Pause Request (to Empowerment)
CONVERSATION #1
Open the Conversation 🤗
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 min, but I have a small cushion if we need an extra few minutes.
And, 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?
Awesome! I want to start by saying that my intention is to do everything I can to support you in any way that I can. And… before we dive in... if you’re open to sharing with me… 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 to start us off...
1. HOW HAS YOUR EXPERIENCE IN THRIVE BEEN SO FAR?
1a | Positive Experience 🤩
Awesome! I am happy to hear that!
Acknowledge & Reflect
1b | Mixed or Negative 😠
If they're really upset:
Go to Turn Upset Clients into Big Fans
If they have negative feedback
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
If they are clear and complete, go to 2a
OPTIONAL: 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 concerns (1 at a time)
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?
If unresolved
I hear this is a big concern for you. I will definitely take this to our leadership team.
Is there anything else you'd want me to share with the leadership team about this?
If Resolved enough
Go to 2a or
If not resolved
Go to Upset Client
1c | Thrive is not working 😓
Diagnose the Problems (without solving it).
Thank you for sharing that. I'd love to hear more...
Can you share more about what you have tried?
Which Growth Mode have you been on? Slow, Medium or Fast?
What else are you doing to bring in clients?
Stay Curious until you find 1-3 problems
Take notes on how Thrive can help them solve their issues.
Then go to 2a.
2. WHERE ARE YOU NOW & IN 6 MONTHS?
To best support you today, I'd love to hear about where you're at in business right now AS WELL as where you want to be in ___ months.
2a. Get Inspired By Their Vision 🤩
Can you tell me how business is going right now?
Acknowledge & Reflect
Inspiring Vision
Amazing! So, in ___ months, what do you want to be different?
I'd love to hear more about that!
Acknowledge & Reflect
How would your life be better if you were able to reach _____(what they want) in _____(months),
Acknowledge & Reflect
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Go to 3a.
2b. Only Want to discuss Pause 😑
I'm happy to discuss ________(what they're focusing on)...
And… I've found that if I have a sense of where you are now AND where you want to be in 6-12 months, I am better able to support you to get there.
Are you open to sharing a bit more about __________?
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Yes, Open!
Go to the left column: 2a.
Discouraged
Go to Discouraged to Hopeful
Emergency
Go to Emergency Support
Cancellation
Go to Cancelation Request
No! Only wants to talk about pause
Go to Row 4
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2c. 1-2 Week $ Delay Request 🙏🏼
Okay, thank you for sharing this with me.
Acknowledge & Reflect
What I can do right now is give you a 7 day extension to give you an extra week to make this work!
If They Need More Time Than 7 Days
I can give you up to 14 days. Anything more than that I will need to take to my manager.
If Lean out
What would most support you right now?
Discouraged (to Hopeful)
3. FAST GROWTH (INSTEAD OF PAUSE)?
3a. Open to Coaching 😌
Step 1: Reaffirm their path
I am hearing that _________(current situation)... and you really want __________(vision).
I believe in you! And, I believe that if you really dedicate yourself to this, that you can reach ______(their vision) in ____months!
I have seen many Thrivers rock their businesses, and I personally was able to _______(have a $10K month) as soon as I really committed to it.
I know this is possible for you too!
Step 2: Substitute the Pause for the Resources
I am wondering if, instead of ______ (pausing) I could support you more deeply to bring in more clients this month.
If we do that,, I would love to support you more deeply this month. We can set up a special call to help you create your plan. (Strategy Session?) , and, then, our team will check in with you weekly to support you to rock that plan. How does that sound?
Weekly Check Ins come from Concierge Assistant
************************************************************
Yes to Action Plan Call
Set up Action Plan Call and skip the rest of this template
If applicable insert Strategy Session Link here
Wants to Pause
Go to 4a or 4b
3b.If They Share a Concern 😣
They are Disengaged
Disengaged (to Re-Engaged)
They are Discouraged
Discouraged (to Hopeful)
They Want to Discuss Payment Now
Next section: 4
Can't work for 1+ months
Emergency (to Compassionate Support)
They are strongly considering canceling:
Cancellation Request (to Re-Enroll)
They are Upset with Thrive:
4: DO THEY WANT NEW CLIENTS (OR NOT)?
