EARLY ACCESS: We SLASHED Our Churn Rate by 17.64% This Month! Here’s How You Can Too 🤑

𝐈𝐦𝐚𝐠𝐢𝐧𝐞 having a community where people are so happy that they never want to leave. At Skool Masterclass, we’re not just dreaming about it—we’re making it real, and the results are already amazing.

As the new Skool Mentor, I’ve been given the job of keeping our members happy and making sure they stick around. Here’s what we’ve achieved so far:

• 𝐄𝐥𝐞𝐯𝐞𝐧 𝐏𝐞𝐫𝐜𝐞𝐧𝐭 𝐃𝐫𝐨𝐩 𝐢𝐧 𝐂𝐚𝐧𝐜𝐞𝐥𝐥𝐚𝐭𝐢𝐨𝐧𝐬: We reduced the number of people canceling from 89 to 79. That’s 10 more people who decided to stay with us, thanks to the changes we’ve made.

• 𝐓𝐞𝐧 𝐏𝐞𝐫𝐜𝐞𝐧𝐭 𝐈𝐧𝐜𝐫𝐞𝐚𝐬𝐞 𝐢𝐧 𝐑𝐞𝐧𝐞𝐰𝐢𝐧𝐠 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬: We’ve grown our base from 773 to 850 renewing customers. This means we didn’t just reduce cancellations in absolute numbers; we also improved our retention rate, showing that more people are choosing to stay with us.

But here’s where it gets really exciting:

By combining these efforts, we’ve seen a 𝟏𝟕.𝟔𝟒 𝐏𝐞𝐫𝐜𝐞𝐧𝐭 𝐫𝐞𝐝𝐮𝐜𝐭𝐢𝐨𝐧 𝐢𝐧 𝐨𝐮𝐫 𝐨𝐯𝐞𝐫𝐚𝐥𝐥 𝐜𝐡𝐮𝐫𝐧 𝐫𝐚𝐭𝐞. This isn’t just about keeping a few extra people around—it’s about creating a wave of positive momentum that makes our community stronger and more engaged than ever.

In this article, I’m going to show you exactly how we’re doing it. From finding the biggest risks to giving our members experiences they can’t resist, we’re not just making small changes—we’re changing the game. If you’re ready to keep your community hooked and excited, let’s jump in.

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𝐓𝐡𝐞 𝐏𝐚𝐭𝐡 𝐭𝐨 𝐒𝐮𝐜𝐜𝐞𝐬𝐬: 𝐇𝐨𝐰 𝐖𝐞’𝐫𝐞 𝐂𝐮𝐭𝐭𝐢𝐧𝐠 𝐂𝐡𝐮𝐫𝐧 𝐚𝐧𝐝 𝐊𝐞𝐞𝐩𝐢𝐧𝐠 𝐌𝐞𝐦𝐛𝐞𝐫𝐬

Our success wasn’t by luck—it came from a data-driven, focused plan. Here’s a quick look at what we did:

𝐔𝐬𝐢𝐧𝐠 𝐃𝐚𝐭𝐚 𝐭𝐨 𝐌𝐚𝐤𝐞 𝐃𝐞𝐜𝐢𝐬𝐢𝐨𝐧𝐬: We looked closely at our data to find out which members were most likely to leave and why.

𝐆𝐫𝐨𝐮𝐩𝐢𝐧𝐠 𝐌𝐞𝐦𝐛𝐞𝐫𝐬 𝐛𝐲 𝐑𝐢𝐬𝐤: We sorted our members by how likely they were to leave, so we could focus on the ones who needed the most attention.

𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐞𝐝 𝐇𝐞𝐥𝐩: We reached out to at-risk members with support that met their specific needs, making it easier for them to stay.

𝐒𝐩𝐞𝐜𝐢𝐚𝐥 𝐎𝐟𝐟𝐞𝐫𝐬 𝐭𝐨 𝐊𝐞𝐞𝐩 𝐌𝐞𝐦𝐛𝐞𝐫𝐬: We created special deals for different types of members, giving them more reasons to stick around.

