Special Request
Procedure
Thrive Emergency
Support
Thrive
Policies
Thrive Machine
Policies
Stay in
Thrive
Sort out
Loose Ends
Pausing
Payments
Thrive Payment Policies
SPECIAL PAYMENT REQUEST SCRIPT
Policy Update:
1. If a Thrive Member is in communication, they should be taken off A/R sequence and should not be getting A/R emails or texts.
2. If they’re 2 or 3 payments behind, the ideal situation is that they catch up before coming back. But if they can’t catch up, they can just make 1 payment
and add the other 1 or 2 payments to the end of their program.
Intention for Money Conversations with Members
Our intention:
As much as we care about our Thrivers and want them to succeed, our intention is NOT to rescue them.
1. Empower them to meet this situation as a Transformational Leader.
2. Find the strength and financial resources to prevail in their life... (not from Thrive).
3. If their business is still important to them, they find a way to Stay in Thrive.
They joined Thrive because they haven’t yet mastered how to make money in their business. And, if they still haven't mastered this skill, their work with us may not be over.
Tone:
Our intention is to be kind, compassionate, clear, professional, and firm.
Goals:
50% or more cancellation requests stay Re-Enroll.
50% Special Payment Requests find their own Resourcefulness (and don't need Thrive to change our original agreement).
Payment Plans should ALWAYS be ON (and NEVER turned off.)
Anyone who is a member, should have ALL of their next payments scheduled. Payment plans should NEVER be turned off.
Here's how to do this with in the most extreme cases.
1. Special Payment Requests.
If their payment is coming out tomorrow and they don't have it... we can push forward your payment for 7 days. In the meantime, let's meet to put a game plan together so you can Thrive!
2. Cancellation Requests:
Concierge lets Client Care know that due to a cancellation request: Please make sure that ____(Name's credit card is not charged for the next 14 days."
Concierge then let's Client Care know what the outcome of their conversation was and what the next steps are.
3. Emergency Situations:
If a client is unable to meet (because of an emergency) and asks us to stop payments indefinitely.
1. Concierge says: We can stop payments until _____(3 months from now at the most). At that time, can we meet to discuss how you're doing and how we can best support you to thrive at that time.
2. Concierge schedules a call with that person 1 week before the payment is supposed to come through.
3. Concierge updates Client Care with how to proceed.
How to Gracefully Say No
While we can’t do _____________, what we can do is __________________.
SPECIAL PAYMENT REQUEST (PROCEDURE)
When do we offer Lowered Payments?
Lowered payments are only available to Thrivers who have stated that they would need to cancel if they don’t get this support.
Special Payment Request Procedure
Conversation #1:
1. Conversation #1 (Invite to Game Plan).
2. Send Member the Game Plan Email.
3. Share notes of conversation with Manager and get approval for half payments for 2 months (if they ask again for it).
Conversation #2:
1. Coach them on their Game Plan for 15-20 min.
2a. If they don't ask for Special Exception, end the Game Plan call with their plan of action.
2b. If they ask for Special Exception, offer half payments for 2 months.
3. Ask them to sign the Addendum Contract.
4. Tuition is automatically set to return to full payment after 2 months.
If they can't do half payments go here:
[Mastery] After 2 Months, Still Need Help
Go through Conversation #1 and ask them to fill out the Game Plan again, with the intention of empowering their resourcefulness.You can submit a Manager Request for Half Payments.
If it's approved, you can do another 2 months of half payments.
*********************************************************************************************
After 4 months, if they can't return to their full monthly payment.
1. Invite them to stay in Mastery at $497/month for more months.
2. Downgrade to Thrive Membership.
a. Figure out how much they owe for Mastery.
b. Ask Client Care to create a $297/ month membership until they're complete.
c. The month after they complete, they are added to a Mastery Stay in Thrive Subscription at $297/month.
d. Sign Thrive Membership Contract.
*********************************************************************************************
If they can't do $297/month
Go here
If they want to cancel,
Go to Cancellation to Re-Enroll
[Platinum or Platinum Plus] After 2 Months, Still Need Help
Go through Conversation #1 and ask them to fill out the Game Plan again, with the intention of empowering their resourcefulness.
You can submit a Manager Request for Half Payments.
