GMT20260520-170240_Recording

May 20, 2026 21:26 · 29:40 · English · Whisper Turbo · 3 Đầu ghi
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0:00
S… Speaker 1 (GMT20260520-170240_Recording)
Yes.
0:00
S… Speaker 1 (GMT20260520-170240_Recording)
Cancelations.
0:02
S… Speaker 1 (GMT20260520-170240_Recording)
Yes.
0:04
S… Speaker 2 (GMT20260520-170240_Recording)
And this is a really small thing,
0:08
S… Speaker 2 (GMT20260520-170240_Recording)
but I just feel like there's got to be a better way.
0:11
S… Speaker 2 (GMT20260520-170240_Recording)
When members cancel,
0:13
S… Speaker 2 (GMT20260520-170240_Recording)
Laura does her piece and then
0:17
S… Speaker 2 (GMT20260520-170240_Recording)
I'm notified through email.
0:20
S… Speaker 2 (GMT20260520-170240_Recording)
I mean,
0:21
S… Speaker 2 (GMT20260520-170240_Recording)
I already know what's happening,
0:22
S… Speaker 2 (GMT20260520-170240_Recording)
but I'm then notified if I keep in email to go in and
0:26
S… Speaker 2 (GMT20260520-170240_Recording)
cancel their subscription.
0:27
S… Speaker 2 (GMT20260520-170240_Recording)
And then Laura lets me know if.
0:29
S… Speaker 2 (GMT20260520-170240_Recording)
they have a fee or not.
0:31
S… Speaker 2 (GMT20260520-170240_Recording)
And just kind of how to,
0:32
S… Speaker 2 (GMT20260520-170240_Recording)
how to do process their cancellation.
0:34
S… Speaker 2 (GMT20260520-170240_Recording)
And so then if they leave debt,
0:38
S… Speaker 2 (GMT20260520-170240_Recording)
if they're not current,
0:41
S… Speaker 2 (GMT20260520-170240_Recording)
the I've just taught my,
0:44
S… Speaker 2 (GMT20260520-170240_Recording)
I mean, I've just like come up with my own way to do this and it's not,
0:47
S… Speaker 1 (GMT20260520-170240_Recording)
not good.
0:48
S… Speaker 2 (GMT20260520-170240_Recording)
And,
0:49
S… Speaker 2 (GMT20260520-170240_Recording)
but we've always gone
0:53
S… Speaker 2 (GMT20260520-170240_Recording)
in and cleared their past due with a credit or
0:57
S… Speaker 1 (GMT20260520-170240_Recording)
adjustment.
0:59
S… Speaker 2 (GMT20260520-170240_Recording)
because we need to wipe it.
1:00
S… Speaker 1 (GMT20260520-170240_Recording)
And then,
1:02
S… Speaker 2 (GMT20260520-170240_Recording)
but as I'm doing that,
1:03
S… Speaker 2 (GMT20260520-170240_Recording)
I put in the person notes because that's what we're using right now.
1:06
S… Speaker 2 (GMT20260520-170240_Recording)
I think we're going to try to change some of that.
1:08
S… Speaker 2 (GMT20260520-170240_Recording)
But in the person notes,
1:09
S… Speaker 2 (GMT20260520-170240_Recording)
then I put like a billing note and I say the day I processed it,
1:13
S… Speaker 2 (GMT20260520-170240_Recording)
that I cleared it with the credit,
1:14
S… Speaker 2 (GMT20260520-170240_Recording)
what months I cleared,
1:15
S… Speaker 2 (GMT20260520-170240_Recording)
how much I cleared.
1:16
S… Speaker 2 (GMT20260520-170240_Recording)
And then I write in the notes,
1:18
S… Speaker 2 (GMT20260520-170240_Recording)
if this person rejoins,
1:20
S… Speaker 2 (GMT20260520-170240_Recording)
they would owe this much if they had a fee,
1:22
S… Speaker 2 (GMT20260520-170240_Recording)
if they have to pay it back,
1:23
S… Speaker 2 (GMT20260520-170240_Recording)
things like that.
1:24
S… Speaker 2 (GMT20260520-170240_Recording)
So then I leave notes for the membership team.
1:26
S… Speaker 2 (GMT20260520-170240_Recording)
But, um,
1:27
S… Speaker 2 (GMT20260520-170240_Recording)
but so I clear it with a credit.
1:29
S… Speaker 2 (GMT20260520-170240_Recording)
So then they're at zero,
1:31
S… Speaker 2 (GMT20260520-170240_Recording)
which I think is right.
1:32
S… Speaker 2 (GMT20260520-170240_Recording)
Cause we can't leave.
1:33
S… Speaker 2 (GMT20260520-170240_Recording)
I wouldn't think we want to leave.
1:34
S… Speaker 1 (GMT20260520-170240_Recording)
Okay.
1:37
S… Speaker 2 (GMT20260520-170240_Recording)
There's two parts to this.
1:38
S… Speaker 2 (GMT20260520-170240_Recording)
So the reason I clear it with clear it is because we've
1:42
S… Speaker 2 (GMT20260520-170240_Recording)
had happened in the past that if someday down the road,
1:45
S… Speaker 2 (GMT20260520-170240_Recording)
they update their credit card,
1:48
S… Speaker 2 (GMT20260520-170240_Recording)
there's been times where it will go back and.
1:51
S… Speaker 2 (GMT20260520-170240_Recording)
process their payments so one time we had somebody run like four thousand dollars
1:55
S… Speaker 2 (GMT20260520-170240_Recording)
this was years i mean not recently um so
1:59
S… Speaker 2 (GMT20260520-170240_Recording)
and i didn't know why that happened because in my world i always
2:04
S… Speaker 2 (GMT20260520-170240_Recording)
i would always have to manually process like if a card declined and
2:08
S… Speaker 2 (GMT20260520-170240_Recording)
there was two or three months of debt if somebody updated their credit card
2:12
S… Speaker 2 (GMT20260520-170240_Recording)
i manually go in then and go back and run all those payments individually because
2:16
S… Speaker 2 (GMT20260520-170240_Recording)
they're on like a monthly subscription
2:18
S… Speaker 2 (GMT20260520-170240_Recording)
But for whatever reason,
2:19
S… Speaker 2 (GMT20260520-170240_Recording)
then one person updated their card.
