22 augustus 2023
You can deal with customers who 'easy' cancel or don't show up in different ways. One possible way is to work with cancellation conditions.
It often happens that athletes still cancel at the last minute, because 'it doesn't work out' or even that customers have forgotten the appointment made.
To avoid 'ruining' the relationship with the customer, you do not charge any costs. However, it is income that you miss out on. You can prevent this by drawing up rules that the customer is familiar with.
House rules and cancellation policy
You can include these house rules in the general terms and conditions that the customer must agree to at the start of a process. This makes it clear to everyone what the rules are and it also immediately provides more understanding and commitment for the customer.
In addition, there is the possibility to automate the cancellation conditions by using the Trainin app. You can set how far before the appointment starts the customer can cancel for free and thus get the credit back. This varies per type of activity from no cancellation policy to no possibility to cancel.
For example, it is customary for group lessons that a customer can cancel free of charge up to 2 hours in advance for a session or training, where it is customary for personal training to be able to cancel 24 hours in advance.
How can Trainin help me with this?
You can automate these variations using Trainin and set them per activity (e.g. boot camp, yoga, personal training, spinning, small group training). You can also set that after the cancellation conditions have expired, the participant can still unsubscribe. In this case, the credit will be charged and a new customer may register for the training or session to fill the empty spot.
An additional advantage is that the threshold for charging the costs when using the Trainin app is much lower if a customer cancels too late. After all, you can indicate that the app does this automatically (which it does). Incidentally, as a sports entrepreneur you always have the option to refund the customer the credit in case of late cancellation if the customer has a good reason for this.
Wondering how the cancellation conditions for your sports company can play a role? Contact us and we will be happy to explain.