The drift before the cancel
Members don’t typically wake up Monday morning and decide to cancel. They start missing one class a week, then two, then they forget to come at all, then they look at their bank statement and decide to “save money.” The cancellation is the symptom — the missed classes are the disease.
How retention nudges work
The system tracks each member’s normal check-in cadence (you’re a 3x/week member? a 1x/week member?) and flags drift the moment it appears. Specifically:
- A member whose typical cadence is 3 classes/week and who’s only attended 1 class in the last 7 days → at-risk flag.
- A member who hasn’t checked in for 9 days → silent-quitter flag.
- A member whose payment date is in the next 5 days AND whose attendance has dropped 50% in the last 30 days → pre-cancellation flag.
When a flag fires, two things happen simultaneously:
- The owner / lead coach gets a Slack or email ping with the member’s name, last check-in, and recent attendance graph. This is the trigger for a personal, non-templated outreach.
- A soft system nudge fires to the member — a coach-signed SMS that doesn’t feel automated: “Hey [name], haven’t seen you in a bit. Everything cool? Want me to slot you in for [their usual class time]?”
The save rate
The combination — a coach reaching out by name within 24 hours of the flag + a soft system message — saves roughly 1 in 3 at-risk members. For a 200-member studio, that’s typically 3–5 saves per month. At an average lifetime value of $1,200/member, that’s $4,000–$6,000/month in saved revenue.
Customization
You configure which thresholds matter for your studio. A 5x/week CrossFit box sets different drift thresholds than a 1x/week yoga drop-in studio. We set the right thresholds during your 10-hour onboarding based on your member-cadence data.
Get the snapshot and stop losing members you didn’t know you were losing.