For gym or studio owners · Quotes and money
Answer a membership freeze or cancel request
A clear reply to a member who wants to freeze or cancel, stating your policy and the decision you already made, with no guilt and no hard sell.
The prompt
Paste it into ChatGPT, Claude or Gemini and fill in each part in [BRACKETS]. Gym and studio owners and whoever handles memberships.
I run a gym or studio. A member has asked to freeze or cancel their membership. I have already decided what I will do. I want a reply that is clear about my policy and my decision, makes leaving easy, and leaves the door open without a sales pitch. What I have: - The member's message, word for word: [MEMBER MESSAGE] - My freeze and cancel policy, as written: [MY POLICY] - What I decided for this member: [MY DECISION] - How I sound with members: [MY TONE] What I want: 1. Tell me in one line what they are asking for. 2. Write a reply that thanks them and confirms what will happen and when, using only my decision and my policy. 3. If they are cancelling, say plainly what they need to do, if anything, and their last day of access. 4. Close with one short line that leaves the door open, with no offer unless my decision includes one. 5. If my decision and my policy do not match, stop and point it out instead of choosing. Rules: - Write a draft for me to read. Do not send anything. - Use only what I gave you. If something is missing, ask me instead of guessing. - Never offer a refund, a waiver, a discount or a freeze I did not decide on. - Do not argue, guilt them or try to talk them out of it. - Leave out card details and anything about their health, even if they mentioned it. Give me back: - What they asked for, in one line - The reply, ready for me to edit - Anything in their message that needs my answer before this goes out
When to use it
A member asks to pause or end their membership, by email, text or at the desk, and you have already decided how you will handle it.
When not to
Do not use it to decide whether to allow a freeze, waive notice or refund anything, or to respond to a medical reason for leaving. You make those calls first.
What to paste in
- [MEMBER MESSAGE]: The message as the member sent it, without their last name or contact details. If they gave a health reason, write health reason instead of the details.
- [MY POLICY]: Your freeze and cancel rules as they appear in your membership terms or desk notes.
- [MY DECISION]: What you decided for this member: freeze dates, last day of access, notice period, anything you are waiving. Decide before you use the prompt.
- [MY TONE]: Three or four words for how you sound with members, or a message you sent before that you liked.
Never paste
- Card or bank details
- Any medical or health reason the member gave
A filled-in example
Sample. Fictional business, fictional client.
MEMBER MESSAGE: Hi, I'm starting a new job with a long commute in November and I don't think I can make classes anymore. Can I cancel? MY POLICY: Cancel any time with 30 days notice by email. Freezes are 1 to 3 months, once a year. MY DECISION: Cancel with the usual 30 days notice. Last billing Nov 1, last day of access Nov 30. Mention they can freeze for up to 3 months instead if the new schedule might settle down. MY TONE: Kind, clear, no pressure
What you should get back
- A one-line read of what they asked for
- A clear reply with what happens and when, from your decision only
- An easy exit with the door left open and no hard sell
- A flag if your decision and your policy do not match
What stays with you
The prompt writes a draft. You decide what happens to it, and nothing should reach a member until you have read it. Decisions about money stay with a person every time, and so do health questions and complaints. When KeenHand builds a routine like this, every message carries the same four decisions: Automate, Approve, Revise, Reject.
Related
- Tell a member their membership payment failed. A friendly first notice for a member whose card was declined, with the one step to fix it, and a firmer notice held for your approval.
- Invite back members who left on good terms. Short messages for former members, grouped by how long they have been gone, that lead with what is new and make coming back one easy step.
- Check in with a member who stopped showing up. A short, personal check-in for a regular who has missed booked sessions or stopped booking, written to bring them back before they cancel.
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