Win back Mindbody members before they quietly cancel

Every Monday at 8am, find the members who are quietly slipping away from my studio and win them back before they cancel.

Start by pulling my client list from Mindbody with Get Clients, paging through all results. Then use Get Active Clients Memberships to work out which of those clients currently hold an active paid membership. Only those members are in scope. Someone whose membership has already lapsed, or who only ever bought drop-in classes, is a colder and different audience, so leave them out. Batch the membership lookup across multiple client IDs rather than calling it once per client, and stay inside Mindbody's rate limits.

For each member in scope, pull their attendance with Get Client Visits, looking back about 90 days so there is enough history to see a pattern. From that history work out two things: the date of their most recent attended visit, and the class type and instructor they attended most often.

Flag any member whose last visit was between 14 and 28 days ago. Anything under 14 days is usually just a busy week and is not worth chasing. Track separately any member whose last visit was more than 28 days ago: response rates to email fall off sharply past that point, so do not email them, collect them for a phone call instead.

Before contacting anyone, check their contact history with Get Contact Logs and skip any member who already has win-back outreach logged in the last 30 days. The same member must never be chased twice.

For each remaining flagged member, write a short, warm, personal email of roughly 80 to 120 words and send it with the Gmail Send a Message operation. The email must reference the specific class type and instructor that member used to attend most often, because personalization off their own attendance history is what separates a 12 to 18 percent recovery rate from the 3 to 5 percent a generic 'we miss you' blast gets. Keep it human: acknowledge that it has been a couple of weeks, name what they used to come to, and invite them back to something specific. No discounting or hard sell unless I ask for it. One email per member.

Straight after sending each email, record the outreach on that member's Mindbody record with Add Contact Log, noting that it was an automated win-back email and the date it went out. This is what lets front desk staff see the touch before they speak to the member, and it is also what the next run's 30-day suppression check reads.

Also measure whether earlier outreach worked. Find members carrying a win-back contact log from a previous run, and use Get Client Visits to check whether they have attended a class since that log was written. Count those as recovered.

Finish by posting a summary to my studio channel with the Slack Bot Send a Message operation. List who was emailed this week, with each person's last visit date and the class they were reminded of; who is now past 28 days and needs a phone call instead, so a staff member can pick them up; and how many previously flagged members came back this week. Keep it scannable. If nobody was flagged, say so plainly rather than posting an empty report.

Note on access: Mindbody reads that return client-specific data, and all writes such as adding a contact log, require a staff user token in addition to the API key and Site ID.