4a. They want new clients! 😄
It sounds like you really want/need to bring in some clients in the next ____ months.
And, I'd LOVE to support you in doing that.
I would recommend that _____(instead of pausing) that me and my team step up our support of you over the next month and help you get ____(5) new clients.
If you're up for getting into action, we can even hold your payment for up to 2 weeks to give you some breathing room while you bring in some clients this week.
*************************************************
Action Plan (No Pause)
Great, let's set up a call in the next ___ days to create your Action Plan.
Sill Want a Payment Pause
Go to 5a
4b. They Don't Want Clients 🤐
It sounds like you'd like to pause for _____(months), and you don't want to bring in clients in these next ____(months). Can I ask you a question about that?
Optional Question 1: Re-Evaluate
Based on _______(6 month vision), do you want to put your business on hold completely...
Or would you like to bring in a few clients & make some extra money during this time?
Optional Question 2: Reality Check
Are you in a position where you can you afford to go the next ____ months without any new clients?
*******************************************
1 | They Want New Clients
Go to 4b. (Middle column of this row)
OR
2 | Don't Want New Clients
It sounds like you don't want new clients over the next ____ months.
a | Can't Work (Emergency)
Go to Emergency
b | Time Off From Business
Go to Program Pause 5a
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4c. Not sure if they want new clients? 🤔
It sounds like you'd like to pause for _____(months). Can I ask you a question about that?
Based on _______(6 month vision), do you want to put your business on hold completely...
Or would you like to bring in clients & make money during this time?
Acknowledge and Reflect
****************************************************
Want Clients?
Go to 4a (left column of this row)
Don't Want New Clients?
Go to 4b (middle column of this row)
****************************************************
5. INSISTING ON PAUSE
5a: They Want New Clients
(1 Month Half Payment) 💰
I’m happy to support you as much as I can. And, while I can't _____ (pause your payment), what I can do is reduce this month's payment to a half payment to give you some breathing room while you bring in some clients.
I can also set up an Extra Coaching Call (was "can set up a weekly call" ) with you to support you to get clients quickly and step up to a whole new level of client attraction.
If we do this, we'll need you to sign an addendum to our agreement and add your last half payment to the end of your contract. Does that sound good?
Yes to Half Payment
Awesome! So your next payment will be a half payment, but you'll still get full access to your program.
You will make up your last half payment on _____(date of last payment) but if you make all of the rest of your payments on time, we'll forgive this half payment).
___ (Quinz) will get the addendum to you today so we can make this official.
We need to receive the addendum back ideally today but definitely within the next 2 days. Sound good?
Anything else I can help you with? I appreciate ______ about you.
Can't Do Half Payment
Go to 6a
5b. Don't Want New Clients:
(Program Pause) 🏖️
It sounds like you don't want new clients this month & you want to pause your program for ____(1 month).
We can turn off access to your HUB & Thrive Machine for (1 month). And, we can extend your program for __(1 month).
*******************************************************
Full Pay
Since you're all paid up, you can simply sign an addendum to extend your program by ___(1 month). Sound good?
Go to Row 7.
Payment Plan
There is no additional fee to cover your extension. But, your monthly payments will continue during your pause so you can stay in integrity with Thrive. We'll just need you to sign an addendum to acknowledge the extension. Sound good?
Ready to Move Forward
Awesome! We'll set that up for you!
I'll ask QUINZ to draft a 1 month program pause addendum & send it to you today so we can make it official.
We need to receive the addendum back ideally today but definitely within the next 2 days. Sound good?
Awesome! So you are scheduled to be back in Thrive on ______(date).
Can we set up a "Welcome Back Call" so I can hear how your time was and help you get off to a running start?
Anything else I can help you with?I appreciate ______ about you.
