Chapter 3

Is bending the rules kindness, or a trap?

Linh động với hội viên là tử tế, hay tự làm khó?

The chapter's question

When a member asks to freeze or get a refund, what is my rule?

Big idea

An unwritten policy turns every case into a negotiation, and each one is harder than the last.

In this chapter

  1. Part 3.1

    Freezing a Membership

    In which cases may a membership be frozen, and for how long at most?

  2. Part 3.2

    Refund Rules

    If someone quits mid-plan, on what basis do I refund?

  3. Part 3.3

    Transfers

    May a member transfer their plan to a friend?

  4. Part 3.4

    Who Approves Exceptions

    Who decides the exceptions, and where is it recorded?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of Memberships is free to read right here.

Read in Conan School

Chapters of Memberships

  1. 1.More packages, or more reasons not to buy?
  2. 2.Do annual plans keep members, or just their money?
  3. 3.Is bending the rules kindness, or a trap?
  4. 4.Where do January's crowds go by March?
  5. 5.Is never raising prices really keeping members?