𝐒𝐭𝐨𝐩𝐩𝐢𝐧𝐠 𝐏𝐫𝐨𝐛𝐥𝐞𝐦𝐬 𝐄𝐚𝐫𝐥𝐲: We kept a close eye on our members and jumped in to help before small issues turned into big reasons to leave.

These steps worked together to cut down on churn and make our members happier. Now, let’s dive into the details of each step so you can do it too.

𝐃𝐚𝐭𝐚 = 𝐊𝐢𝐧𝐠

After working closely with Kevin, who dove into a staggering 248,247 data points from our community, one thing became crystal clear: 𝐃𝐀𝐓𝐀 = 𝐊𝐈𝐍𝐆. Without it, you’re navigating in the dark, like trying to steer a ship with no compass. But picture this—knowing exactly which members are most likely to leave before they even do. Sounds wild, right? With this data in hand, we can reach out to them just in time or find smart ways to keep them engaged.

Here’s what we uncovered—𝐅𝐨𝐮𝐫 𝐋𝐞𝐯𝐞𝐥𝐬 𝐨𝐟 𝐑𝐢𝐬𝐤:

1. 𝐂𝐚𝐧𝐜𝐞𝐥𝐥𝐢𝐧𝐠 𝐌𝐞𝐦𝐛𝐞𝐫𝐬: These are the members already halfway out the door. They’ve clicked that cancel button, so if we don’t act fast, they’re gone for good. We need to jump on these cases right away.

2. 𝐃𝐞𝐜𝐥𝐢𝐧𝐢𝐧𝐠 𝐌𝐞𝐦𝐛𝐞𝐫𝐬: These folks hit a payment snag, maybe a declined card or bank issue. It’s often a quick fix, but if we don’t give them a heads-up, they might slip away. A simple reminder can keep them from drifting off.

3. 𝐍𝐨 𝐏𝐨𝐬𝐭 𝐌𝐞𝐦𝐛𝐞𝐫𝐬: Our data revealed that around 60% of those who left the community never posted a single thing. These members are at high risk because they’re not connecting. If they’re not participating, they’re more likely to disappear.

4. 𝐋𝐨𝐰 𝐄𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 𝐌𝐞𝐦𝐛𝐞𝐫𝐬: The less someone posts or interacts, the higher the risk they’ll leave. It’s simple—if no one’s engaging with your content, you start to feel isolated and unsupported, and that often leads to leaving the community.

Now that we’ve pinpointed these risk levels, the real question is: 𝐡𝐨𝐰 𝐝𝐨 𝐰𝐞 𝐭𝐚𝐜𝐤𝐥𝐞 𝐭𝐡𝐞𝐦?

𝐂𝐡𝐮𝐫𝐧 𝐏𝐫𝐞𝐯𝐞𝐧𝐭𝐢𝐨𝐧: 𝐊𝐞𝐞𝐩𝐢𝐧𝐠 𝐎𝐮𝐫 𝐌𝐞𝐦𝐛𝐞𝐫𝐬 𝐄𝐧𝐠𝐚𝐠𝐞𝐝

To keep our members from leaving, we’ve developed a unique approach for each risk level. Let’s break it down step by step.

𝐃𝐢𝐬𝐜𝐥𝐚𝐢𝐦𝐞𝐫: 𝐂𝐮𝐬𝐭𝐨𝐦𝐢𝐳𝐚𝐭𝐢𝐨𝐧 𝐢𝐬 𝐊𝐞𝐲

Before we dive into the specific offers, it’s important to note that these are just examples. We’re always updating our offers to fit our community’s needs better. The most important thing isn’t sticking to a script—it’s about really understanding what your members want and need. By staying flexible and listening to your members, you can create offers that truly resonate and keep them engaged.

Now, here’s how we tailor our offers for each member type:

1. 𝐂𝐚𝐧𝐜𝐞𝐥𝐥𝐢𝐧𝐠 𝐌𝐞𝐦𝐛𝐞𝐫𝐬

• 𝐑𝐢𝐬𝐤 𝐋𝐞𝐯𝐞𝐥: HIGH

• 𝐀𝐩𝐩𝐫𝐨𝐚𝐜𝐡: Personalized Loom video and identify problems.

