How To Freeze a Member Account

It starts with a conversation.  They ask about cancelling or freezing and we take a moment to understand their situation, show empathy, and recommend the best option for them.  If the best option is to temporarily freeze their account follow these steps:

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1. Let them know that talking about their account in that present conversation does NOT change anything.  ALL account changes are initiated by THEM through the LINK.  Tell them you are about to text them the link and tow watch for it and let you know if they do not receive it.  THEY must take the action or their account will continue invoicing as normal. They will receive an email Freeze confirmation for their records once it is fully processed and that is how they can be certain the Freeze has been enacted.

2. Let them know to expect the following once they click the link:

   1. There is a $10 admin fee per Freeze month instead of normal invoicing

   2. They can freeze up to 3 months in a year

   3. Their credits will be “frozen” and sessions cannot be scheduled during the Freeze time and will not expire.  If they desire to book sessions in the near future, make sure they know to book before the Freeze begins.

   4. They choose the Freeze start date and duration of 1-3 months in the link.

3. Ensure their Client Portal is set up and accessible for them.  Neither the cancel or freeze link will work if it’s not.

4. NOTE THE INTERACTION in Work It whether it was a phone call or in person in their file, so staff can have good future conversations in case anything comes up later.

5. Set a task a few days into the future to make sure they have filled out the link and have not had trouble.  THIS IS A MEMBER THAT WANTS TO CONTINUE WITH US INSTEAD OF CANCELLING SO WE WANT TO MAKE THIS EXPERIENCE EASY AND EFFORTLESS FOR THEM!

NEXT STEPS:

Set up or verify their Client Portal by clicking https://clients.stretchzone.com

• use the small “Register” link in lower right corner if it needs to be set up.  Use password Stretch1 for everyone so it's easy to recover if needed.

• to test, click the portal link and enter their email and Stretch1 or have them test with their own password if they think they have set it up.

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TO FREEZE: copy, paste and text the following link after replacing “[userid]” with their own account number.  Do NOT include brackets.

 

TEXT THIS:  https://clients.stretchzone.com/flex/freeze/[userid]

 

For EXAMPLE, the link should look like the one above after you have finished adding in their account number properly:   https://clients.stretchzone.com/flex/freeze/999999999

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AFTER THEY CLICK THE FREEZE LINK AND SUBMIT THEIR FREEZE REQUEST, we do the following:

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1. Check the main studio email for a Freeze Request.

2. Copy and paste the details they have requested into their client profile

3. Inside their profile look at their next invoice date.  If they want to freeze before their next invoice, and it is within the next 3 days,  PLEASE SEND JENNIFER A MESSAGE IN SLACK to finish the freeze right away.

4. If there is more than 3 days before their next invoice date, look for the automatic task that was assigned for "Flex Freeze Review" and double click the name of the person it is assigned to.  Reassign the task to Jennifer and save.

5. Once the Freeze is enacted, you can verify it is in motion by looking at future invoices scheduled, and after the freeze begins the account will have a bright blue banner across the main account page stating that it is in Freeze.

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*Members can unfreeze at any time if they wish to resume full membership early.

** We should sprinkle care calls a couple of times during the freeze to see how they are doing, especially if they are out for medical reasons. :)