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What is Click to Cancel? 

The “click to cancel” legislation established by the Federal Trade Commission (FTC) in the fitness industry aims to safeguard consumers by enforcing transparent and straightforward cancellation processes for gym memberships or fitness services.  

This legislation requires fitness facilities to offer an easy and convenient option for consumers to cancel their memberships, often through a user-friendly online “click to cancel” feature.  

By adhering to this legislation, fitness businesses are compelled to enhance cancellation procedures, ensuring that consumers can end their memberships without facing obstacles or hidden fees. 

This new rule is set to take effect in approximately six months’ time, but you have nothing to worry about, Exerp’s in-house solutions is fully compliant.

How Can You Retain Your Members? 

To adapt and succeed amidst the evolving landscape influenced by the new click to cancel legislation, US gyms can adopt the following strategies to retain their members: 

Enhance Customer Experience: 

Focus on delivering outstanding customer service and making members feel valued and appreciated. Prioritizing customer satisfaction can foster loyalty and diminish the likelihood of cancellations. 

Improve Communication: 

Keep members informed about their membership terms, renewal dates, and cancellation policies clearly and transparently. Effective communication can help manage expectations and prevent misunderstandings that may trigger cancellations. 

Offer Flexibility: 

Provide flexible membership choices, such as month-to-month plans or the option to pause memberships temporarily. Granting members control over their commitment can mitigate the desire to cancel altogether. 

Incentivize Retention: 

Consider implementing loyalty programs, discounts, or additional perks to encourage members to remain. Recognizing long-term members can cultivate loyalty and enhance retention rates. 

Regularly Seek Feedback: 

Gather feedback from members to comprehend their needs, preferences, and concerns. Utilize this feedback to make enhancements and address any pain points that could result in cancellations.