• 𝐒𝐨𝐥𝐮𝐭𝐢𝐨𝐧: Give them a reason to stay for one more month.

First, figure out who you have in your community. Usually, they fall into three types:

1. 𝐒𝐭𝐚𝐫𝐭𝐞𝐫: 0 to 1K per month

2. 𝐁𝐮𝐢𝐥𝐝𝐞𝐫: 1 to 10K per month

3. 𝐒𝐜𝐚𝐥𝐞𝐫: 10K+ per month 🚀

Next, create something that each group would value. But before you make it, talk to your members! 𝐀𝐒𝐊 them directly what would make them excited to stay.

Here’s what we offer each type. Each level builds on the previous one, meaning higher levels include all the benefits of the levels below them:

𝐒𝐭𝐚𝐫𝐭𝐞𝐫: About page Review

As a Starter, you’ll get an in-depth review of your About Page. This will give you clarity on why you are or aren’t converting and actionable steps to boost your sales in the next 30 days!

𝐁𝐮𝐢𝐥𝐝𝐞𝐫: Hot Seat on Daily Skool Activation Call:

Get priority access to a Hot Seat during my daily group calls. We’ll tackle your specific challenges and help you break through in real-time.

𝐒𝐜𝐚𝐥𝐞𝐫: 30-Minute Strategy Call:

We’ll start with a focused one-on-one call to dive deep into your current challenges and goals. By the end, you’ll have a personalized growth plan and know exactly what steps to take next.

By understanding what each member type truly values, we’re not just preventing churn—we’re building a community where everyone feels like they belong.

P.S.

If people cancel JUST to get these benefits we won't give them.

2. 𝐃𝐞𝐜𝐥𝐢𝐧𝐢𝐧𝐠 𝐌𝐞𝐦𝐛𝐞𝐫𝐬

When a member’s payment doesn’t go through, it’s usually just a small issue with their card. But it’s also a great chance to connect and keep them interested.

• 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐜 𝐅𝐨𝐥𝐥𝐨𝐰-𝐔𝐩: We’ve made this easier by automating the first message. As soon as a payment fails, an automatic message is sent to the member saying, “Hey! We noticed your card didn’t work. Please update your payment info so you can keep enjoying your benefits.” This keeps things simple while solving the problem quickly.

• 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥 𝐓𝐨𝐮𝐜𝐡: Even though we use automation first, you can also follow up personally. This is especially good for important members or those who have been with your community for a long time. A quick, friendly message like, “Hey! I noticed [personal detail],” can make them feel special.

• 𝐁𝐮𝐢𝐥𝐝 𝐭𝐡𝐞 𝐂𝐨𝐧𝐧𝐞𝐜𝐭𝐢𝐨𝐧: Whether it’s through an automatic message or a personal one, the goal is the same—building a stronger relationship. By reaching out, you show members that they matter, not just their payments.

• 𝐍𝐞𝐱𝐭 𝐒𝐭𝐞𝐩𝐬: If they still decide not to stay, they move from a declined member to a canceled member. At this point, we follow our process for canceled members and offer them one of the special deals we talked about earlier.

𝐄𝐱𝐚𝐦𝐩𝐥𝐞:

𝐇𝐞𝐲! I noticed your payment didn’t go through for this month’s membership. No worries—these things happen!

To keep your membership going, just make sure there’s money in your account or ask your bank to approve the payment. Skool will try again in a couple of days, so there’s still time to fix it.

If you have any questions or need help, feel free to send me a message ✌️

3. 𝐍𝐨 𝐏𝐨𝐬𝐭 𝐌𝐞𝐦𝐛𝐞𝐫𝐬

These members haven’t posted anything yet, and we want to get them involved. Here’s how we’re doing it:

• 𝐌𝐞𝐧𝐭𝐢𝐨𝐧 𝐢𝐧 𝐚 𝐏𝐨𝐬𝐭: First, we tag them in a post to give them a little nudge. This sends them an extra notification, encouraging them to join in. We’re testing this with small groups of eight to see if they respond. It’s a quick and easy way to get their attention.

