Sample audit · Cancellation call
The member who asked to pause
A gym member of 14 months calls to cancel after her work schedule changes. She asks to pause until January. The agent offers a cheaper plan instead, and she leaves.
Reconstructed call. No real customer, no real company.
- Company
- PulsoFit (invented), a US gym chain with Spanish-speaking members
- Plan
- Premium, $39.99 a month
- Agent could offer
- Freeze up to 3 months at $9.99 a month · Downgrade to Basic at $24.99 · One month waived after 12+ months of membership
- Reason code
- Unused value
- Recoverable
- Yes
Report headline
This call was recoverable and was not recovered. The member asked to pause until January. A freeze at $9.99 a month was allowed and never offered, so PulsoFit lost a $39.99-a-month member of 14 months.
If she had frozen her membership, PulsoFit would have collected $9.99 a month through the freeze and $39.99 a month again from January. Instead it collected one final charge, and nothing after that.
Scorecard
Five areas, one reason code and one strict judgment: was this call recoverable?
| Area | Finding | Timestamp | Note |
|---|---|---|---|
| Save technique | Missed | 00:58 | She asked to pause until January (“dejarlo en pausa… en enero”). The agent kept pushing the downgrade. He should have offered the 3-month freeze at $9.99. |
| De-escalation and tone | Mishandled | 00:45 · 00:52 | “Es la política, está en el contrato,” then he interrupted her. Fourteen months of membership were never acknowledged. |
| Dispute prevention | Not Applicable | – | No mention of the bank, the card or fraud. |
| Policy execution | Missed | 00:41 | She objected to paying one more month (“¿Otro mes más?”). With 14 months of history she qualified for one month waived. It was never offered. |
| Cancellation reason | Unused Value | 00:24 | Her work schedule changed. She is paying for a gym she can’t get to. |
| Recoverable? | Yes | 00:58 | A specific objection (she can’t go until January) and an allowed option that was never used (the freeze). |
Where the call turned
The timestamped moments behind the scorecard.
«¿Otro mes más? Pero si ni siquiera lo estoy usando.»
“Another month? But I’m not even using it.”
- Signaled
- Frustration at paying for nothing
- Lever allowed
- One month waived (14 months of history)
- Policy execution
- Missed
«Si pudiera, no sé, dejarlo en pausa un tiempo…»
“If I could, I don’t know, put it on pause for a while…”
- Signaled
- Wants to stay. It’s timing, not price.
- Lever allowed
- Freeze up to 3 months at $9.99
- Save technique
- Missed
- Recoverable
- Yes
«Catorce meses y ni un “lo sentimos”.»
“Fourteen months and not even a ‘we’re sorry.’”
- Signaled
- Felt unvalued. Leaves with a bad story to tell.
- De-escalation
- Mishandled
What should have happened
The same moments, with wording your agents could use. Each offer is one the policy already allowed.
Sí, señora, es la política. Está en el contrato que firmó.
Yes, ma’am, it’s the policy. It’s in the contract you signed.
Tiene razón, no tiene sentido pagar por algo que no está usando. Como lleva 14 meses con nosotros, le puedo quitar el cobro de ese último mes.
You’re right, it makes no sense to pay for something you’re not using. Since you’ve been with us 14 months, I can remove the charge for that last month.
Bueno, el Básico sigue siendo más barato.
Well, Basic is still cheaper.
Entiendo, con ese horario es muy difícil llegar al gimnasio. Le puedo congelar la membresía hasta enero por 9.99 al mes, y cuando vuelva a su horario de la mañana, la reactivamos. ¿Le parece?
I understand, with that schedule it’s really hard to get to the gym. I can freeze your membership until January for $9.99 a month, and when you’re back on your morning schedule, we’ll reactivate it. Would that work?
What to fix first
- When a customer names the fix (“en pausa”, “hasta enero”), offer the option that matches it.
- Offer the freeze before the downgrade when the reason is time or schedule, not price.
- Mention tenure and the loyalty waiver early with members of 12+ months.
- Acknowledge the customer before explaining any rule. Retire “es la política” and “está en el contrato” as openers.
