Checking in before they decide

Churn Risk tells you who is likely to leave. Most teams read the list and mean to write to them. This writes to them: one short, personal note from one person on the team to each customer on the list, every Monday, while there is still time to help.

What it does

• Reads the newest Churn Risk list: everyone likely to leave, and those worth watching.
• Skips anyone set to cancel or whose card is failing (Cancel Emails and Failed Payment Emails write to them), anyone the team wrote to in the last week, anyone a teammate decided not to write to, and anyone it wrote to in the last month.
• Picks one note per customer by why they were flagged: nothing connected gets an offer to set it up together in fifteen minutes; not used lately gets “did anything get in the way?”; light use gets one thing worth trying; everyone else gets “what were you hoping it would do?”.
• Holds one in four back, the same people every time, and writes them nothing. Eight weeks later you can compare who left in each group.
• Writes every note for you to read first. Once the sender turns on auto-send, it sends them itself each Monday.
• Marks each customer’s row on the team’s customer list.

The reveal

Thirty-five customers were likely to leave. On a Friday afternoon it wrote seventeen notes, held six back to compare, and skipped eight it should not write to. The sender read them, changed nothing, and sent all seventeen.

Configuration

• The list: Churn Risk, which this reads and never changes.
• Who sends the notes: one person on the team, from their own account, or from a shared address they can send as.
• The notes: four short ones, as the team wants them.
• Held back: one in four by default.
• Auto-send: off until the sender turns it on in chat.
• How often: when you ask, or every Monday after Churn Risk, if an available scheduler can run the work and you approve it.

What it doesn’t do

• It doesn’t send until you turn on auto-send.
• It doesn’t offer anything. No discount, no credit, no price.
• It doesn’t write to anyone set to cancel or with a failing card.
• It doesn’t write to the customers it held back.

Triggers

Runs when you ask (“check-in emails”, “who should we check in on”). A Monday rhythm needs a verified scheduler and your approval; otherwise it writes one set of notes now.