END CALL
5c: Special Requests 🤠
Payment Pause (1 month no payment)
Go to 6a
Payment AND Program Pause Request
Go to 6b
Longer Pause Request
Go to 7a
2nd Pause Request
Go to 7b
Phase 2 (Stay in Thrive) Pause Request
Go to 7c
Talking about Cancellation
Cancellation to Re-Enroll
If they're discouraged
Discouraged to Hopeful
6. PAYMENT PAUSE REQUEST
6a Full Payment Pause Request 🙏🏼💰
IMPORTANT: Go Through Steps 1-5 FIRST
In order for my manager to approve this, we’ll need 3 things in place.
1. Strategy Session
We're going to start by gifting you a Strategy Session with our Head Coach, Jenn, to support you to fine-tune your Game Plan so that you can have a HUGE breakthrough this month in your financial situation.
Before this call, we'll need you to update your game plan, so that the session will help you fine-tune it and spring into action.
Here is a link to Jenn's calendar.
Just so you know, your game plan will need to involve you going into Fast Growth Mode which means that 5 days per week, you’re going to be doing a minimum of posting 1 Social Media Post / Day and beginning at least 5 Chats / day…
This won’t take you a ton of time, but could lead to exponential growth!
2. Daily and Weekly Accountability
We’ll need you to celebrate your successes in the HUB every evening so that we can easily track your progress and root you on.
And, Quinz will be checking in with you weekly to celebrate your successes and give you feedback.
3. Addendum
We will need to sign an addendum to your agreement so that the agreements are clear.
Expectation
We're going to really lean into this. But we need you to meet us halfway and do the work.
If you're not following the plan, your addendum will expire and you'll need to pay Thrive the balance owed or we'll need to create a plan for you to get caught up without access to Thrive.
Quinz will get the addendum to you today so we can make it official. We need to receive the addendum back ideally today but definitely within the next 2 days. Sound good?
Anything else I can help you with?
I appreciate ______ about you.
END CALL
6b Payment AND Program Pause Request 😎
I hear that you want ________(to pause your program AND pause your payments).
Optional: Invite them to get clients
Since it sounds like you need the extra money, I would love to support you more deeply to get clients this month. Are you open to revisiting that conversation?
If they Insist on payment & program pause
I'll talk with my manager and advocate for you. Is there anything else you would like me to share?
Acknowledge & Reflect
And, while I can't promise a payment pause- I can definitely support you in every way that I can. And, I'll get back to you as soon as I have an answer.
Either way, I'll need the addendum to extend your program signed within the next 3 days so that we can secure your program extension and secure the discounted rate you received at the Summit.
Is there anything else I can help you with? I appreciate ______ about you.
END CALL
7. SPECIAL PAUSE REQUESTS
7a Longer Pause Request 🤨
I hear that you want ________(a 3 month pause). I'll talk with my manager and advocate for you. Is there anything else you would like me to share?
Acknowledge & Reflect
And, while I can't promise anything beyond a 2 month pause, I can definitely support you in every way that I can. And, I'll get back to you as soon as I have an answer.
Either way, I'll need the addendum to extend your program signed within the next 3 days so that we can secure your program extension and secure the discounted rate you received at the Summit.
Should we be booking a follow up call here to give an official answer & plan?
Is there anything else I can help you with?
I appreciate ______ about you.
END CALL
7b. 2nd Pause Request 🤨🤨
Can't do a 2nd Pause
Last time we spoke, we agreed to a _____(1 month pause).
I'm curious what's come up?
Where you want to be 3-6 months from now?
While I can't extend your pause a second time, what we can do is offer you another month of Full Thrive Support.
Gifted Strategy Call with Head Coach Jenn
Weekly Check Ins
Fast Growth Mode.
If they're insisting on an extended pause
$97/mo (if can't pay)
Emergency Health pause
program pause (if full pay)
7c Phase 2 (Stay in Thrive)
Pause Request 🏖️
Acknowledge and Reflect (w/o validating)
You can take up to 2 months off, and after that the subscription bumps up by at least $100 per month .
If they want more than 2 months
After 2 months... while we can't pause your program, we can be here to support you while you're on that journey... like in the FB Group, or if you just want to pop on a Thrive Call once a week or once a month, or get a coaching session. That way, you don't totally lose all momentum in your business, and when you come back fully to Thrive, you can hit the ground running.
STOP HERE!!! EVERYTHING BELOW THIS IS NO LONGER CURRENT
EMAIL BETWEEN CALLS
Email After the 1st Call
Hi ______(Name)!
