Back yonder, slaves of the royal court used to get their nuts chopped off to make them less influential since they were close to the King.
These nutless slaves were called Eunuchs.
There were a couple of reasons they did this:
Slicing and dicing their baby makers meant they couldn’t reproduce — making them a non-threat because they didn’t have any ambition for dynasty and legacy.
It also meant they had the circulating testosterone of a child, incapable of difficult conversations, leadership and responsibility.
And, most of all, it ensured that they were docile servants, who just accepted whatever request was asked of them willingly and blindly.
If I were King, it would make sense to have a Eunech by my side because if I were the leader, I wouldn’t want anyone so close to me who could be a threat.
But if I wasn’t the leader and instead the follower who was looking for leadership and advice when times got hard, the last person I’d want in my life is a Eunuch.
Here’s why this matters to you:
Alley-Oop subscriber, Chris, along with just about everyone else who emoji’d in response, asked this about cancellation requests:
Hey just want to see how others deal with re-negotiations for those cancelling program contract commitments. Honour commitment and payments. Differences between when it is say in the first 4 weeks of a program or after a number of months in say a 12-month program.
Now, I know for a fact that Chris is no Eunech.
But, for a lot of gym owners/coaches/PT’s, when they receive a cancellation request, they usually approach it like a Eunech rather than a King. I certainly have in the past.
Instead of dealing with the root cause of the cancellation, many of us are suddenly overwhelmed with rejection and hurt. We sheepishly initiate their cancellation policy and wish the departing member all the best.
We run the cancellation through our ‘policies’ but then ultimately, we say goodbye. The faster we say goodbye, the faster the feeling of rejection goes away.
And just like that, a cancellation has been actioned, and a member, who used to get great value from what you offered, is gone.
Leadership score = tiny little walnuts.
Compare that to a King — same scenario, but a different mindset.
A cancellation request comes through. You acknowledge the email and ask to jump on a call.
You ask them what’s going on.
Why are they cancelling?
What has been the challenge?
What support have they tried to get from you?
If they were getting what they wanted, would they want to stay?
Oh, they would? So you work with them, in collaboration, to figure out how you can make it happen.
Unlike the Eunech, the King approaches the cancellation head-on. The King doesn’t obfuscate responsibility… they own it.
A King does not get emotional — a King leads with empathy, is quick to listen, and is slow to answer.
A King understands that things can go wrong but that a bad situation can be turned around.
A King acknowledges that the first ‘reason’ for cancelling may not be the ‘real’ reason.
And that’s not to say that the member is lying — it’s just hard to be completely honest because no one likes rejection (even the person who is doing the rejecting).
A King looks to serve.
Leadership score == 2 big hairy coconuts.
This is why I tell every mentee who works with me that there are two periods when you must act like a King (or Queen for the lady bosses).
1. When you’re making a sale because sales is leadership. You must do what’s best for them.
2. When someone can no longer see the value you provide, hence the cancellation request.
In these two situations:
It is your DUTY to fight for their interests, even when they don’t see it.
it is your RESPONSIBILITY to act on their behalf and guide them to a decision that serves them.
It is your HONOR on the line if you become a coward in a moment you need to lead and not deal with the root cause.
So if you want to be a bitch-ass Eunech, accept a cancellation request at face value, avoid having a real, hard and honest conversation, and watch as your nuts ooze out all over the floor.
Or be a King.
Serve not just those who are doing well but those who are struggling.
Lead not just on the good days but on the bad days, too.
Create conviction not just when motivation is high but when it’s at an all-time low.
The choice is yours, my friends.
– Karl Goodman