{"href":"http://player.captivate.fm/services/oembed?url=http%3A%2F%2Fplayer.captivate.fm%2Fepisode%2F1748ed36-e159-4a5d-a9f2-90e5920a34e1","version":"1.0","provider_name":"Captivate.FM","provider_url":"https://www.captivate.fm","width":600,"height":200,"type":"rich","html":"","title":"358 - Avoid These Terrible Membership Cancellation Policies","description":"Is your cancellation process as effective as it could be?\n\nAs a membership site, it\u2019s vital to get the balance right! You need to make the decision for your members to leave difficult\u2026not the process.\n\nIt\u2019s very easy to feel hurt or worried when members depart in their droves but don\u2019t take it personally. Members will end their subscription for so many different reasons\u2026 and they may well come back very soon.\n\nIn this episode of the Membership Geeks podcast, hosts Mike Morrison and Callie Willows discuss some of the most common things membership site owners get wrong when faced with customer cancellations.\n\nEssential Learning Points:\n- Why you should remember to \u2018think like a member\u2019 \u2013 how would you want the process to go if you wanted to cancel a membership?\n- Why it\u2019s important to make the decision to cancel difficult \u2013 not the process\n- Why you should avoid turning members who might rejoin away\n- Finding the right software to make the process seamless\n\nKey Quotes:\n\u201cDuring the cancellation process, give it a final shot to try and convince them to stick around. But it shouldn't get in the way, it shouldn't be an obstacle.\u201d\n\n\u201cIf that member experience was 100% positive up to that point, you can ruin it all by having a terrible approach to cancellations.\u201d\n\n\u201cIf someone has paid for a month, you have to give them that month. If someone's paid for a year, you have to give them that year. This is why we say that you're getting into dodgy legal territory if you don't actually honor that.\u201d","thumbnail_width":300,"thumbnail_height":300,"thumbnail_url":"https://artwork.captivate.fm/53f31fb8-8b58-4b83-ba78-d273a7c18305/zBrAhxVvn3IkBW5zj_5ZhImf.png"}