I really appreciated our conversation and am excited to see how much confidence and enthusiasm you have when you have shifted your money situaton and are rocking your business!
Step 1: Shift Your Money Situation This Month!!
Here is the video I promised you... Game Plan to Thrive!
It's a hands on video where you'll get to create your game plan while you're watching it. (Please carve out at least 60 minutes for this process.)
Step 2: Schedule our Next Call
Once you submit your template , here is my scheduling link to book our next call.
IMPORTANT: It's essential that you create your Game Plan BEFORE we talk next so that our next conversation is all about how to help you move forward powerfully!
Talk with you soon!
Signature
5. Email before the 2nd Call
Hi Name! I am really looking forward to our call tomorrow! Here’s my Zoom Link.
And, I can’t wait to see the Game Plan you came up with to shift your money situation and get clients.
If you haven't already done so, please watch the video and fill out your Game Plan here!
If you won’t be able to watch the video before our call, no problem, here’s my scheduling link to reschedule our session for sometime later this week.
I hope you get a lot from the video and look forward to talking with you soon!
Talk with you soon!
Signature
SPECIAL REQUEST CALL #2
Open the Conversation
Hi ___________ (Name)! It’s really great to see you again! I really like your ____(zoom background, shirt) and I’m excited to support you! I have us down for ______(30 min) for this call, does this still work for you?
As always, we are recording this call but if at any time you want me to turn off the recording, I would be happy to do so… sound good?
Awesome! I really appreciated our last call, especially _____________(your openness in sharing where you were at). And, I was really inspired by your vision to _________(make $10K per month!)
My intention for this call is to support you in any way I can to thrive in your life and in your business. Can we start with the Game Plan I asked you to fill out? I would love to see what you came up with to shift your money situation this month?
Game Plan
Strategy outside your business1q Strategies. Choose at least 1..
Bronze: Minimum you need to make in order to pay your bills next month (including Thrive).
Silver: This would mean you are paying your bills and have $2,000-$3,000 additional.
Gold: This would be a breakthrough month.
Strategy inside your business.
What are your 2 packages?
How are you incentivizing full pay for Premium Package? 25% discount with 1 month of bonus coaching.
Assuming that 50% do full pay, how many clients do you need?
How many consults?
How many conversations do you need to initiate?
Who are you going to have these conversations with?
How are you going to get all of these people to talk with?
Filled Out Game Plan
Inspired
Awesome! I am looking at your game plan, and I believe that you can do this.
Go to Game Plan / Coaching on Game Plan
Didn't Fill Out Game Plan
No problem. I would love to support you and I can’t do that fully if I don’t know what your game plan is to shift your money situation.
Fortunately, I do have some more spots for us to talk (later today, tomorrow).
Can we move our appointment forward to ______(day/time)?
Awesome! I will look forward to talking with you then!
Anxious about Special Request
Acknowledge and Reflect
I read over your game plan, and I believe in you and the game plan you set up.
And, I hear that you are still feeling stressed about your finances.
I was able to talk with my manager, and I was able to get approval for a second and final payment extension so you have a little bit more time to work your game plan.
Would it be helpful if we extended your payment to ________ (14 days from the original due date) so you have a full 2 weeks extra to fully work your plan?
Yes, 14 days works!
Okay, I hear that you can't do half payments right now. I can move your next payment forward to 14 days so that you have time to work your game plan and get some money rolling in before we move forward with the half payments. How does that sound?
Awesome! Okay, so we can start your half payments on _______.
Hesitant about 14 days!
Go to Discouraged to Hopeful
No. (Need More Support)
Acknowledge & Reflect
I was able to get approval from my manager for you to make half payments for the next 2 months.
And, I can still extend your next payment for 14 days so that you have time to work your game plan and get some money rolling in before we move forward with the half payments. How does that sound?
Yes to Half Payments
Awesome! So, let's go ahead and sign the addendum.
Share Addendum
Great! So, we're all squared away with our new agreement that in 14 days we'll start half payments for 2 months. And then, your payment will automatically be returned to the full amount.
