Warm Opening
Spoken Recently
Thrive Experience
Business now
in 6-12 Months
Importance of Business
Payment Conversation
They Can't Pay
Message Responses
Reminders For Conversations
Decline (to Fully Paid)
Prep for the Call 🌻
1. Re-read the template below.
2. Look them up in Members Dashboard ↗️
3. Check their recent posts in Thrive FB Group ↗️
4. Check the Monthly Tracking Board (for previous call notes and their engagement info).
5. Jump on [Your Zoom Link] 1-2 minutes early.
INTENTION
1. Delightfully serve them.
2. Pivot to the best template (as soon you as you find out their intent).
1 | OPEN THE CONVERSATION
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?
2 | HAVE YOU SPOKEN RECENTLY?
2a | Recent Conversation 😊
Before we talk logistics, you shared last time that your experience in Thrive has been ______, has anything shifted?
💎 Acknowledge & Reflect
2b | No Recent Conversation 🤓
Before we talk logistics, I would love to hear about your experience in Thrive...
As well as where you want to go in your business... Can we start with how has your experience been in Thrive up until this point?
💎 Acknowledge & Reflect
3 | THRIVE EXPERIENCE
3a | Happy with Thrive 😄
Awesome! I am happy to hear that!
3b | Mixed or Negative
Thrive Experience 😠
🌱 If they're really upset
Go to Upset Clients into Big Fans ↗️
Thank you for sharing this 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
Can I have your permission to share this with _____(client care, coach, leadership team)?
⭐ Pause
I really hear you when you said _______.
I actually felt similarly when I was in a _________ (similar situation).
And, what I discovered was _____.
How is that resonating for you?
3c | They Want to Discuss
$ ASAP 😳
💎 Acknowledge & Reflect
I appreciate you sharing about ________ .
And... before we go too much further, I'd love to check in with you about your experience in Thrive so far... and where you're going in your business. Sound good?
🌱 Yes
Go to 3a or 3b on the left ⬅️
🌱 Hesitant or No
No problem, we can go right into the payments.
Go to Section 6 below ⬇️
4 | BUSINESS NOW AND IN 6-12 MONTHS
4a | Recent Conversation
Also, last time we talked, you were _______ (having a challenge getting clients). But you wanted to get to ______ (vision). Has anything shifted? And is it still important to you to reach _____ (vision)?
I'm still inspired by your vision _______ (to create a group program and have $10K months). I believe in you and I know you can get there. It’s been exciting seeing many Thrivers getting clients and rocking their businesses… and I know that you can too!
4b | No Recent Conversation
Where is your business now and where would you like your business to be ___ (3) months from now?
💎 Acknowledge & Reflect
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!
5 | HOW IMPORTANT IS YOUR BUSINESS TO YOU?
5a. If their business is really important
Awesome! It sounds like it's very important to you to bring your business to a new level of clients and income.
What do you see is possible for you if you reach your vision of ________?
💎 Acknowledge & Reflect
5b. Their business seems less important
It sounds like your business may not be that important to you… I’d love to hear more about that.
💎 Acknowledge & Reflect (w/o validating)
I’m curious, if ________ (what they said) wasn’t happening, would growing your business be more important to you?
🌱 Go to
Conversation Shift Below
5c. Discuss Payment ASAP
🌱 Skip to
Section 6, Payment Conversation below ⬇️
6 | PAYMENT CONVERSATION
All right! Can we get your payment squared away, so that you can have uninterrupted Thrive support?
6a | They are Ready to Pay
Awesome! We'd be happy to take care of that for you!
Would you like us to use the credit card you have on file or a different one?
🌱 If it's on file
Great, I'll let Quinz know she can run it. Can I take a back up credit card number in case that doesn't go through?
🌱 If it's a different one
Awesome! I can take down that credit card number now and will pass that over to Quinz to process.
Awesome! Thank you! Is there anything else I can do to support you?
⭐ Confirm with Client Care that the card has been processed and payment taken.
6b | They Are Struggling to Pay (or "can't pay")
💎 Acknowledge & Reflect
🌱 If Relevant
1. How important is your business to you?
2. If money wasn't an issue, would you still want to be in Thrive?
🌱 Go to
・Pause Request ↗️
・Emergency (to Support) ↗️
・Cancellation (to Re-Enrolled) ↗️
7 | THEY CAN'T PAY (Pause Request NOT Available)
7a | Policy
💎 Acknowledge & Reflect
If they are booking a call but have not paid and have no addendum signed:
10 days after decline ⬇️
$20 Charge
30 days after decline ⬇️
Downgrade to Thrive Membership
60 days after decline ⬇️
Mandatory cancellation w/ balance owed
(get Jesse's approval before sharing this)
🌱 To be in alignment with Thrive
1. They are on track with payments
2. have signed an addendum
3. Emergency Situation
7b | 0-30 days after decline
We would love to keep your _______ (Mastery/Platinum) membership and Thrive Machine active.
In order to do that, we will need payment by ___ (30 days after their cc decline).If we don't receive that payment, we'll unfortunately need to downgrade you to the Thrive Membership (which means no access to Mastery or Platinum content).
And if we still don't receive payment, we will need to discontinue your membership completely.
This would mean that we'll need to create a payment plan for you to pay off the balance owed.
But we really don't want to go that route. We are on your side and here to support you.
How can we best support you right now?
7c | 31-60 Days after decline
We have turned off your _______ (Mastery/Platinum) Program and Thrive Machine off because we unfortunately still have not received payment.
And, we would love to keep your Thrive Membership alive and get you back in ________ (Mastery/Platinum).
In order to do that, we will need payment by _____(60 days after their cc decline).If we don't receive that payment, we'll unfortunately need to cancel your membership...
And there is still a balance that you will owe which means we'll need to create a payment plan for you to pay off the balance owed.
We are on your side and here to support you.
How can we best support you right now?
8 | MESSAGE RESPONSES
If they ask you to stop payment (in message)
Hi (first name),
I'm very glad to hear from you and would love to support you as much as possible!
And, while I can't instantly turn off your payment, I would love to set up a call with you to check in with what's going on and how we can best support you!
Here’s my calendar so you can book a call with me: [LINK]
I'm looking forward to talking soon!
9 | REMINDERS FOR CONVERSATION
Context for Conversation
Situation: Their card is declined. It might just be a quick fix to help them update their card. If not....
Intent:
1. To help them believe in themselves and their vision.
2. To help them step into their resourcefulness and show up in a way that 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.
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!
Pre-Flight Checklist
1. Read through this entire template.
2. Open their account in Infusionsoft and Thrive Machine
3. Open the Members Dashboard
4. Open their Trello Board (to see how many coaching sessions they did)
5. Look them up in the Thrive Academy Members Facebook Group
6. Open the Monthly Tracking Board ↗️
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