2:21
S… Speaker 2 (GMT20260520-170240_Recording)
I think it was the Sleebles or somebody,
2:22
S… Speaker 2 (GMT20260520-170240_Recording)
Laura, that anyway,
2:23
S… Speaker 2 (GMT20260520-170240_Recording)
somebody that I didn't want to upset.
2:24
S… Speaker 2 (GMT20260520-170240_Recording)
But they went in and,
2:26
S… Speaker 2 (GMT20260520-170240_Recording)
or Remington's,
2:27
S… Speaker 2 (GMT20260520-170240_Recording)
but they went in and updated,
2:28
S… Speaker 2 (GMT20260520-170240_Recording)
yeah, and it ran like four months of past due.
2:30
S… Speaker 1 (GMT20260520-170240_Recording)
Yeah,
2:31
S… Speaker 1 (GMT20260520-170240_Recording)
I think if they updated and they choose to replace.
2:36
S… Speaker 1 (GMT20260520-170240_Recording)
Like I think it's if they replace it,
2:38
S… Speaker 1 (GMT20260520-170240_Recording)
then it connects that to the actual instead of like I know what you're talking about.
2:42
S… Speaker 1 (GMT20260520-170240_Recording)
If they just go and add another one,
2:43
S… Speaker 1 (GMT20260520-170240_Recording)
then yes, you have to go manually switch it.
2:45
S… Speaker 1 (GMT20260520-170240_Recording)
Yes.
2:46
S… Speaker 1 (GMT20260520-170240_Recording)
But if they go in and they just update the current card on file,
2:49
S… Speaker 1 (GMT20260520-170240_Recording)
then yes,
2:49
S… Speaker 1 (GMT20260520-170240_Recording)
it'll.
2:50
S… Speaker 1 (GMT20260520-170240_Recording)
Yes.
2:50
S… Speaker 1 (GMT20260520-170240_Recording)
I've seen.
2:51
S… Speaker 1 (GMT20260520-170240_Recording)
Oh,
2:52
S… Speaker 2 (GMT20260520-170240_Recording)
that was it.
2:53
S… Speaker 2 (GMT20260520-170240_Recording)
That was not.
2:53
S… Speaker 1 (GMT20260520-170240_Recording)
I got a question for you.
2:54
S… Speaker 1 (GMT20260520-170240_Recording)
Amber,
2:55
S… Speaker 1 (GMT20260520-170240_Recording)
you just said if they choose to replace.
2:58
S… Speaker 1 (GMT20260520-170240_Recording)
Yes.
2:59
S… Speaker 1 (GMT20260520-170240_Recording)
yeah so like if they go in and they and they go in and they update it and
3:04
S… Speaker 1 (GMT20260520-170240_Recording)
it's there should be something in there where they can like say that to disable at
3:08
S… Speaker 1 (GMT20260520-170240_Recording)
other cards um and so i don't know about
3:12
S… Speaker 1 (GMT20260520-170240_Recording)
that i was gonna say we don't when you said i was like what
3:16
S… Speaker 1 (GMT20260520-170240_Recording)
do you mean when they so right now we give them we let them
3:20
S… Speaker 1 (GMT20260520-170240_Recording)
update their card we send them um the order
3:24
S… Speaker 1 (GMT20260520-170240_Recording)
form credit card so it's like they purchase
3:28
S… Speaker 1 (GMT20260520-170240_Recording)
Is there a different way we should be getting new cards?
3:31
S… Speaker 1 (GMT20260520-170240_Recording)
OK, so let me back up.
3:32
S… Speaker 1 (GMT20260520-170240_Recording)
So there's two things you don't.
3:36
S… Speaker 1 (GMT20260520-170240_Recording)
So you're not using like a membership,
3:37
S… Speaker 1 (GMT20260520-170240_Recording)
right, where they're they can update that's not connected to keep
3:42
S… Speaker 1 (GMT20260520-170240_Recording)
for them to update that.
3:43
S… Speaker 1 (GMT20260520-170240_Recording)
Or because didn't you say you have memoriam or do you
3:47
S… Speaker 1 (GMT20260520-170240_Recording)
have some type of membership software?
3:49
S… Speaker 1 (GMT20260520-170240_Recording)
No,
3:50
S… Speaker 1 (GMT20260520-170240_Recording)
no.
3:51
S… Speaker 1 (GMT20260520-170240_Recording)
So when a credit card is.
3:54
S… Speaker 1 (GMT20260520-170240_Recording)
about to expire or payments aren't
3:59
S… Speaker 1 (GMT20260520-170240_Recording)
going through, we have a campaign that is sending them the form.
4:04
S… Speaker 1 (GMT20260520-170240_Recording)
To give us a new credit card.
4:05
S… Speaker 1 (GMT20260520-170240_Recording)
The $0 one.
4:06
S… Speaker 1 (GMT20260520-170240_Recording)
The $0 one.
4:07
S… Speaker 1 (GMT20260520-170240_Recording)
So I've seen that.
4:07
S… Speaker 1 (GMT20260520-170240_Recording)
Okay. For some reason,
4:08
S… Speaker 1 (GMT20260520-170240_Recording)
I thought you also had a way for them to go in that was connected.
4:12
S… Speaker 1 (GMT20260520-170240_Recording)
So in that case,
4:14
S… Speaker 1 (GMT20260520-170240_Recording)
most likely what happened,
4:16
S… Speaker 1 (GMT20260520-170240_Recording)
Maggie, is if they're not actually disabling it through like a integration
4:20
S… Speaker 1 (GMT20260520-170240_Recording)
with like a membership software,
4:22
S… Speaker 1 (GMT20260520-170240_Recording)
most likely then they updated the same card with a
4:26
S… Speaker 1 (GMT20260520-170240_Recording)
new, most likely that's because it expanded.
4:28
S… Speaker 1 (GMT20260520-170240_Recording)
Yeah.
4:29
S… Speaker 1 (GMT20260520-170240_Recording)
So I've seen it happen also that way.
4:31
S… Speaker 1 (GMT20260520-170240_Recording)
So if you're using the credit card update and they put in the same card with a new
4:35
S… Speaker 1 (GMT20260520-170240_Recording)
expiration,
4:36
S… Speaker 1 (GMT20260520-170240_Recording)
it reactivates that subscription or that payment
4:40
S… Speaker 1 (GMT20260520-170240_Recording)
plan as back active again.
