This document outlines our internal process for handling member cancellations within the concierge department. The goal is to streamline the cancellation procedure, maintain member satisfaction, and ensure consistency across the team.
Overview Of The Cancellation Process
We take cancellation requests very seriously at FIT as it impacts both the business and our member’s experience. This document outlines a standardised process to help ensure an efficient and customer-friendly cancellation process.
We know that when someone is looking to cancel their membership they either have a reason that is out of our control, such as moving outside of our local area. However, if someone is looking to cancel due to a lack of interest or struggling to see the value in their membership then we have a responsibility to encourage them to stay.
Importance Of Consistency
Consistent cancellation procedures help build trust and maintain a positive reputation. The concierge team, reporting to the Director of Sales & Marketing, play a crucial role in ensuring this consistency. A consistent approach builds trust with our members, reduces errors and ensures that all team members follow the same guidelines.