• 𝐁𝐔𝐋𝐊 𝐃𝐌: While it’s best to reach out one-on-one, we also use a ‘BULK’ DM. This is an automated message from an admin account to multiple users at once, asking them to make an introduction post.

• 𝐈𝐧𝐜𝐞𝐧𝐭𝐢𝐯𝐢𝐳𝐞 𝐏𝐚𝐫𝐭𝐢𝐜𝐢𝐩𝐚𝐭𝐢𝐨𝐧: We’ve learned that people are more likely to take action if they get something they want. So, we invite these members to post about their biggest challenge right now. We even give them a template to make it easier. When they post, they get a personalized Loom video from me or someone else, helping them with that exact problem.

• 𝐑𝐞𝐰𝐚𝐫𝐝𝐢𝐧𝐠 𝐭𝐡𝐞 𝐅𝐢𝐫𝐬𝐭 𝐒𝐭𝐞𝐩: By rewarding that first post with personalized help, we make it easier for them to keep posting. Once they see how helpful the community can be, they’re more likely to keep coming back.

4. 𝐋𝐨𝐰 𝐄𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 𝐏𝐨𝐬𝐭 𝐌𝐞𝐦𝐛𝐞𝐫𝐬

We can identify members who might leave based on how much they engage and the likes on their posts. To help them get more involved, we invite these members to one of our fun classes where we teach them how to create awesome posts on Skool!

When they learn to make posts that grab attention, they’ll enjoy it more and want to stick around longer. We’re also developing a special module where members can learn everything about writing engaging posts. This module is designed just for them, so they can see why good posts matter and how to create them!

We’ll also cover this as a key topic in our Skool Activation calls—where we help members be active and encourage others to get involved by posting too. These calls are like onboarding sessions for new people and also offer ongoing support with hot seats and mastermind sessions. The deeper the connections members make, the more they’ll post and the longer they’ll want to stay.

𝐐𝐮𝐢𝐜𝐤 𝐑𝐞𝐜𝐚𝐩: 𝐇𝐨𝐰 𝐖𝐞’𝐫𝐞 𝐁𝐮𝐢𝐥𝐝𝐢𝐧𝐠 𝐚 𝐋𝐚𝐬𝐭𝐢𝐧𝐠 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐭𝐲

In this article, we’ve covered some powerful ways to keep our community engaged:

• 𝐔𝐬𝐢𝐧𝐠 𝐃𝐚𝐭𝐚: We talked about how looking at data helps us find members who might leave and take action to keep them around.

• 𝐓𝐚𝐫𝐠𝐞𝐭𝐞𝐝 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐞𝐬: We shared different approaches for members who cancel, have payment issues, or haven’t posted yet.

• 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐞𝐝 𝐎𝐟𝐟𝐞𝐫𝐬: We explained why it’s important to offer gifts and support that make members want to stay.

• 𝐁𝐨𝐨𝐬𝐭𝐢𝐧𝐠 𝐄𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭: We introduced ways to help less active members get more involved, like classes, special modules, and support calls.

• 𝐖𝐢𝐧𝐧𝐢𝐧𝐠 𝐁𝐚𝐜𝐤 𝐌𝐞𝐦𝐛𝐞𝐫𝐬: We outlined a simple plan to reach out to canceled members and give them a reason to come back.

𝐘𝐨𝐮𝐫 𝐀𝐜𝐭𝐢𝐨𝐧 𝐒𝐭𝐞𝐩𝐬:

1. Get to know your customers—why do they leave, and what makes them stay?

2. Create offers that make staying with you the best choice.

3. Share these offers in a way that really connects with your community.

𝐒𝐭𝐚𝐲 𝐋𝐢𝐦𝐢𝐭𝐥𝐞𝐬𝐬

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