35% of members who cancelled in the last 90 days will come back—if you reach them in the right way, at the right time.
Find Your Win-Back CandidatesThe Problem
When a member cancels, most schools say goodbye and move on. That's a mistake worth thousands of dollars.
90% of fitness businesses never follow up with cancelled members. Not once. They're leaving money on the floor.
90% no contact
Most cancellations aren't about you. Job changes, family situations, health issues—temporary circumstances that resolve.
65% situational
After 90 days, the emotional connection fades. After 6 months, they've moved on mentally. Speed matters.
You're spending $200-400 to acquire new members while former members—who already know you—sit untouched in your database.
The Solution
A strategic outreach sequence that reconnects with recently cancelled members at multiple touchpoints, addresses their specific concerns, and makes it easy to return.
A genuine, personal message that acknowledges they left and opens the door—without being pushy or sales-y.
SMSShare what's new, what's happening, what they're missing. Reignite the connection to the community.
EmailA no-pressure invitation to come back with a small incentive—free week, waived restart fee, or exclusive rate.
SMS + EmailFinal outreach with your best offer. Clear deadline. Easy path back. After this, they move to Deep Reactivation.
SMSThe Results
Without Campaign
3%
Return on their own
With Campaign
35%
Return with outreach
And unlike new members, returners already know your systems, your staff, and your culture. No ramp-up time. They're productive from day one.
Is This Campaign Right for You?
20+ members cancelled in the last 90 days
Run continuously—every cancelled member enters the sequence automatically
Contact info for former members; flexibility on restart offers
Sometimes, but it's not always necessary. Many members just need to be asked. We typically recommend starting with no discount, then escalating to a small incentive (waived restart fee, free week) only if needed.
The campaign is designed to address different cancellation reasons. Unhappy members get different messaging than those who left for life circumstances. And sometimes, reaching out to an unhappy former member gives you a chance to make it right.
Not if done right. The campaign is warm, respectful, and easy to opt out of. We're not begging—we're letting them know the door is open.
Run your free Hidden Profits Scan to see exactly how many recently cancelled members are in your database—and what they're worth.
Run Your Free Scan