Catch churn at day 30 instead of day 90
Track churn reason codes, catch cancellations at day 30 instead of day 90, and run save conversations without default discounting.
What it does
- Turns churn into a number you can see monthly, then compares implied tenure against the tenure you promise in sales, which is usually where the real problem is.
- Gives you eight reason codes so a year of cancellations becomes a pattern you can act on, rather than a folder of polite emails.
- Offers four save options in order, cheapest concession first, with the rule that every concession is a trade rather than a gift.
- Ships day 30, 60 and 90 checkpoints with red flags and one required action each, plus a 48 hour cancellation checklist ending in a handover the client would recommend.
Resource Teaser Preview
clients lost in a month = active clients at the start of the month x monthly churn rate
monthly churn rate = clients lost in a month / active clients at the start of the month
implied tenure in months = 1 / monthly churn rateTo unlock the full kit, complete prompt set, and automated workflow, request access below.
What you need
- Your client list, with what each one is paying and roughly when they signed.
- The monthly churn rate your own history actually shows, not the one you assume.
- Sixty minutes to read the save conversation and cancellation script properly, before you need them.
Setup
- Open churn-tracking-sheet.md and fill the monthly history table with three months of starts, new clients and losses so the churn rate calculates itself.
- Enter every client in the register with status, and mark at risk anything that matches the six signs listed there.
- Compare implied tenure against the tenure you promise in sales, and write down the gap in months.
- Start 90-day-retention-review.md with your newest client, booking day 30, 60 and 90 in the calendar at the point of sale.
- Read save-conversation.md now so it is familiar, then use cancellation-script.md and its 48 hour checklist the next time a client decides to leave.
On a real store
A fictional three person studio finds its implied tenure is seven months while its proposals promise twelve, works out that most of its cancellations are NO OWNER rather than PRICE, and starts booking the day 30 review at the point of sale. Invented studio, no client names and no revenue result claimed.
Frequently Asked Questions
What churn rate is acceptable for an agency?
We do not have a reliable number to quote you and we are not going to make one up. Fill in your own monthly churn rate, calculate the implied tenure, and compare it against what you promise in sales. That gap is the figure worth acting on.
Should I offer a discount to keep a client?
Only as the last of four options, and only as a trade for something smaller in scope, a shorter term, or a different shape of work. An improvised discount in the moment of the cancellation becomes a permanent price, and it usually buys three months when the real problem was ownership.
Is a client who cancels worth keeping?
Sometimes, and the playbook says so in both scripts. A client leaving for a reason you cannot fix is an hour you are not spending on a client who was going to stay. The cancellation script exists to win the reason, the handover and the referral, not to win the account.
Want this done for you instead?
We run the whole audit for you: a scored read of your store, what's costing you sales this week, and what to fix first. $500, most stores get it back in the first fix.
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