Acknowledge and Reflect
I believe in you and I'm sure we can come up with a plan that honors you and honors our dedication to you these last ________(months).
And... Just to be transparent, If I don’t hear back from you, I will have to turn this over to our Accounts Department, so I am really hoping that we can work together to have you cancel Thrive in good standing.
PREP, FAQ'S, AND RESPONSE EMAILS & TEXTS
If they are asking about the Money Back Guarantee:
Hi NAME!
I'm looking forward to our call tomorrow. Before we meet, though. I just wanted to make sure that you're familiar with our Money Back Guarantee from the agreement you signed with Thrive.
COPY AND PASTE IT HERE
So, a couple of questions: Since the guarantee is:that you get your money back if you didn't double your investment, I'm curious if you could share your income earned in your business during the time you were in __________program?
The second question I have for you is: what did you participate during the year you took the program?
FOR MASTERY (ADD MORE FOR PLATINUM)
1. How many of the 4 Client Attraction Mastery events did you go to?
2. How many of the Coaching Sessions did you receive?
3. How many Get Clients 30 Day Challenges did you participate in, and how did you do during those challenges?
4. Did you create your Code Statement and fill in all of the other Assets for your business?
5. How many Thrive Membership Calls did you attend per week on average?
Once I have answers to all of these questions, I will be better prepared to support you.
SIGNATURE
1. MESSAGE RESPONSE
Respond to their Email/Text
Hi (first name), I’d like to acknowledge you for the time we’ve spent together.
And, I hear that you ____________(are requesting to cancel… state what they shared in a kind, neutral tone without validating it.)
Before we move forward in processing your cancellation, I have a few questions for you… would you be open to having a short conversation about this?
Optional: I sense that it’s important to you to get _________ (result). And, I’d love to support you to reach your goals, even if it means referring you somewhere else.
My intention is not to try to convince you to stay in Thrive. It’s simply to support you in any way I can.
Here’s my calendar so you can book a call with me: LINK
If I don’t hear back from you, I’ll text you in the next day or two to check in. I appreciate you and I look forward to hearing from you.
2. PREP FOR CONVERSATION
Context for Conversation
Situation: They’re considering or requesting to cancel Thrive.
Intent:
1. To help them believe in themselves and their vision.
2. To help them step into their resourcefulness and make a decision their future self would thank them for. The one who is living their dream and who needed a vehicle to get there.
Important Context: They joined Thrive because they haven’t mastered how to make money in their business.
Our job in this conversation is NOT to save or rescue them… it’s to empower them to meet this situation as a leader and find the strength and resources to prevail in their life and continue to stay in Thrive.
60% (or more) should result in them feeling resourced and continuing payment.20% we may adjust their payments temporarily. (This needs to be approved by a manager.)20% may cancel because they can’t find a way to keep paying.
If we change contract in any way, we need to have them sign an Addendum to Contract.
The goal is NOT to convince them to stay in Thrive. The goal is to help them get closer to their truth. To clarity. To courage. To resourcefulness. And, from this more empowered place, to make a decision that will benefit their Future Self.
When a client is disempowered, discouraged, overwhelmed… it’s important to view them as being in the low point of their hero’s journey story.
You have the opportunity to show up as a Trusted Advisor and support them to find a turning point and start moving toward a high point.
Hero's Journey of this Conversation.
Low Point:
They may be very emotionally convincing in how impossible their situation is.
Turning Point:
You’ll know you’re at the turning point when they no longer are fighting for their disempowered story or believing their concerns. This is where you can bring in ideas, resources, or empowering questions.
High Point:
They have renewed hope and possibility. They are resourceful and committed to doing what it takes to reach their vision. To have the most success with these conversations, follow the Do's and Don'ts below.
Don'ts
Don’t get sucked into their story.
Don’t validate their story.
Don’t give them advice or resources
Don’t try to fix or solve their problem.
Don’t try to “save them.”
Don’t give up on their vision.
Do's
Listen Compassionately.
Acknowledge their courage, their honesty.
Ask questions below that call forth clarity, courage and greatness.
Trust that they were made for this situation
See them as a hero.
Hold beautiful space for where they want to be in 6-12 months!
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