4:42
S… Speaker 1 (GMT20260520-170240_Recording)
And then it might,
4:43
S… Speaker 1 (GMT20260520-170240_Recording)
we can also look at too,
4:45
S… Speaker 1 (GMT20260520-170240_Recording)
just so that doesn't happen.
4:46
S… Speaker 1 (GMT20260520-170240_Recording)
How many times do we have the system set up to retry?
4:51
S… Speaker 1 (GMT20260520-170240_Recording)
Yeah, because there is a setting where we can just keep it at a
4:55
S… Speaker 1 (GMT20260520-170240_Recording)
few, but maybe you've got it set to like keep trying for months.
4:58
S… Speaker 1 (GMT20260520-170240_Recording)
And so, yeah, if they.
5:00
S… Speaker 1 (GMT20260520-170240_Recording)
I don't current card.
5:01
S… Speaker 2 (GMT20260520-170240_Recording)
I think it is only a couple of times.
5:03
S… Speaker 2 (GMT20260520-170240_Recording)
And this was a,
5:05
S… Speaker 2 (GMT20260520-170240_Recording)
this was the only time it's ever happened.
5:07
S… Speaker 2 (GMT20260520-170240_Recording)
And it was so weird because this was Laura too,
5:10
S… Speaker 2 (GMT20260520-170240_Recording)
before I learned about that,
5:11
S… Speaker 2 (GMT20260520-170240_Recording)
edit the payment plan at the bottom,
5:12
S… Speaker 2 (GMT20260520-170240_Recording)
you know how I could add those payment plans.
5:14
S… Speaker 2 (GMT20260520-170240_Recording)
And so when I,
5:17
S… Speaker 2 (GMT20260520-170240_Recording)
then I called keep after that happened.
5:19
S… Speaker 2 (GMT20260520-170240_Recording)
And then they said,
5:20
S… Speaker 2 (GMT20260520-170240_Recording)
that's when they showed me that edit payment plan section on the bottom.
5:23
S… Speaker 2 (GMT20260520-170240_Recording)
And I don't know if I'm crossing these two at all,
5:26
S… Speaker 2 (GMT20260520-170240_Recording)
but where they said that if.
5:28
S… Speaker 2 (GMT20260520-170240_Recording)
If somebody has debt and I'm leaving it for any reason,
5:31
S… Speaker 2 (GMT20260520-170240_Recording)
then I need to go into that edit payment plan on each charge
5:35
S… Speaker 2 (GMT20260520-170240_Recording)
and make sure there's not a credit card attached to it or it's off auto pay
5:39
S… Speaker 2 (GMT20260520-170240_Recording)
because they said auto pay.
5:41
S… Speaker 1 (GMT20260520-170240_Recording)
Yeah.
5:42
S… Speaker 2 (GMT20260520-170240_Recording)
Those billing when they,
5:43
S… Speaker 2 (GMT20260520-170240_Recording)
when they bill monthly.
5:45
S… Speaker 2 (GMT20260520-170240_Recording)
And I want to leave the debt for some reason,
5:47
S… Speaker 2 (GMT20260520-170240_Recording)
like Laura, for example,
5:48
S… Speaker 2 (GMT20260520-170240_Recording)
Nicola, we were going to let her go like six months,
5:51
S… Speaker 2 (GMT20260520-170240_Recording)
which we normally don't,
5:51
S… Speaker 2 (GMT20260520-170240_Recording)
but we were going to let her go.
5:52
S… Speaker 2 (GMT20260520-170240_Recording)
And I actually never did this with her just because I knew she'd never pay.
5:55
S… Speaker 1 (GMT20260520-170240_Recording)
But,
5:56
S… Speaker 2 (GMT20260520-170240_Recording)
um, which is not a good theory,
5:58
S… Speaker 1 (GMT20260520-170240_Recording)
but,
5:58
S… Speaker 2 (GMT20260520-170240_Recording)
um, but I did,
6:00
S… Speaker 2 (GMT20260520-170240_Recording)
I went,
6:01
S… Speaker 1 (GMT20260520-170240_Recording)
you could,
6:02
S… Speaker 2 (GMT20260520-170240_Recording)
you can go down then,
6:03
S… Speaker 2 (GMT20260520-170240_Recording)
but you have to open each individual month,
6:05
S… Speaker 2 (GMT20260520-170240_Recording)
but then edit it to don't make sure there's no credit card and off autopay.
6:09
S… Speaker 2 (GMT20260520-170240_Recording)
the people that that happened to,
6:11
S… Speaker 2 (GMT20260520-170240_Recording)
they were like six months past.
6:14
S… Speaker 2 (GMT20260520-170240_Recording)
Like they, they were out of our automations.
6:16
S… Speaker 2 (GMT20260520-170240_Recording)
They were gone.
6:16
S… Speaker 2 (GMT20260520-170240_Recording)
It wasn't even,
6:17
S… Speaker 2 (GMT20260520-170240_Recording)
I don't even know why the situation happened,
6:19
S… Speaker 1 (GMT20260520-170240_Recording)
but,
6:20
S… Speaker 2 (GMT20260520-170240_Recording)
um, but they went in and updated their card and replaced it because it
6:24
S… Speaker 2 (GMT20260520-170240_Recording)
was an expire expired card.
6:26
S… Speaker 2 (GMT20260520-170240_Recording)
And then for some reason there was a credit card attached to
6:30
S… Speaker 1 (GMT20260520-170240_Recording)
the.
6:31
S… Speaker 1 (GMT20260520-170240_Recording)
to each,
6:32
S… Speaker 1 (GMT20260520-170240_Recording)
I don't know.
6:32
S… Speaker 2 (GMT20260520-170240_Recording)
Anyways, it was just,
6:33
S… Speaker 2 (GMT20260520-170240_Recording)
it was really,
6:34
S… Speaker 2 (GMT20260520-170240_Recording)
really crazy, but that's how I learned about that whole edit payment plan thing.
6:37
S… Speaker 2 (GMT20260520-170240_Recording)
So now I know if I want to leave debt,
6:38
S… Speaker 2 (GMT20260520-170240_Recording)
I can make sure to go and make sure each charge doesn't
6:43
S… Speaker 2 (GMT20260520-170240_Recording)
have a credit card attached to it.
