01The question
“Our mystery shops keep showing staff skipping the freeze offer when a member cancels. Is it training?”
02What people said
“A freeze doesn’t count for anything. A new member does.”Front desk Invented excerpt
“We all did the retention training in March. Everyone knows the freeze exists.”Club manager Invented excerpt
03What the systems recorded
- A freeze offered in 31% of cancellations across the chain.
- 22% at the 26 clubs on the new-member bonus; 49% at the 14 still on the older scheme.
- Retention training completed by 96% of staff in both groups.
- The freeze offer skipped in 37 of 80 shop visits.
04What the procedure says
Offer a freeze before processing any cancellation.
05The other explanation, and why the evidence ruled it out
- Training
- Completion is the same in both groups, and the gap follows the bonus scheme.
06The decision and its owner
Count a saved membership toward the club target, and put the freeze offer into the cancellation form.
OwnerThe head of membership
07What they agreed to compare next
Freeze offers logged and cancellations next quarter, by scheme.
Illustrative. A composite with invented details, written to show how an investigation runs.