Phone calls & errands
How to cancel a gym membership
You’re talking to Kyle, at the front desk. The goal: cancel today without accepting offers you don’t want.
Your first line
Kyle starts with “Hey, welcome in! What can I do for you today?”
“Hi, I’d like to cancel my membership today.”
Say it up front: “cancel” and “today” in your first sentence leave little room for a pitch. You don’t owe a reason, so don’t lead with one.
What Kyle might say, and what to say back
Kyle: “Can I ask what’s got you wanting to cancel?”
You: “It’s just not for me anymore. I’d like to cancel today, please.”
Kyle: “What if we froze it for a few months instead?”
You: “I appreciate it. I’d still like to cancel today.”
Kyle: “Cancellations usually go through my manager. She’s in Monday.”
You: “Okay. Who can do it today? If no one can, please note my request with today’s date and give me a confirmation number.”
Two things that trip people up
- Saying it’s too expensive or that you haven’t been going.Those turn into a discount or a freeze pitch. Just say it’s not for you anymore.
- Leaving without a confirmation number.Get the confirmation number, the date of your last charge and the rep’s name before you go.
Now say it out loud
Reading the words isn’t the same as saying them. Practice this one with Kyle pushing back like the real person would. Then your coach, Frankie, fixes your exact words. The move to focus on: Say it up front.
Practice this one free3 free reps a day. No sign-up. Out loud or typed.