The At-Risk Alert — SwingFIT Member Success

What's changing

Every morning, a scan checks every active member for two early warning signs: going quiet and booking less. If either shows up, one alert lands in the Member Success channel in Cliq with the member's name and why they were flagged. That's it. No form, no dashboard, just a heads-up while there's still time to act.

How it works

Four steps, start to finish.

The scan runs once a day

Every active member gets checked automatically — no one has to remember to look for this.

Two signals, either one triggers a flag

A member gets flagged if they've been quiet for 10–20 days since their last visit, or if their bookings over the last 30 days have dropped by 40% or more compared to the 30 days before that (only counted once they've built up a real booking history, so it's not tripped by one quiet month).

10–20 days quiet 40%+ booking drop

Paused members are automatically skipped

If a member has paused their own membership, they're excluded before either signal is checked. There's no reason to chase someone who told us they'd be away.

Paused = no alert

One alert, then a week of quiet

The Cliq message names the member and the reason they were flagged, with a nudge to check in within 48 hours. Once someone's been flagged, they won't be flagged again for 7 days even if the same signal is still true. That keeps the channel from filling up with repeats.

What we're asking of you

Check in within 48 hours of an alert. A call, a message, catching them at the studio. Anything that's a real touchpoint counts.
There's no button to log an outcome yet. Unlike the cancellation-save flow, this one's just the alert for now. Handle it the way you'd handle any heads-up from a teammate.
Treat it as a nudge, not a verdict. These are early signals, not a prediction that someone's leaving. Use your judgment on what the right outreach looks like.

What this isn't

This isn't a replacement for the winback flow that already reaches out automatically once someone's been gone 60 days. This one catches people earlier, while a quick check-in still works.

It also isn't a credit-expiry reminder. Members already get emailed directly about credits running low or expiring at set milestones before it happens, so this alert stays focused on the two signals above rather than duplicating that.

Heads up: this is a new system and hasn't started sending alerts yet. Once it's switched on, expect the first flags to include a backlog of anyone already showing these signs — that's normal for the first run, not a flood every day after.

Why this matters

Most members don't cancel out of nowhere. They go quiet first. By the time the system notices someone's been gone two months, that conversation is a lot harder to have than it would've been in week two.

This closes that gap: a light-touch, low-noise way to catch the early signs and reach out while a member's still easy to bring back in.