Coach Hub
Coach Hub
05 · Admin SOP · Coach playbook
The De-Cancel List
What to do the moment a client says they want to cancel.
Before anything · your lane
Your job is the save conversation. No need to discuss the money side of it: Jameela handles that. Just dig, offer the save, and route the rest to her.
1
Don't process. Dig deeper.
Never accept the first “I want to cancel” at face value. Warm, no pressure. If they haven't given you a reason yet:
“Totally understand. Just wondering if there's a main reason? Is there something we could do to help?”
Find the real reason. It's almost always one of four:
The real reason
What it sounds like
Money
“It's getting expensive” / “money's tight right now”
Time
“Work's crazy” / “I can't keep up with check-ins”
Life event
“I'm travelling” / “moving house” / “family stuff”
Results / motivation
“I'm not really seeing changes” / “lost my mojo”
Got the reason? Turn the page and match it to an offer. Money and time get a lighter service, life events get a pause, and results are on us.
DPperformance Coaching · Internal
Coach Hub
05 · Admin SOP · Coach playbook
Offer the save
2
Match the reason to an offer
Money or time → offer less, in this order
1Fortnightly check-ins (lower weekly rate)
2Monthly check-ins
3App-only access
“We could drop you to fortnightly or even monthly check-ins to bring the cost down. That way you keep the plan and the progress and save a bit of money.”
Life event / travel → offer a pause
“What if we just paused you for a month instead? That way we can kick back off when you get back. You enjoy your travel (or busy period, or whatever it is), and we just come back to it from there.”
If they pause and never resume, the 2-week notice still applies. You don't explain that: Jameela covers it when she sets the pause up.
Coach note: twelve weeks is the longest pause, unless it's approved for longer.
Results / motivation → own it
This one's on us, not them. Own it in the conversation, reset the plan or approach, and flag Angus so he's across it.
A results-cancel that reaches Jameela without you and Angus having tried first is a miss.
3
Whatever the outcome, it goes to Jameela
They accept a save
Switch, downgrade or pause → message Jameela on Slack with the client name and what was agreed. She adjusts billing and updates the systems.
They still want to cancel
Escalate to Jameela on Slack. She applies the rules. Just tell the client:
“No worries at all. I'll get our admin team to sort the details with you.”
DPperformance Coaching · Internal
Coach Hub
05 · Admin SOP · Coach playbook
Close it out
4
Leave the door open
However it ends, end warm. Cancelled clients come back, but only to coaches who made leaving easy.
“Honestly it's been awesome working with you. Door's always open whenever you're ready to go again.”
The one-line version
Dig for the real reason → offer the matching save (pause / fortnightly / monthly / app-only) → everything goes through Jameela on Slack → never talk money rules → end warm.
Admin at a glance
Pause
#admin-pauses
Jameela
Cancellation
#admin-cancellations
Jameela
Cancellation inside 16-week term
Direct message
Jameela
Service switch
#admin-service-change
Jameela
Refund
Escalate
Jameela
Complaint or reassignment
Head coach
Head coach / Daniel
DPperformance Coaching · Internal