Can we set up a call to meet in 2 weeks so we can celebrate all of the parts of the game plan that you've accomplished and I can support you further?
Can't do Half Payments
Okay, I hear that you can't do half payments right now. So then, what I can also do is move your next payment forward to 14 days so that you have time to work your game plan and get some money rolling in before we move forward with the half payments.
I really believe that if you dedicate yourself to this, you'll be able to rock this and get back on your feeet again.
How does that sound?
Can't do half payments in 14 days (Mastery)
Okay, I hear that and I appreciate your honesty.
Acknowledge and Reflect
So, then, the next best thing we can do is extend your payment for 2 weeks and at that time, if you still can't make a payment, we can downgrade you to just having access to our Thrive Facebook Group.
Before I share what that would mean, I want to say that I truly believe in you and know that you can figure out a way to stay in ______(program) and continue to get our full support to bring in more clients and more money.
What just having access to our Facebook group means is that you would lose everything else in Thrive.
You would lose:
The Mon-Fri calls
The templates,
The Thrive Machine
Your coaching sessions
The online courses
And the 3-Day Mastery Events.
But... It's only $97/month for access to the FB Group which keeps you inside of the Thrive Community and will be applied to your program balance.
The goal will be to get you back on track as soon as possible so that you can jump back into the regular payments and truly Thrive and make our next _____________________(Platinum Event) in ______(month).
How doe this sound?
If they can't do this:
Go to Cancellation Conversation
Can't do half payments in 14 days (Platinum or Plus)
Okay, I hear that and I appreciate your honesty.
Acknowledge and Reflect
So, then, the next best thing we can do is move forward your payment for 2 weeks and at that time, if you still can't make a payment, we can downgrade you to the Thrive Membership program...
Before I share what that would mean, I want to say that I truly believe in you and know that you can figure out a way to stay in ______(program) and continue to get our full support to bring in more clients and more money.
What Thrive Membership means is that you would still be able to join the Mon-Fri calls and access the templates used on those calls. And, you'll also still have access to the Thrive Facebook Group.
But you would lose access to:
All of the rest of the templates,
The Thrive Machine
Your coaching sessions
The online courses
And the 1-Day Leverage and Speaker Events and 3-Day Mastery Events.
It's $297/month for Thrive Membership and that will be applied to your Platinum / Platinum Plus tuition.
The goal will be to get you back on track as soon as possible so that you can jump back into the regular payments and truly Thrive and make our next _____________________(Platinum Event) in ______(month).
If they can't do that: Go to Left Column.
Next Steps
I'll send you an email with your game plan so it's at the top of your inbox. I recommend getting some extra support this week by ____________(recommend Thrive Support below.
We'd like to give you 1 month to show yourself and your daughter and anyone else who is wondering that you really have what it takes to do this.We are willing to turn your access back on to Thrive... if...Watch Day 3 of our last Client Attraction Mastery program.Go into Fast Growth Mode, which means that you follow the Get Consult System and reach out to 5+ people per day (25+ people per week) and write 1 post per day.With the money you make from this month, you make your first payment to Thrive.And, you continue that momentum into the May 24-Day Challenge.I think this is a good strategy for those that are hungry to grow their business but are running out of money (or have run out of money).This only works if she is willing to go into Fast Growth Mode. If she's not willing or able to do Fast Growth Mode, we could take a payment of $50 or $100 per month until she's able to increase the amount.
THRIVE SUPPORT
“Inner Game Support” Assignments
Top ways to get Inner Game Support
1. Wednesday Inner Game Calls
2. Join the next 3-Day Mastery Event
3. Book a Coaching Session
4. Join a team at the next challenge.
5. Transformational Leadership (Platinum)
6. Money Breakthrough (Plus / Lifetime)
Asset Support
Top ways to get Asset Support.
1a. Focus on Next Asset Template or
1b. the. Asset that is your weakest link
2. Listen to the Recording
3. Book a Coaching Call
“Bring in Clients” Assignments
Top ways to bring in clients
1. Get in the next 24-day challenge
2. Go to Monday Book Consults Calls
3. Choose one of the 18 Paths.
4. Join the next 3-Day Mastery Event
5. Book a Coaching Call
Complete Call
Can you put a reminder to send me an email in _______(7 days from today), letting me know what you accomplished from your Game plan?