*********************************************************************************************
After 4 months, if they can't return to $997/month:
1. Downgrade to Mastery
a. Figure out how much they owe for Platinum (Plus).
b. Ask Client Care to create a $497/ month or $697/month payment plan until they're complete with their payment (and give them full access to Mastery the entire time).
c. The month after they complete, they are added to a Mastery Stay in Thrive Subscription.
d. Sign Mastery contract.
2. Drop down to Thrive Membership access only. $297/month.
*********************************************************************************************
If they can't do $297/month
Go here
If they want to cancel,
Go to Cancellation to Re-Enroll
What Thrive Membership includes
1. They lose access to Private Coaching, 1-day and 3-Day Events, and all Mastery & Up templates.
2. Pricing:
a. Thrive Membership Only is ($297/month ongoing)
b. Thrive Machine and Thrive Membership ($397/month ongoing)
c. These payments are credited toward their Mastery or Platinum Program.
3. As long as they make their Thrive Membership Payments:
a. Their Mastery or Platinum Program is paused.
b. They can continue their Mastery or Platinum Program with the # of months left once they return to their original payment of $497 $697 or $997 payments.
c. Their Initial Program is fully paid off and they can then make Stay in Thrive payments.
THRIVE EMERGENCY SUPPORT:
Thrive Emergency Support
Our programs are intentionally 12-24 months to support our Members through big challenges. But, if a Member gets hit so hard that they can't work. That's where Emergency Support comes in.
Emergency (to Compassionate Support Template
Here are the types of challenges that would warrant Emergency Support:
a. Extreme Health Challenge (eg. cancer, in the hospital).
b. Extreme financial hardship (eg. bankruptcy, can't afford food)
c. Giving Birth
Logistics
If approved by Manager, Addendum Contract is signed.
Tuition is set to automatically return to the originally contracted amount.
Time frame:
a. 1-2 months (unless there is a strong reason to request more time).
Prime candidates
a. “I want to be in Thrive but I am in an extreme situation and if I don't get help I will need to cancel.
.”b. We have a special spot in our heart for BIPOC (to increase equity).
If it makes sense, they can maintain access to Thrive and we will extend their program by the number of months they are in the Emergency Support Plan.
AFTER 2 MONTHS (WITH ACCESS, AND LOWERED PAYMENT) THEY STILL CAN’T PAY
1. If they want to stay in Thrive
a. They can keep access to FB Group for $97/month until their pogram is paid off.
The $97/month is credited toward their program.
OR
b. We can extend their program (with no payment and no access) for 1-3 months.
i. Their payments will be set to start at the end of that duration.
ii. After 3 months, they can return to their program or cancel.
2. If they ask to cancel
Go to Cancellation to Re-Enroll
a. If they don’t owe Thrive anything, close out their contract.
b. If they do owe Thrive money, ask them to pay $97/month to pay for what they received.
3. If they can’t do $97/month:
IMPORTANT:
The ONLY time we ask “what payments can you commit to” is when they are no longer receiving access to our programs or in our FB Group.
What monthly payment can you commit to, to pay off your agreement?
4. If they don’t think they should pay for the events they had access to:
As we shared at the Summit, the ___________ (Mastery/Platinum (Plus)) package that you signed up for is deeply discounted. The discount is based on you completing the program and completing the payments.
If you were to end early, you are not responsible for covering everything a la carte, like the private coaching and the online courses, etc. But, there is an additional fee for the events you had access to.
5. If they refuse to pay
If they refuse to pay, and owe less than $1,000, please recommend that we write them off. If they owe more than $1,000, recommend to your manager to:
1. Recommend write off for this person
OR
2. Recommend that we reduce the Event Access amount
a. For the 3-day events from $2,997 to $1,997 or $997.
b. For the 1-Day Events from $997 to $497.
OR
3 Recommend that we send an attorney letter.
Stay in Thrive
When They Start Paying Stay In Thrive
After their initial contract, they get 2 free months because of the Grand Prize and Philanthropy Club bonuses
The 2 months Thrive Membership BONUS comes from:
1 Month from Grand Prize.
1 month from joining the Philanthropy Club.
We allow them to stay in their program for those 2 bonus months which makes the:
Initial Mastery program 14 months. At Month 15, they'll start paying $297/month.
Initial Platinum Program 20 months. At Month 21, they'll start paying $497/month.
Initial Platinum Plus program 26 months. At Month 27, they'll start paying $497/month.
Stay in Thrive (Mastery)
Stay In Thrive Policies
How do we track Stay in Thrive Members?
