Free kit for gyms and fitness studios
The Member Save Kit
Spot members who are drifting, offer a pause before a cancel, and win back the ones who left.
A cancel request is usually the end of a story that started weeks earlier, with missed visits nobody noticed. This kit catches people while they're drifting, gives them a softer option than leaving, and keeps the door open for the ones who go.
Want it as a PDF? 7 pages, to print or keep. Enter your email and it downloads.
How to use this kit
- One play at a time. Start with play 1. Each one is a small change to how you already work, not a new system.
- Swap in your words. Words in braces, like {first} and {time}, are yours to fill in: the customer's first name, your open times, your link.
- Track one number. Every play ends with the one number to watch. Check it before you start and again a month later.
- Text people who said yes. Only text customers who agreed to get texts from you, and give them an easy way to stop. Email is fine for the rest.
What's inside
Play 1
Reach out when someone goes quiet
Cancels usually start with missed visits. A friendly note after 10 days away often brings people back before they decide to leave.
Do this
- Each week, pull members with no visit in 10 days.
- Send a personal note, not a promo.
- Offer a specific class at a time they used to come.
Text to send
Hey {first}, we missed you this week! {Class} on {day} at {time} still has room. Want me to save you a spot?
Track: Members who come back within 14 days of the note.
Play 2
Ask what changed
People drift for a reason: a new job, an injury, a schedule that stopped working. Asking helps you fix the real problem.
Do this
- In the check-in, ask one open question.
- Listen, then offer one change that helps, like a new class time or a coach check-in.
- Note the reason on their profile.
Text to send
Hey {first}, we haven't seen you in a bit and wanted to check in. Has anything changed with your schedule? Happy to help find a time that works.
Track: The reasons members give, counted each month.
Play 3
Offer a pause before a cancel
Many cancels are about a busy month, travel or money. A pause keeps the relationship, and often turns back into a membership.
Do this
- Decide your pause rules: how long, what it costs, how often (the template at the end).
- Offer it every time someone asks to cancel.
- Text a week before the pause ends.
Text to send
Totally understand. Before you go, would a {length} pause help? Your rate stays the same when you come back.
Track: Cancel requests that become pauses, and pauses that restart.
Play 4
Have the save conversation, once
When someone asks to cancel, one honest conversation can keep them, if it's about them and not about you.
Do this
- Thank them, and ask why, once.
- Offer the one option that fits their reason: a pause, a smaller plan or a different time.
- If they still want to go, make it easy.
What to say
Totally understand, and thanks for telling me. Can I ask what's behind it? ... Would a {length} pause help? Your rate stays the same when you come back.
Track: Cancel requests that turn into a pause or a plan change.
Play 5
Make leaving easy and kind
A smooth, friendly exit is the first step of a win-back. People come back to places that treated them well on the way out.
Do this
- Process the cancel quickly and confirm it in writing.
- Thank them by name.
- Ask if you can check in down the road.
Text to send
All set, {first}. Your membership ends on {date}. Thank you for training with us. Mind if we check in down the road?
Track: Former members who say yes to a check-in.
Play 6
The 60-day check-in
A couple of months after leaving, many people miss the routine. A personal note with a reason to come back can be all it takes.
Do this
- Two months after they leave, write to the ones who said yes.
- Mention something new, or an easy way back in.
- Offer one free class.
Text to send
Hi {first}, it's {coach} from {gym}! We've added {new thing} and thought of you. Want a free class to try it?
Track: Former members who rejoin within 90 days.
Play 7
Win back former members with something new
Former members already chose you once. A new program, coach or schedule is a real reason to come back.
Do this
- Keep a list of former members.
- Write to them when something actually changes.
- Offer a free class to try it.
What to say
Something new at {gym}, and a free class on us
Track: Former members who rejoin within 60 days of the note.
Copy this
Your pause policy
Offer this every time someone asks to cancel. Swap in your rules.
Pause your membership for {min} to {max} weeks, up to {times} times a year.
Your rate stays the same when you come back.
A pause costs {pause fee} a month.
Your membership starts again on {restart date}, and we'll text you a week before.
Your first week
Four things to do this week.
- Pull your 10-day quiet list and send the notes.
- Write your pause policy.
- Practice the save conversation with your team.
- List everyone who left in the last 3 months.
Want it as a PDF? 7 pages, to print or keep. Enter your email and it downloads.
Free to use and share. The plays are advice on what to do and what to track, not a promise of results, and the templates aren't legal advice. Example names and times in the texts are fill-ins.