6:44
S… Speaker 2 (GMT20260520-170240_Recording)
So it won't run without my knowledge.
6:47
S… Speaker 2 (GMT20260520-170240_Recording)
So that's one piece of this cancellation process.
6:49
S… Speaker 2 (GMT20260520-170240_Recording)
So the first piece was,
6:53
S… Speaker 2 (GMT20260520-170240_Recording)
clearing, you know,
6:54
S… Speaker 2 (GMT20260520-170240_Recording)
is it the right thing to clear the debt to have their account at zero and then
6:58
S… Speaker 2 (GMT20260520-170240_Recording)
put the notes in the person note?
6:59
S… Speaker 2 (GMT20260520-170240_Recording)
So that's kind of the one piece.
7:00
S… Speaker 2 (GMT20260520-170240_Recording)
Or do I leave it?
7:01
S… Speaker 2 (GMT20260520-170240_Recording)
It doesn't affect now that I'm a process or in the process.
7:05
S… Speaker 2 (GMT20260520-170240_Recording)
I also take
7:09
S… Speaker 2 (GMT20260520-170240_Recording)
the keep reports in the cash and I.
7:11
S… Speaker 2 (GMT20260520-170240_Recording)
do all of the balance sheet stuff now too.
7:14
S… Speaker 2 (GMT20260520-170240_Recording)
I've added responsibilities.
7:16
S… Speaker 2 (GMT20260520-170240_Recording)
So I know that if I leave the balance and keep,
7:19
S… Speaker 1 (GMT20260520-170240_Recording)
that's fine.
7:19
S… Speaker 2 (GMT20260520-170240_Recording)
It doesn't affect anything on what I need to do for like
7:23
S… Speaker 2 (GMT20260520-170240_Recording)
month close, but I like their account to show zero.
7:27
S… Speaker 2 (GMT20260520-170240_Recording)
So that's the first piece.
7:28
S… Speaker 2 (GMT20260520-170240_Recording)
The second piece is if I go in and make a payment on their debt.
7:33
S… Speaker 2 (GMT20260520-170240_Recording)
They, even if I,
7:34
S… Speaker 2 (GMT20260520-170240_Recording)
even if I have tested this,
7:36
S… Speaker 2 (GMT20260520-170240_Recording)
or unless I'm doing it wrong,
7:37
S… Speaker 2 (GMT20260520-170240_Recording)
but even if I uncheck the box that says,
7:39
S… Speaker 2 (GMT20260520-170240_Recording)
do not send them a receipt on successful payment,
7:42
S… Speaker 2 (GMT20260520-170240_Recording)
it sends them a receipt.
7:43
S… Speaker 2 (GMT20260520-170240_Recording)
And if I clear it with a credit,
7:46
S… Speaker 2 (GMT20260520-170240_Recording)
it has happened where they still get a notice that that
7:50
S… Speaker 2 (GMT20260520-170240_Recording)
subscription has been paid.
7:52
S… Speaker 2 (GMT20260520-170240_Recording)
And Keep has said they have no way around that.
7:55
S… Speaker 2 (GMT20260520-170240_Recording)
So then what my workaround was when I would go in
7:59
S… Speaker 2 (GMT20260520-170240_Recording)
and clear somebody's three months of debt.
8:02
S… Speaker 2 (GMT20260520-170240_Recording)
I clear each one separate,
8:03
S… Speaker 2 (GMT20260520-170240_Recording)
obviously, because it's a month.
8:05
S… Speaker 2 (GMT20260520-170240_Recording)
And then I put a little note saying clearing with credit.
8:07
S… Speaker 2 (GMT20260520-170240_Recording)
I have all I'm a note.
8:09
S… Speaker 2 (GMT20260520-170240_Recording)
Laura and I are note freaks.
8:10
S… Speaker 2 (GMT20260520-170240_Recording)
So I have notes on everything.
8:11
S… Speaker 2 (GMT20260520-170240_Recording)
And then I clear it with an adjustment.
8:14
S… Speaker 2 (GMT20260520-170240_Recording)
And but before I clear all that,
8:16
S… Speaker 1 (GMT20260520-170240_Recording)
I.
8:17
S… Speaker 2 (GMT20260520-170240_Recording)
for a small few minutes,
8:19
S… Speaker 2 (GMT20260520-170240_Recording)
delete their email from their contact record,
8:22
S… Speaker 1 (GMT20260520-170240_Recording)
save.
8:22
S… Speaker 2 (GMT20260520-170240_Recording)
Have you guys already talked about this or do you know,
8:25
S… Speaker 2 (GMT20260520-170240_Recording)
but then I clear it all,
8:27
S… Speaker 2 (GMT20260520-170240_Recording)
let it kind of process for a few minutes.
8:28
S… Speaker 2 (GMT20260520-170240_Recording)
And then I go back and add the,
8:30
S… Speaker 1 (GMT20260520-170240_Recording)
add the email,
8:30
S… Speaker 2 (GMT20260520-170240_Recording)
which is a terrible process because one,
8:33
S… Speaker 2 (GMT20260520-170240_Recording)
I sometimes forget.
8:34
S… Speaker 2 (GMT20260520-170240_Recording)
And two, it messes probably with Laura's system.
8:37
S… Speaker 1 (GMT20260520-170240_Recording)
So,
8:38
S… Speaker 2 (GMT20260520-170240_Recording)
but that's the only way I've,
8:39
S… Speaker 2 (GMT20260520-170240_Recording)
I have made sure that they don't,
8:41
S… Speaker 2 (GMT20260520-170240_Recording)
cause I don't ever want them to come back and say,
8:43
S… Speaker 2 (GMT20260520-170240_Recording)
I have a receipt that says this is paid,
8:44
S… Speaker 1 (GMT20260520-170240_Recording)
you know,
8:45
S… Speaker 1 (GMT20260520-170240_Recording)
and then.
8:47
S… Speaker 2 (GMT20260520-170240_Recording)
So those are my kind of my two things.
8:48
S… Speaker 2 (GMT20260520-170240_Recording)
And it felt small at the moment.
8:49
S… Speaker 2 (GMT20260520-170240_Recording)
But now when I talk about it,
8:50
S… Speaker 2 (GMT20260520-170240_Recording)
I'm like, we have about 30 cancellations coming up in June.
8:53
S… Speaker 2 (GMT20260520-170240_Recording)
So it'd be nice to process them in a more professional way.