When someone joins Stay in Thrive, their Pre-Stay in Thrive Tag switches to Stay in Thrive and they are marked in Monday.com as Stay in Thrive.
Can they start and stop Stay in Thrive?
They have 1-3 months (no more than 3 months total to have their subscription lapse.
After 3 months, their discounted membership goes from:
Mastery $297/month to $397/month
Platinum and Platinum Plus: $497/month to $597 /month.
THRIVE POLICIES
Links to Contracts
Contracts are found in Infusionsoft (for now) under File Box.
Link to Mastery Contract
Link to Platinum Contract
Link to Platinum Plus Contract
How long do we hold a spot for a member who cancels or graduates?
When someone cancels, we can hold the spot for 3 months at the rate they’d been paying, and they can rejoin with the number of payments and months they have left in the program.
After that, they'll have to re-enroll at whatever the current rate is (without the $2,000 Certificate from Summit). The payments they made previously to their program pre-cancellation will not be credited toward this new enrollment. So, they will in essence, be starting over with Thrive.
If a Member Asks Us to Cancel (or Needs More Time to Make a Payment)
We move the payment date forward by 14 days (for that month only) so Concierge has time to sort through it.
How Long can a Member Pause their Program (If they're not in an Emergency)?
All Program Exceptions / Pauses are approved by manager.
After 3 months of (consecutive or non-consecutive) pausing of the program, they'll either need to consistently make payments or cancel and re-join later without Summit $2,000 Certificate) and without credit for what they've paid.
Anything other than that needs to be approved by manager.
SOP
3. How to calculate the Value Received vs remaining balance owed for a cancellation of membership?
A. Check # of months attended
B. Check events they had access to since Thrive started.
C. Add $ value of months plus $ Value of events to get Total Value
D. Total Value minus What They Paid.
E. Remaining amount equals the owed balance
4. What if a client wants more time to pay their monthly payment?
A. We can offer up to a 7 day extension/grace period.
B. Anything more than that, needs to be approved by Manager.
5. What if a member disputes the amount?
A. Review members IS file
B. Check owed balance for errors
C. Contact member
D. Review concerns
E. Offer solution: “While we can’t do this… we can do this…”
6. What if a member says they don't want to pay because _____(unhappy with Thrive)?
A. Contact member and review concerns
B. Make a note of feedback and concerns
C. Take time to ensure member feels heard
D. Steer conversation back to payment matter
7. Early Tuition Pay Offs
If a member wants to pay off their balance early, they get a pro-rated Tuition Amount AND they also receive a pro-rated amount of additional coaching sessions, as follows:
Simple Money Example
So, if they would have saved $3,000 if they did a Full Pay at the Summit and they pay off their balance halfway through their program, they would received $1,500 off their Payment Plan when they pay off their balance.
Coaching
A. If they’ve completed less than 25% of their program = 4 Bonus Coaching Sessions
B. If they’ve completed 25%-50% of their program = 3 Bonus Coaching Sessions
C. If they’ve completed 50%-75% of their program = 2 Bonus Coaching Sessions
D. If they’ve completed more than 75% of their program = 1 Bonus Coaching Sessions
10. Coaching Session Expiration
As it says in your agreement, your coaching sessions expire when you complete with Thrive. But if you are in the Stay in Thrive program, you can use up to 2 sessions per month.
f they're upset (or insistent)
On rare occasions, we can extend you 2 months to get in up to 4 more coaching sessions (if your coach has availability). At no extra charge.
11. Inquiring about the Guarantee
The policy is that they have to fully work the program and if they don't make $16K in 12 months, they can ask for a refund between months 12-15.
If you go in the HUB to Programs / Client Attraction Mastery, you'll see underneath the Welcome message are the Assignments. 9 Year-Long Assignments,
1. Come to All Mastery 3-Day Events
2. Receive all your coaching sessions (and use them to accelerate your mastery of the templates)!
3. Attend 6 (or more) "Get Clients" Challenges
4. Set Intentions and Celebrate Successes an average of at least 10 days of each month!
5. Fill in all of your Assets for all Mastery Templates
6. Attend at least 1 Thrive Membership Call / week
This is what we mean by fully work the program.
If Lou did most of these things but didn't do all of them, then we can be generous... so, the first question to ask would be:
Hi Lou,
Thanks for inquiring about our Money Back Guarantee Policy. The policy states:
Copy and Paste Guarantee from Program Agreements in Pandadoc.
