GMT20260520-170240_Recording

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,

GMT20260520-170240_Recording

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