8:56
S… Speaker 1 (GMT20260520-170240_Recording)
Anyway,
8:57
S… Speaker 2 (GMT20260520-170240_Recording)
so those are that was what I had thought about.
8:59
S… Speaker 1 (GMT20260520-170240_Recording)
I know.
9:00
S… Speaker 1 (GMT20260520-170240_Recording)
Yeah.
9:00
S… Speaker 1 (GMT20260520-170240_Recording)
No, that's great.
9:01
S… Speaker 1 (GMT20260520-170240_Recording)
Yeah.
9:02
S… Speaker 1 (GMT20260520-170240_Recording)
I love that.
9:03
S… Speaker 1 (GMT20260520-170240_Recording)
Yeah.
9:03
S… Speaker 1 (GMT20260520-170240_Recording)
I think that's great.
9:04
S… Speaker 2 (GMT20260520-170240_Recording)
And just that those email notifications,
9:07
S… Speaker 2 (GMT20260520-170240_Recording)
like, cause what I'll do is sometimes I'll,
9:08
S… Speaker 2 (GMT20260520-170240_Recording)
is I, when I want to test it,
9:10
S… Speaker 2 (GMT20260520-170240_Recording)
if I haven't done it in a while,
9:10
S… Speaker 2 (GMT20260520-170240_Recording)
I'll change their email to my email to see what happens when I send it through.
9:14
S… Speaker 2 (GMT20260520-170240_Recording)
And I just don't want to be messing with people's contact records.
9:17
S… Speaker 2 (GMT20260520-170240_Recording)
But I also don't want them to have any proof of a payment or
9:21
S… Speaker 2 (GMT20260520-170240_Recording)
anything that says that they paid when it,
9:23
S… Speaker 2 (GMT20260520-170240_Recording)
when I paid it with an adjustment.
9:26
S… Speaker 3 (GMT20260520-170240_Recording)
And we do often have members that have canceled and come back.
9:30
S… Speaker 3 (GMT20260520-170240_Recording)
So we need to have a way to know what the debt is.
9:34
S… Speaker 3 (GMT20260520-170240_Recording)
So when a member comes back after a time,
9:36
S… Speaker 3 (GMT20260520-170240_Recording)
we've got those notes on the person notes and our
9:41
S… Speaker 3 (GMT20260520-170240_Recording)
sale, Randy with sales can go look and see or ask Cassier.
9:45
S… Speaker 3 (GMT20260520-170240_Recording)
any of us is their past debt and we we ask them well we
9:49
S… Speaker 3 (GMT20260520-170240_Recording)
use this as a bargaining you know for bringing them back in the membership and i can just bring
9:53
S… Speaker 3 (GMT20260520-170240_Recording)
somebody back in with bad debt you know it's like they've got a we
9:57
S… Speaker 2 (GMT20260520-170240_Recording)
don't trust well and since and laura since you said
10:00
S… Speaker 2 (GMT20260520-170240_Recording)
that we do bring people back a lot.
10:01
S… Speaker 2 (GMT20260520-170240_Recording)
And so then I was thinking,
10:02
S… Speaker 2 (GMT20260520-170240_Recording)
well, maybe I leave the debt and then I can just go back and process like right from
10:06
S… Speaker 2 (GMT20260520-170240_Recording)
that month.
10:07
S… Speaker 1 (GMT20260520-170240_Recording)
But then I'm like,
10:08
S… Speaker 2 (GMT20260520-170240_Recording)
well, if it's a year has passed.
10:09
S… Speaker 1 (GMT20260520-170240_Recording)
Yeah,
10:10
S… Speaker 1 (GMT20260520-170240_Recording)
I don't.
10:11
S… Speaker 2 (GMT20260520-170240_Recording)
That's weird.
10:11
S… Speaker 2 (GMT20260520-170240_Recording)
I, you know,
10:12
S… Speaker 2 (GMT20260520-170240_Recording)
I'd like it to be.
10:13
S… Speaker 2 (GMT20260520-170240_Recording)
So what I do right now is if somebody does come back.
10:16
S… Speaker 1 (GMT20260520-170240_Recording)
Um, who,
10:16
S… Speaker 2 (GMT20260520-170240_Recording)
who just paid a bunch of debt?
10:18
S… Speaker 2 (GMT20260520-170240_Recording)
I can't think of,
10:19
S… Speaker 2 (GMT20260520-170240_Recording)
but like Kathleen Rooney or somebody,
10:20
S… Speaker 2 (GMT20260520-170240_Recording)
but somebody that comes back after a period of time and pays their debt.
10:24
S… Speaker 2 (GMT20260520-170240_Recording)
Since I've cleared all of their monthly subscriptions to zero and I've left my notes,
10:28
S… Speaker 2 (GMT20260520-170240_Recording)
then I go in and just do a one -time order item.
10:30
S… Speaker 2 (GMT20260520-170240_Recording)
And my memo or my title is bad debt recovery or something like
10:34
S… Speaker 2 (GMT20260520-170240_Recording)
that. Bad debt recovery usually.
10:36
S… Speaker 2 (GMT20260520-170240_Recording)
And then,
10:37
S… Speaker 2 (GMT20260520-170240_Recording)
cause usually they're doing in a payment plan cause we're so nice and we let them,
10:40
S… Speaker 1 (GMT20260520-170240_Recording)
you know,
10:40
S… Speaker 2 (GMT20260520-170240_Recording)
pay it over time or something.
10:41
S… Speaker 2 (GMT20260520-170240_Recording)
But so then I.
10:42
S… Speaker 2 (GMT20260520-170240_Recording)
just add that.
10:43
S… Speaker 2 (GMT20260520-170240_Recording)
And then I manually either process it all at once or set up a payment plan on that debt recovery.
10:47
S… Speaker 2 (GMT20260520-170240_Recording)
So that's kind of like a one -time order item that I do for
10:52
S… Speaker 2 (GMT20260520-170240_Recording)
their recovery.
10:53
S… Speaker 2 (GMT20260520-170240_Recording)
So that's kind of my cancellation process and just.
10:57
S… Speaker 2 (GMT20260520-170240_Recording)
you know, it's sometimes we only have two cancellations a month,
10:59
S… Speaker 2 (GMT20260520-170240_Recording)
you know, but it's like,
11:00
S… Speaker 2 (GMT20260520-170240_Recording)
I feel like lately it's been,
11:01
S… Speaker 2 (GMT20260520-170240_Recording)
we've been canceling more for not for financial reasons.