To help us better understand whether you fully worked the program:
How many Mastery 3-day events did you attend?
How many coaching sessions did you do?
How many Get Clients Challenges did you attend?
Did you fill in all of your Mastery Assets into the HUB?
How many Thrive Membership Calls did you attend each week (on average)?
THRIVE MACHINE POLICIES
If they pause longer than 2 months (without an extreme emergency situation), they lose the discount and the price goes up to $297/month for just Thrive Machine and increases to $397/month for Mastery and $597/month for Platinum.
Thrive Machine will be suspended for 12 months before deleted so that we retain their assets that they built in the Thrive Machine.
When someone asks to pause, or cancel Thrive Machine, we should let them know this policy so that they are not surprised.
LOOSE ENDS WE NEED TO SORT OUT
If someone asks for a program extension over email:
By Email.
Hi Name!
I would be happy to talk with you about a program extension.
By Conversation.
It’s not extreme circumstances.
We’ve made this a 12 month /18 month program to build in the possibility of challenging life circumstances.
If it’s extreme circumstances listed in Google Sheet:
I hear that you’re going through __________ and that you’re asking for _____________.
And, we want to support you as best we can. I will bring this to our leadership team and request a program extension.
5 Reasons to bring a member to Jesse immediately.
1. Bring up the Guarantee a few times.
2. Mentioning Having Negative Conversations with other Thrivers.
3. Request for refund.
4. Highly emotional conversation with upset toward you, another team member or Thrive.
5. If you have a weird vibe about them and the impact they might be having on our team/community..
PAUSING PAYMENTS / PROGRAM EXTENSION
Important Context
Once we change their payment, their contract with Thrive becomes more vulnerable.
So, the reason you need Manager Approval for all payment changes is because we want to slow down the process and give you a chance to coach them on their game plan, such that they may not need the financial support from Thrive.
They can use their 2 bonus months now.
So, we pause payments for 2 months and they still get access to their program for 2 months.
Whenever we change payments,
1. We need manager approval.
2. We need an addendum signed. .
3. We need tags changed added.
4. We need payment plan (and subscription) changed.
NO ACCESS with PAYMENT.
The only time we do program extensions is at the Summit, if they want to start paying for the program and start the program 4 months later.
The only reason to bring this to your manager would be if they say they will cancel if we don’t extend their program.
Your program is _____ months, and the reason we make it so long is because we know that sometimes life happens and we build in extra time in the program for you to do things like ______(what they said they want the extension for).
But you have a built in program extension with the 2 Bonus Months you get in the program, so you actually get ____ Months in the program before your Stay in Thrive Payments kick in.
So, the good news is that you can maintain access to Thrive and you can jump into Thrive as little or as much as you want. Sometimes, the community can be powerful and supportive for what you may be going through.
Sometimes, working on your Code or your Package or your Online Course or Workshop can help you keep even just a little momentum going so that 2 months from now you haven’t lost all momentum.
NO ACCESS and NO PAYMENT.
After 2 months of No Payment with Full Access…
If they are in an emergency situation or would cancel Thrive otherwise.
With Manager approval…
They can pause their program AND payments for up to 3 more months.
Payments need to restart automatically after those 3 months.
After these 5 months, unless approved by Manager, their program will be cancelled out, and they’ll lose the $2,000 Certificate.
NO PAYMENT with ACCESS to the program.
With Manager Approval,
if they say they would otherwise cancel or are in extreme emergency situation,
They can use their 2 months bonus to keep access and not pay (for 2 months).
Their payments should be set to automatically charge them after the 2 months.
Addendum signed.
If they still can’t pay after 2 months of no payment…
But, I’m not going to use the program…
No problem, this is our gift to you… you can jump into Thrive as little or as much as you want. Sometimes, the community can be powerful and supportive. Sometimes, working on your Code or your Package or your Online Course or Workshop can help you keep even just a little momentum going so that 2 months from now you haven’t lost all momentum.
If they haven’t signed the addendum
You have up to 3 days to get this agreement back to us to ,maintain uninterrupted service.
When do we ask them to fill out the Game Plan?
We ask them to fill out a game plan if they are asking to pause because of money. In this case, it's required.
Or if we think it would be useful based on their situation we can make it optional.
2nd payment Pause
The answer is no. If they say that they will then want to cancel we can offer half payments for 2 months.
If they say that they can't do that and they will need to cancel, we can then send that info over to Quinz/Jesse to approve a second payment pause.