Every Cancellation Now Has an Owner — SwingFIT Member Success

What's changing

Every cancellation used to disappear with no record of why and no one on the hook for it. That stops now. The moment a member cancels, the system automatically names two people: their coach and their Member Success owner. Both get an email. Both have a window to try to keep the member before the cancellation takes effect.

How it works

Five steps, start to finish.

A member cancels

The system stamps the record with two names: the member's accountable coach (the last coach they had a booked session with) and their Member Success owner.

Both get an email

It lands during the roughly 30-day save window before the cancellation takes effect. It shows who the member is, their membership tier, why they said they're leaving, and what they wrote in their exit survey.

You reach out

Call the member. Try to save them, pause them, or downgrade them before the effective date. Anything that keeps the relationship counts.

You log the outcome in one tap

The email has a "Log the outcome" button. It opens a short form, already filled in with the right member. Pick what happened, add a short note, and it writes straight back to the member's record. No CRM login needed.

Saved Paused Downgraded Lost

No log by the effective date escalates

If nothing's logged, it goes to Max, Lucy, and Akash. Every outcome rolls up so we can see save rates by coach and by Member Success owner.

What we're asking of you

If you're named, act. If you're the coach or Member Success owner on a cancellation, you'll get the email. Reach out and log what happened.
A pause or a downgrade counts as a win. We're not chasing a full save every time. We're asking you to try to keep the relationship instead of losing it outright.
Logging takes one tap from the email. Nothing to look up, nothing to log into.

Why this matters

Cancellations were coming in with no record of why and no one responsible for trying to stop them. Now every one gets a reason, a name, and a deadline.

That turns a loss into a chance: there's a window to act, and someone accountable for acting in it. And logging the outcome, even a short note, is how we find out the real reason members leave, so we can fix it before the next one walks.