Awesome! I can’t wait to hear what you accomplish this week! I know you can do this and I'm rooting for you!
AFTER THE CALL:
Step 1: Next Step Message
Text 1:
Hi First Name!
I'm inspired by the game plan you created and can't wait to see you rockin' it!
Here's a link to it!
If there's anything I can do to support you, please let me know.
Subject: Here’s Your Inspiring Game Plan
Hi Name!
It was really great speaking with you today. I was inspired by __________ (your belief in yourself!)
Here’s a quick summary of your Game Plan.
Your Game Plan to shift your Money Situation this week is:
1.
2.
3.
Your Game Plan to reach your Gold goal is to have _____ conversations this week!
I can’t wait to hear from you on ______(day) with what you accomplished.
Let’s do this!
Signature
Step 2. Go to Monthly Success Tracking Board
1 Add their game plan as a note.
2. Tag their coach.
3. Set yourself a task to follow up in 8 days if you don't hear back from them.
Step 3: Text if they don't send you the email
Hey ____(Name)!
I really enjoyed meeting with you last week and hope you had a very produtive and grace-filled week!
I would love to hear how it went. If you accomplished what you set out to accomplish, I am here to celebrate with you. If you didn’t, I am here to support you.
Either way, I’m on your side, rooting for you!
CLIENT ATTRACTION DIAGNOSTIC TOOL:
Momentum Builders
Success Indicators
FAQ's
Special Request FAQ's
I’ve reached some success in my business, but I have also had plenty of money struggles in my life, so there’s nothing you can share that would freak me out or have me judge you.
Can you make this special exception for me?
I don't want to promise you something that may not happen, because this is not something we ordinarily can do.
_____________ is our policy, it's in our agreement.
But, I would be happy to make your request to our Leadership Team and get back to you. In the meantime, I would recommend that you and I set up a Game Plan call to get you back up and running.
Who is your Leadership Team?
We have 3 Managers, Arlyn, Shiela, and Che, plus Jesse and Sharla.
Can I speak with your Supervisor/ a member of your Leadership Team?
I would be happy to make that request and will let you know what their capacity is within this next week.
Why do I have to set up a Game Plan Call?
Great question! For two reasons:
1) So you can set yourself up to Thrive in your business... and
2) because we have an agreement and if we're going to change our agreement with you, we want to make sure that you have a great plan to keep our new agreement.What would most support you right now?
What are the 5 things that must be in place to get a Special Exception (if they're not in an Emergency Situation?
1. Create Game Plan that can work
2. Get Manager Approval.
3. Payment Schedule is shifted and all payments for the program are scheduled.
4. Send the Addendum for them to sign.
5. Add signed addendum to their Thrive Machine Account.
If they want Payment Pause and won't be getting clients
We can allow you to keep access while your payment is on pause. That way, we can be here to support you while you're ________(going through your move)... like in the FB Group, or if you just want to pop on a Thrive Call once a week or once a month, or get a coaching session. That way, you don't totally lose all momentum in your business, and when you come back fully to Thrive, you can hit the ground running.
1. EMAIL BEFORE FIRST CALL
1. Email before 1st Call
Hi (first name), I received your email and I appreciate your request.
I have really appreciated ______________ about you, And, I would like to support you in any way that I can to rock this next chapter of your life and business!
And, I’d love to check in with you about your request to ___________(pause your next payment).
Can we book a call so I can understand more of what you’re going through, what you most want, and support you more fully to thrive?
Here’s my calendar to book a call.
I appreciate you and I look forward to talking with you soon!
2. CONTEXT FOR FIRST CALL
2. Context for 1st Call
Special Exceptions are reserved for Thrive Members who:
1. Are in an Emergency Situation (and will not be working in their business for 1+ month(s)).
OR
2. Ask without prompting for a special exception and are likely to cancel otherwise.
Open the Conversation
Experience In Thrive
Where Are Now
Fast Growth
They Want New Clients
Insisting On Pause
Payment Pause
Special Pause Request
After the Call
FAQs
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