FOR THE MEMBERSHIP COORDINATOR
Stay Offer
A save-the-cancel call workspace with offers.
On every cancellation call, the coordinator already knows who is on the line and what might keep them. There is no need to put the customer on hold and dig through screens.
- Time back
- 6 min
- per call
- Cost
- 18¢
- 36 Rivets per call
How it works.
5 steps, and your team only touches the ones that need a person.
- 1.
The call is flagged as a cancellation
When an inbound call comes in as a cancellation, Stay Offer opens on that customer's account. With a connected system it happens automatically; without one, the coordinator opens it on the account themselves.
- 2.
The account picture is assembled
Stay Offer pulls tenure, payment history, recent complaints, and technician notes into one view, so the coordinator has the full story before speaking.
- 3.
The offers are presented
A set of retention offers sized to this customer's history appears next to the account picture, drawn from the options the business has set up.
- 4.
The coordinator works the save
The coordinator picks the offer that fits and records what the customer said in response.
- 5.
The outcome is saved
The result is logged and written back to the customer's profile when a system is connected.
Try it.
A small working model of Stay Offer. Nothing here touches a real customer.
Pick who's calling to cancel and see their history and the offers that make sense for them.
A day for the Membership Coordinator.
- 10:55 AM
A member calls to cancel. The coordinator pulls up the account and starts scanning tenure, payments, and past complaints while the customer waits on the line.
- 11:02 AM
Still hunting for the technician notes from the last visit. The coordinator puts the customer on a brief hold to think about what they can offer.
- 11:08 AM
The coordinator offers a discount off the top of their head, loses the save, and types up the outcome by hand after hanging up.
- 10:55 AM
A member calls to cancel. The account picture is already on screen: tenure, payment history, recent complaints, and technician notes, all in one view.
- 10:57 AM
The offers are listed and sized to this customer. The coordinator leads with a rate freeze and a free tune-up, the two that fit the history in front of them.
- 11:00 AM
The customer stays on the basic plan. The coordinator records the response in the same place, and the outcome saves back to the profile on its own.
What it won't do.
So nobody's surprised later.
- Predicting or flagging at-risk accounts before a cancellation call comes in.
- Placing outbound retention or win-back calls.
- Applying the chosen offer to billing or the membership record automatically.
- Handling renewals or scheduled membership outreach.
- About 220,000 calls a month analyzed across 31 shops
- 139 shops use Graphite Lab tools
- 108 ServiceTitan data types synced, including for multi-location operators
- 66 to 93 mobile PageSpeed, from a contractor's old site to the preview we built in under 10 days
Let’s talk about your shop.
No slide deck. Tell us how your team runs today and we'll show you what we'd build first. If it's a fit, we send you a quote.