11:04
S… Speaker 2 (GMT20260520-170240_Recording)
So there's multiple months of debt.
11:07
S… Speaker 2 (GMT20260520-170240_Recording)
Plus then we charge a cancellation fee,
11:09
S… Speaker 2 (GMT20260520-170240_Recording)
which we know they can't pay because they have no money.
11:11
S… Speaker 2 (GMT20260520-170240_Recording)
So then that kind of gets cleared with credit.
11:13
S… Speaker 2 (GMT20260520-170240_Recording)
So I have all this stuff that gets cleared with credit.
11:15
S… Speaker 2 (GMT20260520-170240_Recording)
I'm manipulating their email,
11:17
S… Speaker 2 (GMT20260520-170240_Recording)
their contact record to make sure,
11:19
S… Speaker 2 (GMT20260520-170240_Recording)
you know, so it's just kind of feels as we grow.
11:21
S… Speaker 2 (GMT20260520-170240_Recording)
I just, I don't know.
11:22
S… Speaker 2 (GMT20260520-170240_Recording)
I would like it to be done.
11:24
S… Speaker 2 (GMT20260520-170240_Recording)
Not more professionally,
11:25
S… Speaker 1 (GMT20260520-170240_Recording)
but sort of,
11:26
S… Speaker 2 (GMT20260520-170240_Recording)
I mean, have a better system.
11:27
S… Speaker 1 (GMT20260520-170240_Recording)
And so I think I would say,
11:31
S… Speaker 1 (GMT20260520-170240_Recording)
you know,
11:33
S… Speaker 1 (GMT20260520-170240_Recording)
we have clients who have both.
11:35
S… Speaker 1 (GMT20260520-170240_Recording)
So I think.
11:36
S… Speaker 1 (GMT20260520-170240_Recording)
It would be good to to think through and we can build a system around
11:40
S… Speaker 1 (GMT20260520-170240_Recording)
it. But do we want to leave the debt there?
11:42
S… Speaker 1 (GMT20260520-170240_Recording)
I have some we have some customers where that is their process.
11:46
S… Speaker 1 (GMT20260520-170240_Recording)
They want it there.
11:46
S… Speaker 1 (GMT20260520-170240_Recording)
They want to be able to go back.
11:49
S… Speaker 1 (GMT20260520-170240_Recording)
Like you said, if they they can recapture it,
11:52
S… Speaker 1 (GMT20260520-170240_Recording)
recover it.
11:52
S… Speaker 1 (GMT20260520-170240_Recording)
They know the balance.
11:53
S… Speaker 1 (GMT20260520-170240_Recording)
It shows up,
11:54
S… Speaker 1 (GMT20260520-170240_Recording)
you know,
11:55
S… Speaker 1 (GMT20260520-170240_Recording)
on their sheets accurately for their accounting purposes.
11:58
S… Speaker 1 (GMT20260520-170240_Recording)
So they like to leave it.
12:01
S… Speaker 1 (GMT20260520-170240_Recording)
I have other clients that don't because they feel it messes up that AR aging,
12:05
S… Speaker 1 (GMT20260520-170240_Recording)
right?
12:05
S… Speaker 1 (GMT20260520-170240_Recording)
Like really having a clear picture on like what is truly,
12:09
S… Speaker 1 (GMT20260520-170240_Recording)
you know,
12:10
S… Speaker 1 (GMT20260520-170240_Recording)
if they're canceled,
12:11
S… Speaker 1 (GMT20260520-170240_Recording)
they're not coming back.
12:12
S… Speaker 1 (GMT20260520-170240_Recording)
It's kind of muddying
12:17
S… Speaker 1 (GMT20260520-170240_Recording)
the waters of what's really to be collected from an active account
12:21
S… Speaker 1 (GMT20260520-170240_Recording)
versus a write -off.
12:22
S… Speaker 1 (GMT20260520-170240_Recording)
So I think part of that I would ask,
12:24
S… Speaker 1 (GMT20260520-170240_Recording)
I could go either way.
12:27
S… Speaker 1 (GMT20260520-170240_Recording)
And then I think I can build a process around.
12:31
S… Speaker 1 (GMT20260520-170240_Recording)
what you both think,
12:33
S… Speaker 1 (GMT20260520-170240_Recording)
but people do either way.
12:34
S… Speaker 1 (GMT20260520-170240_Recording)
Like, I don't know if I have like a very strong opinion
12:38
S… Speaker 1 (GMT20260520-170240_Recording)
one way or the other.
12:40
S… Speaker 1 (GMT20260520-170240_Recording)
They're just different practices,
12:44
S… Speaker 1 (GMT20260520-170240_Recording)
right?
12:44
S… Speaker 1 (GMT20260520-170240_Recording)
Yeah.
12:45
S… Speaker 2 (GMT20260520-170240_Recording)
And I would say,
12:46
S… Speaker 2 (GMT20260520-170240_Recording)
Laura, correct me if I'm wrong,
12:47
S… Speaker 2 (GMT20260520-170240_Recording)
but I would say most people that leave,
12:51
S… Speaker 2 (GMT20260520-170240_Recording)
that we cancel due to financial,
12:53
S… Speaker 2 (GMT20260520-170240_Recording)
that they're not paying,
12:54
S… Speaker 2 (GMT20260520-170240_Recording)
they don't come back and pay.
12:56
S… Speaker 2 (GMT20260520-170240_Recording)
We have very few people that come back and pay their full debt.
12:59
S… Speaker 2 (GMT20260520-170240_Recording)
I mean, the mulettos just did Kathleen did,
13:01
S… Speaker 2 (GMT20260520-170240_Recording)
you know, we were starting to have it,
13:03
S… Speaker 2 (GMT20260520-170240_Recording)
but I have,
13:04
S… Speaker 2 (GMT20260520-170240_Recording)
I personally don't have,
13:05
S… Speaker 2 (GMT20260520-170240_Recording)
it's not,
13:06
S… Speaker 2 (GMT20260520-170240_Recording)
I wouldn't, I would say more people leave the debt than they do pay it.
