The retention playbook: see a lapse coming and act before it happens
Growth leaks through unrenewed memberships. This playbook turns renewals from a month-end scramble into an always-on system driven by real member activity.
Written for a multi-location fitness studio — an illustrative walkthrough of live Selfeey capabilities, not a customer story.
The typical challenge
Renewals get noticed after they lapse. Trial members who no-show are rarely recovered. Multiple locations mean multiple spreadsheets and no shared member picture.
How it runs on Selfeey
Selfeey lists the members who have stopped visiting or owe dues, so fading members are flagged while there is still time to act. Renewal reminders fire on schedule with payment links, win-back journeys start automatically for at-risk members, and the front desk sees every member's visits, payments and conversations on one record across locations.
What powers this playbook
- Members-at-risk list from attendance & dues
- Renewal reminders with payment links
- Win-back journeys
- Memberships, schedules & POS on one record
- Multi-location member view