My staff hated making win back calls. Nobody wants to call someone and ask why they quit.
The problem
Carlos had a growing list of cancelled memberships sitting in his system that nobody ever really followed up on, because his front desk staff found the calls uncomfortable and kept putting them off in favor of more pressing tasks. He suspected there was real opportunity there but had no consistent way to actually work through the list.
What changed
He ran his full list of cancelled members through an automatic reactivation campaign, checking in on why they left and offering a simple incentive to come back for members who seemed open to it.
The result
Carlos said he was surprised by how many members had cancelled over something fixable, like a scheduling conflict with a class time, and once that was addressed on the call, many came right back. He brought back a meaningful chunk of his cancelled list within the first push and now runs the campaign quarterly.
My staff hated making win back calls. Nobody wants to call someone and ask why they quit.
See what this looks like for your business
Fifteen minutes is enough to show you a real call, start to finish.
