Boutique Pilates Group · 3 Studios · Pacific NW

Member retention queue.

Silent drift, declined cards, forgotten birthdays, all in one approvable morning queue. The front desk sends only what the front desk wants sent.

→ $347k/yr retained · churn −11 pts · 4.5 hr/wk on follow-up, down from 22

The problem

Retention work, done by memory.

Three studios, ~1,400 active members, one whiteboard. Silent members slipped away unnoticed for weeks. Declined cards got chased when someone remembered. Birthdays and anniversaries were either missed or mass-blasted with a template that read like it came from a marketing tool.

The studio wanted retention work done. Just not the kind that sounded like it.

What we built

A queue on top of what they already had.

Sits on top of Mindbody, Stripe, and Twilio. No new front-desk software. Every morning it surfaces the members who need a touch and exactly why.

The GM approves, edits, or skips each one. Nothing sends without them. Human-in-the-loop by design. That's the part they couldn't give up.

What the queue watches for

Five flavors of flag, one decision surface.

Payment issues

Declined cards, expiring cards, failed package renewals, surfaced before the member notices.

Missing in action

Members whose visit cadence has broken against their own baseline. Not a blanket '21-day silent' rule — a Saturday-only member missing three Saturdays is the signal, not three weeks of weekdays.

Occasions upcoming

Birthdays, tenure anniversaries, the 100th class, prompted with a human-drafted template, not marketing-ese.

Intro-offer window

Scored for likelihood to convert, with a different nudge for on-track, at-risk, and no-show members.

Leads for privates

Pattern-matched (plateau, post-injury, technique-seeker, long-tenure). Not a blast.

Live demo

The morning queue. Click a card.

Try it · this is live

Switch categories across the top. Filter by studio. Click any member card to see why the queue flagged them and the drafted message, then approve, skip, or edit. Some drafts are from the system, some from the front desk, some from the instructor. Member last names are redacted.

Data sources

MindbodyStripeTwilioPostmark

Morning queue·Thu Apr 16, 7:08a

synced 3 min ago

Studio

5 in view

Missing in action

members whose own cadence has broken against their own baseline

K·

Rasmussen, K.

m-01842 · Ballard

critical

Why flagged

silent 31 days, was weekly

·Baseline 1.1 classes a week for 38 months straight. Zero bookings in 31 days.
·Not a payment issue, not a travel note. She just stopped.

SMS·drafted by Maya (desk)

hi K, maya at the desk. your mon 6:15 spot is still there whenever you're ready. want me to hold it for next week?

Drafted by Maya · 127 chars · sends as "Maya / Studio Ballard"

Member names and contact details are redacted. The workflow shown (categories, queue behavior, approve/edit/skip) matches the production tool in use at the studios.

Event-driven, not batch

Webhooks from Mindbody and Stripe trigger re-evaluation. The queue is current as of the last booking or charge, not last night.

Human-in-the-loop

Nothing auto-sends. Every message is reviewed by the GM or owner. Templates are editable. A skip re-surfaces in 48 hours if the trigger still holds.

Lives inside their tools

Mindbody for bookings, Stripe for cards, Twilio for SMS, Postmark for email. No new software on the front desk. No new passwords.

Results · six months after go-live

Measured against the twelve months prior.

No change in pricing, no change in staffing, no new software for the front desk. The system sits on top of the tools the studio already had.

−11pts

Annual churn vs. prior year

74%

Declined-card recovery in 14 days (was 38%)

$347k/yr

Revenue retained, zero added CAC

4.5hr/wk

Front-desk follow-up time, down from 22

The whiteboard used to have thirty things on it by Friday: calls we meant to make, cards we meant to chase, people we meant to check on. The queue is empty by 9am most days. And nobody sends a message the desk doesn't want to send. That was the part we couldn't give up.

Owner & Head Instructor

Boutique Pilates Group · 3 Studios · Pacific Northwest

Have a version of this in your own business?

Book a free 30-minute call. We'll walk what you're doing now and show you what's fixable.

Book a call See all case studies