In Churn Matters, Part 1 we talked about calculating and tracking churn. In Part 2 we looked at how to determine how much churn is too much. To wrap up this series let’s look at four ways to minimize churn in your business.
1. Create a great client experience
Revisit all stages of the client path in your business—can you make any improvements? How are new clients greeted? Is your studio or facility as clean as it could be? Is your business welcoming? Or is it intimidating? Take some time to periodically evaluate all touch points of the client experience and refine and iterate as needed. Clients who feel safe, are making progress and are having a great time in the process are far less likely to churn.
2. Leverage attendance data
Clients with poor attendance are at greater risk of churn. Failure to attend your services regularly can lead to suboptimal results—or even no results—which certainly doesn’t help your retention efforts.
Taking consistent attendance gives you access to a host of visit metrics in Front Desk. In addition to accessing visit data and trends, tracking attendance means you can use our integrated email marketing tools like MailChimp or Emma to automate your retention efforts and send a “We Miss You” email to clients who haven’t attended recently.
Keeping clients is far easier when you leverage the data and tools at your disposal.