Sticky Situation: Membership Cancellations

What do you do when a client cancels their spa membership before their contract is up?

Thinkstock

The Situation: Membership contracts are typically for a 12-month period, but every once in a while a client wants to get out before the agreed-upon date.

The Solution: "We first schedule a cancellation consultation to find out their reason ending the membership early," says Stephen Smith, CEO of Planet Beach, an automated spa service company. "We then present the client with several options. If the cancellation is due to money issues, we go over our Ambassador Program, explaining ways to earn months of free dues. Should they decline this offer, we also offer the option of downgrading the membership rather than canceling. An additional option is to transfer their membership to a friend or family member."

Got a Sticky Situation to share? Email carrie.borzillo@gmail.com.