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Rohany | The Churn Expert

@rohanyandco

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followers

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I help memberships get to 0% churn rate.
Follow me behind the scene where I help a real client get to 0% churn.
Work with me 👇

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Your membership is like a revolving door.

10 people come in this month.
10 people leave this month.

That’s no way to run a membership.

That’s why I’m working with my client, Night Owl Nation, to see if I could get it 0% churn rate.

I’m documenting the whole process so follow me on my journey! by @rohanyandco

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2 months ago

Not every membership runs the same way.

Every membership has its own way of doing things, which means the system behind it needs to support how you actually operate.

Just because there’s a tool out there that can do something doesn’t mean it’s the right fit for your membership.

For Night Owl Nation, we already had a customized system in Airtable, so we decided to build around what we already had.

Want to know how I set up Airtable to work with Skool?

DM me “CHURN” and I’ll answer your questions. by @rohanyandco

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20 days ago

Last week, I got a text from my gym.

“You owe $106.81.”

Huh? Where did this come from?

I joined 2 months ago, and it’s only $10 a month.

So I called.

The girl looked at my account and explained that there was a $65 annual fee, two missed monthly payments, and two $15 late fees.

I’m like…“WHAT?!”

Annual fee?! Late fees?!

Apparently, my card had expired.

So I asked to talk to the manager.

“Manager will be in at noon tomorrow.”

Now I’m really frustrated. So then the next day, I called again.

Another person answered, and I had to explain everything all over again.

He went through the same charges with me.

And seriously, I was ready to cancel.

I haven’t even stepped foot in this gym and I’m already dealing with a $106.81 bill?

So I asked:
“Can I talk to the manager?”

“Oh yeah, manager’s here. Hold on.”

About 15 minutes later, this man gets on the phone. And I swear, his voice was just so friendly.

“Hello?”

“Hi, I’m waiting for the manager.”

And he goes,
“Oh, that’s me.”

“I got this text saying I owe $106.81, and I wasn’t even aware my card had expired.”

He pulled up my account.

“Oh no. Let me do this for you.”

He said he’d remove both late fees.

Then he said,
“I’ll give you October for free.”

“But come to the gym, okay? We want to see you here.”

And somehow, I felt so much better.

He heard me.
He understood me.
He actually cared about my feelings.

And after that one conversation with him, going to the gym didn’t feel so scary anymore.

And that got me thinking about memberships.

Membership isn’t just about the product you’re getting.

It’s about the people.
Their feelings.
Their concerns.
Their worries.
Their frustration.

I help membership owners lower their churn.

And being on the other side of this made me realize just how quickly a member can go from “I’m staying” to “I’m done.” by @rohanyandco

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a month ago

Which type are you? Be honest.

1. Getting as much people into your membership every month?

2. Focus on the members success. It’s all about quality. by @rohanyandco

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2 days ago

Lots of self discovery this week! 🤗 by @rohanyandco

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10 days ago

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11 days ago

When you’re ready to figure out why your members are leaving and build systems that help you see what’s happening before it becomes a bigger problem…

DM me CHURN.

#NightOwl40Days by @rohanyandco

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13 days ago

I know you’re exhausted.

I know you’re tired.

I know you have to put on this happy, friendly face online, keep marketing, keep showing up, keep making sure people know about your program.

But behind the scenes, I know you’re struggling.

And I hate seeing you that way.

That’s why I work so hard on this.

I help my clients build systems to track their members, so they can actually see what’s happening and understand why their members are leaving.

Because at some point, you shouldn’t have to keep working harder just to replace the people who keep leaving.

You need to know why they’re leaving.

When you’re ready to find out why your members are leaving every month...

DM me the word CHURN. by @rohanyandco

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13 days ago

When I was five years old, my younger sister and I were outside sitting on one of those parking stops.

We were about to eat a snack, when a police car drove by.

The officer rolled down his window and said, “Kids, come here.”

My sister and I jumped up and ran around the corner and straight into our apartment.

I thought we broke the law by sitting there.

We slammed the door and locked it. Then we pressed our backs against the wall and didn’t move.

My heart was pumping hard.

I crept over to the curtain and peeked out.

I held my breath until the police car finally turned the corner and disappeared.

Mom walked out of the kitchen.

“What happened?”

“The police! The police called us.”

“And?”

“We ran home.”

She looked at me.

“That’s it? Why are you so scared?”

And I remember thinking, Yeah, I am scared. Shouldn’t I be scared? It’s the police. Why isn’t she worried?

I didn’t know it then, but I do now.

Before, I believed I was just the scared one.

Now I believe I learned to see myself that way because that’s how people around me saw me.

#NightOwl40Days by @rohanyandco

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14 days ago

Your popularity might get people in the door, but it didn’t get them to stay.

When you’re ready to figure out why your members are leaving, DM me CHURN. by @rohanyandco

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14 days ago

You know who your active members are.

But do you know who your INACTIVE members are?

And more importantly, are you paying attention to them?

Who stopped showing up to calls?

Who stopped posting or commenting?

Who used to participate regularly but has been silent lately?

Those members may be showing you where your churn risk is before they ever cancel.

When you’re ready to take a closer look at your membership...

DM me CHURN. by @rohanyandco

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15 days ago

Who is feeling this right now??

When you’re ready to figure out what’s causing your members to leave…

DM me CHURN. by @rohanyandco

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17 days ago