Offboarding

Cancelations

If a member has canceled already:

Please inform Bella of a cancelation and who the member is.
Then, send them this email acknowledging their cancelation prior to removal.

Email Template:

Hi {name}

Oh no! We saw that you canceled. We want to make sure we are doing everything we can to support you. Did we fall short?

If you could please take 3 minutes to answer the questions below and reply via this email we would really appreciate your feedback!

Is there anything we could have done better?

Is there anything that was missing?

What was your main purpose for canceling?

Is there anything we can do to have you stay?

We want to hear your thoughts so we may come up with a solution for you and further members regarding your experience.

Speak soon

{signature}

3.When you receive the feedback, report to Bella she may have a solution (this will become a future SOP)

4. Put answers to the questions in this spreadsheet under the "cancelation survey" tab so we can track people's feedback and reasons for leaving in order to find reoccurring issues:https://docs.google.com/spreadsheets/d/1jJAlDIIuks4aFsQRRUAbB8-Ph7A3m3pphNCrFvNQT70/edit#gid=749000563

5. If they don't respond in 2 days, send the email again, and if you hear nothing back continue with the removal process.

If they request to cancel:

Send a similar email above asking for feedback, and let them know if they wish to cancel they must do it themselves.

Email Template:

Hi {name}

Oh no! We are sorry to hear you wish to cancel your membership. We want to make sure we are doing everything we can to support you. Did we fall short?

If you could please take 3 minutes to answer the questions below and reply via this email we would really appreciate your feedback!

Is there anything we could have done better?

Is there anything that was missing?

What was your main purpose for canceling?

Is there anything we can do to have you stay?

We want to hear your thoughts so we may come up with a solution for you and further members regarding your experience.

If you still wish to cancel, you can do so by going to your account at Jump Consulting.net, then go to subscriptions and cancel your subscription.

Speak soon,

{signature}

**We have them cancel themselves for 3 reasons. 1 we are not responsible for this and 2 they need to go in and do it themselves, and 3, sometimes they forget to cancel and continue with their membership.

2.When you receive the feedback, report to Bella she may have a solution (this will become a future SOP)

3. Put answers to the questions in this spreadsheet under the "cancelation survey" tab so we can track people's feedback and reasons for leaving in order to find reoccurring issues:https://docs.google.com/spreadsheets/d/1jJAlDIIuks4aFsQRRUAbB8-Ph7A3m3pphNCrFvNQT70/edit#gid=749000563

Member removal process

Take off labels on their card and add the canceled label. Delete any due dates and move card to the canceled list.

2. Move their information from the current spreadsheet roster to the canceled list.

2. In the Mastermind Facebook group, go to the Files and search for the document of the client who wants to leave. Download the file and save it in Google Drive in past client files within a new folder with their name of it.

**If you can't find the file there, head to Guides and go to "member files". There you will find files from the last year or so when Facebook changed its file system. From there you can just move the document to past client files and removed them from editing the document.

3. Delete them from the Facebook group, but leave any comments/posts they made.

Canceled member call back cards

When someone cancels with the intentions of coming back (ex: leaving to have surgery, don't have time right now, etc.)

If they mention then they plan to return (Ex: the fall, or summer time), take note of the date, month or season and set a reminder for yourself in slack and on their trello card in the Client board (it will be in the canceled collum now).
When you're notified go into Canva and using the template add in their name and business logo. https://www.canva.com/design/DAEpoHdyAAQ/oYW5N6t5cq-6xBbYYf8lwA/edit
Go into shutterfly and create a card with the design and send it to them.

This helps them know we are still thinking of them and want them back in the mastermind in a more personal gesture than just an email.

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