The call
Reconstructed call. No real customer, no real company. Written by our auditors from patterns they have handled for years. Personal details are removed, as they are in client reports.
Read the full transcript, in Spanish with English translation
Highlighted rows are the moments above.
Gracias por llamar a PulsoFit, le habla Kevin. ¿En qué le puedo ayudar hoy?
Thank you for calling PulsoFit, this is Kevin. How can I help you today?
Hola, buenas. Mire, quiero cancelar mi membresía.
Hi. Look, I want to cancel my membership.
Claro. ¿Me da su número de miembro o el correo de la cuenta, por favor?
Of course. Can I have your member number or the account email, please?
Marisol Ortega, [correo electrónico].
Marisol Ortega, [email address].
[tecleando] Muy bien, señora Ortega. Veo que tiene el plan Premium de 39.99 al mes. ¿Me puede decir el motivo de la cancelación?
[typing] All right, Ms. Ortega. I see you’re on the Premium plan at $39.99 a month. Can you tell me why you’re cancelling?
[suspira] Es que me cambiaron el horario en el trabajo. Ahora salgo a las nueve de la noche y ya no me da tiempo de ir. Llevo como dos meses pagando y sin usarlo.
[sighs] They changed my schedule at work. Now I get off at nine at night and there’s no time to go. I’ve been paying for about two months without using it.
Entiendo. Le comento que para cancelar se necesita un aviso de 30 días, así que se le cobraría el próximo mes completo.
I understand. Just so you know, cancelling requires 30 days’ notice, so you’d be charged for next month in full.
¿Otro mes más? [pausa] Pero si ni siquiera lo estoy usando.
Another month? [pause] But I’m not even using it.
Sí, señora, es la política. Está en el contrato que firmó.
Yes, ma’am, it’s the policy. It’s in the contract you signed.
[tono cortante] Ya, ya sé que está en el contrato. Lo que digo es que…
[curt] Yes, I know it’s in the contract. What I’m saying is…
[la interrumpe] Pero le puedo ofrecer algo. Si se queda, le puedo bajar al plan Básico de 24.99.
[interrupts her] But I can offer you something. If you stay, I can move you down to the Basic plan at $24.99.
Es que no es por el precio. Es que no puedo ir. Si pudiera, no sé, dejarlo en pausa un tiempo hasta que me cambien el turno otra vez… me dijeron que en enero a lo mejor vuelvo al horario de la mañana.
It’s not about the price. I just can’t go. If I could, I don’t know, put it on pause for a while until they change my shift again… they told me I might go back to mornings in January.
Bueno, el Básico sigue siendo más barato. Y tiene acceso a todas las sucursales en horario regular.
Well, Basic is still cheaper. And it gives you access to all locations during regular hours.
[pausa larga] O sea que pagaría menos… por algo que tampoco voy a usar.
[long pause] So I’d pay less… for something I’m still not going to use.
Es la mejor opción que tengo disponible para usted.
That’s the best option I have available for you.
[suspira] No, mire, mejor cancélelo.
[sighs] No, look, just cancel it.
Está bien. Entonces le confirmo: la cancelación queda registrada con fecha de hoy, se le hará un último cobro de 39.99 el día quince, y después de esa fecha ya no tendrá acceso a las instalaciones. ¿Está de acuerdo?
All right. To confirm: the cancellation is recorded as of today, there will be a final charge of $39.99 on the 15th, and after that date you won’t have access to the facilities. Do you agree?
Pues… no me queda de otra.
Well… I don’t have much choice.
Le va a llegar un correo de confirmación en las próximas 24 horas. ¿Hay algo más en lo que le pueda ayudar?
You’ll receive a confirmation email within 24 hours. Is there anything else I can help you with?
No. Nada más. [en voz baja] Catorce meses y ni un “lo sentimos”.
No. That’s all. [quietly] Fourteen months and not even a “we’re sorry.”
Gracias por llamar a PulsoFit, que tenga buena noche.
Thank you for calling PulsoFit, have a good night.
[La clienta cuelga sin despedirse.]
[The customer hangs up without saying goodbye.]
See this on your own calls.
A 30-minute call. We'll ask about your volumes, plans and pricing, and tell you what an audit would cost.