13:10
S… Speaker 2 (GMT20260520-170240_Recording)
Maybe we're,
13:11
S… Speaker 2 (GMT20260520-170240_Recording)
maybe we're to 50,
13:12
S… Speaker 2 (GMT20260520-170240_Recording)
50 now ish.
13:13
S… Speaker 2 (GMT20260520-170240_Recording)
But when we,
13:14
S… Speaker 2 (GMT20260520-170240_Recording)
when a member cancels,
13:16
S… Speaker 2 (GMT20260520-170240_Recording)
since we do accrual accounting now,
13:18
S… Speaker 2 (GMT20260520-170240_Recording)
when a member cancels,
13:19
S… Speaker 2 (GMT20260520-170240_Recording)
we, we zero out their whole,
13:23
S… Speaker 2 (GMT20260520-170240_Recording)
their contract.
13:23
S… Speaker 2 (GMT20260520-170240_Recording)
You know, it's not like we.
13:25
S… Speaker 2 (GMT20260520-170240_Recording)
hold on to it.
13:26
S… Speaker 2 (GMT20260520-170240_Recording)
So, I mean, it would be more messy,
13:27
S… Speaker 2 (GMT20260520-170240_Recording)
I think, for me to have an AR aging at the 90 plus days and just sit there forever.
13:32
S… Speaker 1 (GMT20260520-170240_Recording)
And Laura,
13:32
S… Speaker 2 (GMT20260520-170240_Recording)
if you and I were gone,
13:33
S… Speaker 2 (GMT20260520-170240_Recording)
I mean,
13:34
S… Speaker 2 (GMT20260520-170240_Recording)
that, that would be really messy.
13:36
S… Speaker 1 (GMT20260520-170240_Recording)
Nobody knows that that's written off,
13:37
S… Speaker 2 (GMT20260520-170240_Recording)
right? I know.
13:38
S… Speaker 2 (GMT20260520-170240_Recording)
I mean, I can go down the list and I know exactly what's going on with everybody,
13:41
S… Speaker 2 (GMT20260520-170240_Recording)
but if I would get hit by a bus,
13:43
S… Speaker 1 (GMT20260520-170240_Recording)
you know,
13:43
S… Speaker 2 (GMT20260520-170240_Recording)
there's a lot of people that wouldn't know what all the 90 plus days are.
13:47
S… Speaker 2 (GMT20260520-170240_Recording)
So I personally like it cleared,
13:49
S… Speaker 2 (GMT20260520-170240_Recording)
but I know Lauren,
13:50
S… Speaker 2 (GMT20260520-170240_Recording)
I've talked about not using person notes as well,
13:52
S… Speaker 2 (GMT20260520-170240_Recording)
using something more structured,
13:54
S… Speaker 2 (GMT20260520-170240_Recording)
like a template to leave those notes.
13:55
S… Speaker 2 (GMT20260520-170240_Recording)
So there's,
13:56
S… Speaker 2 (GMT20260520-170240_Recording)
cause there's like kind of those two pieces to that,
13:58
S… Speaker 2 (GMT20260520-170240_Recording)
I think to make the process,
14:00
S… Speaker 2 (GMT20260520-170240_Recording)
I like it to be clean.
14:01
S… Speaker 2 (GMT20260520-170240_Recording)
Um,
14:02
S… Speaker 2 (GMT20260520-170240_Recording)
I love,
14:03
S… Speaker 2 (GMT20260520-170240_Recording)
I love the idea of the debt sitting on their account.
14:05
S… Speaker 2 (GMT20260520-170240_Recording)
So anybody could literally pull it up and just go down and see exactly what months,
14:09
S… Speaker 2 (GMT20260520-170240_Recording)
but I just feel like I don't want it sitting there.
14:12
S… Speaker 2 (GMT20260520-170240_Recording)
And when they cancel,
14:13
S… Speaker 2 (GMT20260520-170240_Recording)
we wipe their contract for the entire year.
14:17
S… Speaker 1 (GMT20260520-170240_Recording)
from laura from my side from the yeah it makes me wonder if if
14:21
S… Speaker 1 (GMT20260520-170240_Recording)
it sits on their account till the end of the year and then
14:25
S… Speaker 1 (GMT20260520-170240_Recording)
anything that's still sitting there like that if that's it i mean there's a lot going
14:29
S… Speaker 1 (GMT20260520-170240_Recording)
on so um amber we contracts go through june 30th
14:34
S… Speaker 1 (GMT20260520-170240_Recording)
so any new member that comes on is signed on till june 30th
14:38
S… Speaker 1 (GMT20260520-170240_Recording)
and then everything starts again on july 1st but
14:41
S… Speaker 1 (GMT20260520-170240_Recording)
currently they're about to some of that but we'll have a lot of cancels
14:45
S… Speaker 1 (GMT20260520-170240_Recording)
in june yeah so end of june is okay so that's why you have a pretty higher that's
14:49
S… Speaker 1 (GMT20260520-170240_Recording)
why your volume is higher in june that makes sense then okay but a lot of the ones that
14:54
S… Speaker 1 (GMT20260520-170240_Recording)
are canceling june won't be due to bad debt cancellations that happen
14:58
S… Speaker 1 (GMT20260520-170240_Recording)
throughout the year are
15:00
S… Speaker 1 (GMT20260520-170240_Recording)
most often bad debt and maybe two or three a month.
15:04
S… Speaker 1 (GMT20260520-170240_Recording)
Other people that want to break their contract,
15:07
S… Speaker 1 (GMT20260520-170240_Recording)
they have a fee and some will just pay it.
15:09
S… Speaker 1 (GMT20260520-170240_Recording)
And so they are canceling without debt,
15:12
S… Speaker 1 (GMT20260520-170240_Recording)
but probably half of our cancellations are due to bad debt.
15:15
S… Speaker 1 (GMT20260520-170240_Recording)
And it makes me wonder,
15:17
S… Speaker 1 (GMT20260520-170240_Recording)
Maggie, if there's just a template we're going to put in the notes where anybody could see it.
15:20
S… Speaker 1 (GMT20260520-170240_Recording)
And I don't know if it makes sense to save it to the end of the season,
15:23
S… Speaker 1 (GMT20260520-170240_Recording)
or if it just goes to a note,
15:25
S… Speaker 1 (GMT20260520-170240_Recording)
you wipe it out and we just assume they're out.
