The Smart Retention Tool helps you spot members who may be drifting away before they cancel. When a member has not visited for a while, ClubRight flags them so your team can reach out, welcome them back, and turn a quiet patch into a returning regular. Catching an at-risk member early is one of the simplest ways to protect your membership numbers.
⚠️ Note: The Smart Retention Tool is available depending on your ClubRight subscription. If you cannot see these settings in your account and would like access, click the orange chat button to talk to our Customer Success team.
Why use the Smart Retention Tool?
Spot at-risk members early: see who has stopped visiting before they decide to cancel.
Act in the moment: when a flagged member is in the club, a retention alert shows on their card on your dashboard, so staff can have a friendly word while they are in front of you.
Re-engage personally: a quick, genuine check-in shows members you have noticed and that you care.
Protect your numbers: keeping existing members is far easier and cheaper than replacing them.
Setting up your retention alerts
Every club is different, so you set your own rules for when a member counts as at risk or inactive. To find them, go to Settings, then under Your Club open Club Access. Two sections control your retention alerts.
Spot members at risk of leaving
This is your Red Alert rule. ClubRight highlights members who have not visited much lately, based on the threshold you set:
In the Spot members at risk of leaving section, set the Fewer than [ ] visits figure.
Set the In the last [ ] months period the visits are measured over.
Save your changes.
For example, fewer than 5 visits in the last 1 month would flag any member who has been in fewer than five times over the past month.
Spot inactive members
This rule flags members who have stopped checking in altogether:
In the Spot inactive members section, set the Consider inactive after [ ] days figure.
Save your changes.
💡 Tip: For busy facilities, 14 to 30 days works well for the inactive window. For venues with less frequent visits, try 60 to 180 days so you are not flagging members who simply train less often.
Where flagged members appear
Once your rules are set, any member who meets them is flagged automatically. Flagged members surface in a few places:
On their card when they are in the club: in the In the club right now panel on your dashboard, an at-risk member's card shows a Retention Alert flag. This is the moment to greet them personally while they are in front of you.
On your dashboard summary tiles: the At risk and Sleeping tiles show your totals at a glance, so you can keep an eye on the bigger picture.
In the Members dashboard reports: the Red Alert, Sleeping Members, and related retention reports let you see and message at-risk members in bulk. See the related article below for the full set of retention reports.
💡 Tip: A flag is an opportunity, not a problem. When an at-risk member next comes in, a quick personal hello is often all it takes to get them back into a routine.
Have more questions about retention?
If you would like help setting your thresholds or building a re-engagement plan, click the orange chat button to talk to our team.
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