Playbook: Handling a Gym Cancellation

Playbook: Handling a Gym Cancellation

When a gym wants to cancel their subscription, follow this process to handle it professionally and preserve the relationship where possible.

Step 1: Understand the Reason

Before processing the cancellation, try to understand why:

• Cost concerns — Offer a temporary discount, plan downgrade, or payment holiday
• Feature gaps — Document the missing feature, create an Ideas entry, offer a timeline if it's planned
• Business closing — Nothing to retain, process promptly
• Competitor switch — Ask what the competitor offers that Bliply doesn't — this is valuable product intelligence
• Usage decline — Offer training, point to underutilised features, schedule a re-onboarding call

Step 2: Retention Attempt

If the gym is open to discussion:

1. Schedule a call to discuss their concerns
2. Prepare specific solutions (pricing adjustment, feature override, training)
3. Document the outcome in internal notes

Step 3: Process Cancellation (if retention fails)

1. Confirm the cancellation date (end of current billing period or immediate)
2. Set the gym status to Cancelled
3. The gym's data is retained for audit and compliance purposes
4. The gym can still log in to view/export their data for a grace period
5. Record the cancellation reason in internal notes and the lead/gym record

Step 4: Post-Cancellation

• Add a note with the reason category (cost, features, closing, competitor, usage)
• This data feeds into churn analysis and helps prioritise product development
• If the gym expressed interest in returning, set a follow-up reminder for 3-6 months

Reactivation

If a cancelled gym wants to return, see "Gym Status Lifecycle" for the reactivation process.