Field notes
Field notes
These notes come from diagnostics and clinic days. They are not product announcements. Read them if you are about to change a reminder, a trial length, or a price, and you want language that still belongs to membership work.
How many leavers you actually need to hear
Six honest calls often beat forty unanswered emails. The diagnostic should say when the sample is too thin to carry a claim.
A reminder that arrives after the class has started
Timing of reminders against the actual session clock is a small, mean fact. We keep finding it in fitness packs.
Asking “was it the price?” too early
Price is an easy last sentence. Exit calls that start there rarely hear about the missing tutor or the class that moved.
What a Hari Raya pause does to a renewal cohort
Festival weeks scramble reminder calendars. A Penang grocery pass taught us to mark public holidays before blaming the welcome sequence.
The quiet week after a trial is not a mystery
Most leavers in trial memberships stop opening the door before they stop paying. The billing file lags behind the habit.