15:27
S… Speaker 1 (GMT20260520-170240_Recording)
I mean,
15:28
S… Speaker 1 (GMT20260520-170240_Recording)
The contract's done. We're saying your contract's over.
15:31
S… Speaker 1 (GMT20260520-170240_Recording)
with fees or whatever,
15:32
S… Speaker 1 (GMT20260520-170240_Recording)
maybe there's just a note,
15:33
S… Speaker 1 (GMT20260520-170240_Recording)
a bad debt note.
15:35
S… Speaker 1 (GMT20260520-170240_Recording)
That is what I'm wondering,
15:36
S… Speaker 1 (GMT20260520-170240_Recording)
like a template,
15:37
S… Speaker 1 (GMT20260520-170240_Recording)
right?
15:37
S… Speaker 1 (GMT20260520-170240_Recording)
That gets put in the note,
15:39
S… Speaker 1 (GMT20260520-170240_Recording)
like a template,
15:40
S… Speaker 1 (GMT20260520-170240_Recording)
something a formal.
15:41
S… Speaker 2 (GMT20260520-170240_Recording)
So it's not just me hand keying in something that I think of.
15:45
S… Speaker 2 (GMT20260520-170240_Recording)
And, you know, and I type,
15:46
S… Speaker 2 (GMT20260520-170240_Recording)
like I talk,
15:46
S… Speaker 2 (GMT20260520-170240_Recording)
so I type,
15:47
S… Speaker 2 (GMT20260520-170240_Recording)
I ramble.
15:48
S… Speaker 2 (GMT20260520-170240_Recording)
So it'd be nice if it was just a nice,
15:50
S… Speaker 2 (GMT20260520-170240_Recording)
a template that everybody could just click on.
15:52
S… Speaker 1 (GMT20260520-170240_Recording)
They knew exactly.
15:53
S… Speaker 2 (GMT20260520-170240_Recording)
And it would be clear.
15:54
S… Speaker 2 (GMT20260520-170240_Recording)
Like you said,
15:54
S… Speaker 2 (GMT20260520-170240_Recording)
Laura, perfectly say,
15:56
S… Speaker 2 (GMT20260520-170240_Recording)
what months are they leaving?
15:57
S… Speaker 2 (GMT20260520-170240_Recording)
How much,
15:57
S… Speaker 2 (GMT20260520-170240_Recording)
what do they need to pay to come back?
15:59
S… Speaker 1 (GMT20260520-170240_Recording)
And it can't be deleted.
16:00
S… Speaker 1 (GMT20260520-170240_Recording)
That was one thing Amber and I talked about last week is person notes.
16:03
S… Speaker 1 (GMT20260520-170240_Recording)
Somebody could accidentally delete those.
16:05
S… Speaker 1 (GMT20260520-170240_Recording)
Oh, yeah.
16:05
S… Speaker 1 (GMT20260520-170240_Recording)
Although I do tend to copy them.
16:08
S… Speaker 1 (GMT20260520-170240_Recording)
I don't know if you copy it onto the company.
16:10
S… Speaker 2 (GMT20260520-170240_Recording)
I try to, but yeah.
16:11
S… Speaker 1 (GMT20260520-170240_Recording)
Is there notes on the company records,
16:14
S… Speaker 1 (GMT20260520-170240_Recording)
Amber?
16:14
S… Speaker 1 (GMT20260520-170240_Recording)
I bet.
16:16
S… Speaker 1 (GMT20260520-170240_Recording)
I don't recall.
16:18
S… Speaker 1 (GMT20260520-170240_Recording)
I'm not logged in at the moment.
16:20
S… Speaker 1 (GMT20260520-170240_Recording)
I don't recall that there are,
16:21
S… Speaker 1 (GMT20260520-170240_Recording)
but I could be wrong.
16:24
S… Speaker 1 (GMT20260520-170240_Recording)
Because that's the thing that's hard is so like if it's a studio that has
16:28
S… Speaker 1 (GMT20260520-170240_Recording)
three owners and we leave the note one person,
16:32
S… Speaker 1 (GMT20260520-170240_Recording)
you know,
16:33
S… Speaker 1 (GMT20260520-170240_Recording)
I use the company records to tie them.
16:34
S… Speaker 1 (GMT20260520-170240_Recording)
I don't think that there's the person note,
16:38
S… Speaker 1 (GMT20260520-170240_Recording)
but. There is,
16:41
S… Speaker 1 (GMT20260520-170240_Recording)
there's an other field in.
16:43
S… Speaker 1 (GMT20260520-170240_Recording)
Yeah, there's that.
16:45
S… Speaker 1 (GMT20260520-170240_Recording)
But like a note template taking thing.
16:49
S… Speaker 2 (GMT20260520-170240_Recording)
I love the idea of a template.
16:50
S… Speaker 2 (GMT20260520-170240_Recording)
I love a template just because it's the same kind of what we're doing,
16:53
S… Speaker 2 (GMT20260520-170240_Recording)
but it's just more organized,
16:54
S… Speaker 1 (GMT20260520-170240_Recording)
structured.
16:55
S… Speaker 2 (GMT20260520-170240_Recording)
Like you said, you can't just delete it.
16:56
S… Speaker 1 (GMT20260520-170240_Recording)
And anybody could find it.
16:58
S… Speaker 1 (GMT20260520-170240_Recording)
We just need, you know,
16:59
S… Speaker 1 (GMT20260520-170240_Recording)
we would just leave that out there for whoever.
17:01
S… Speaker 1 (GMT20260520-170240_Recording)
It would just be a process,
17:02
S… Speaker 1 (GMT20260520-170240_Recording)
right?
17:03
S… Speaker 1 (GMT20260520-170240_Recording)
That this is where you look for bad debt,
17:05
S… Speaker 1 (GMT20260520-170240_Recording)
right?
17:05
S… Speaker 1 (GMT20260520-170240_Recording)
Like that's just in part of the AR process.
17:08
S… Speaker 1 (GMT20260520-170240_Recording)
This is how we do it.
17:09
S… Speaker 1 (GMT20260520-170240_Recording)
As long as everybody knows that that's what we're doing.
17:13
S… Speaker 1 (GMT20260520-170240_Recording)
I do tend to agree,
17:14
S… Speaker 1 (GMT20260520-170240_Recording)
you know,
17:15
S… Speaker 1 (GMT20260520-170240_Recording)
the one client that does keep it all,

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