English to Chinese Social Sciences Sports / Fitness / Recreation club members retention

"We have an entire system of what we say and how we say it," Page says. "We don't say, 'We miss you, where've you been?' Because it just reinforces the fact that they're paying for nothing. The script now goes something like, 'I noticed on your {initial paperwork} when you joined, you said you were interested in x, and I wanted you to know we have a class on Wednesday and would love to invite you in for it. I'll be here, ask for me.' We have found that the more calls we make like that -- proposing alternatives and solutions and scheduling them for appointments or another assessment -- the lower our attrition rate goes."