Use Mindbody's "Clients at Risk" Report to Reduce Churn

What This Does

Mindbody's "Clients at Risk" feature uses machine learning to automatically score each member's likelihood of canceling — based on their visit frequency, engagement history, and booking patterns. Instead of guessing which members to reach out to, you get a ranked list of who needs attention right now.

Before You Start

• You have a Mindbody business account (this feature is included in most plans)
• You're logged in as Owner or Manager (not a staff role)
• You have a short win-back email or text drafted and ready to send (see the Level 1 win-back email prompt guide)
• Time needed: 15 minutes to run report + follow up actions
• Cost: Included in Mindbody subscription ($129–300+/month depending on plan)

Steps

1. Navigate to the Clients at Risk report

Log into your Mindbody account → click "Insights" or "Reports" in the left sidebar → look for "Retention" or "Client Insights" → select "Clients at Risk."

What you should see: A list of members ranked by their risk score, with the highest-risk members at the top. Troubleshooting: If you don't see this report, check that you're logged in with Owner-level permissions. Some lower-tier Mindbody plans may require an upgrade to access this feature.

2. Filter by risk level

Use the filter options to focus on "High Risk" members first. You'll typically see risk categories like High, Medium, and Low. Start with High — these members are closest to canceling.

What you should see: A shorter, more manageable list of 10–30 members who need immediate outreach.

3. Export the high-risk list

Click "Export" or "Download" to get a CSV file of high-risk members with their names, email addresses, and last visit dates.

What you should see: A downloaded file with member contact information you can use for outreach.

4. Send your win-back message

Option A (quick): Use Mindbody's built-in email tool — select the high-risk members → click "Send message" → paste in your pre-written win-back email template.

Option B (more personalized): Import the list into Mailchimp and send a segmented campaign with your win-back sequence.

The key: Use the win-back email you generated with ChatGPT (see Level 1 guide). Don't write a new one each time — that's the whole point of having a template.

5. Schedule this as a recurring task

Put a recurring 15-minute block on your calendar every Monday morning: "Run Clients at Risk report + send outreach." Do it consistently for 90 days and watch your attrition numbers.

Real Example

Scenario: It's Monday morning. You know your retention has been slipping — you had 14 cancellations last month, up from 9.

What you do:

1. Pull up Clients at Risk report → filter High Risk → export 22 members
2. Open Mailchimp → create segment from the export
3. Paste win-back email: "Hey [Name], we noticed you haven't been in recently. Life gets busy — we get it. We'd love to help you get back on track. Come in this week for a free session with one of our trainers, on us."
4. Send campaign to the 22 members

What you get: Typically 10–20% of high-risk members respond positively to a well-timed reach out. That's 2–4 members you kept that would otherwise have cancelled — at $40/month each, that's $80–$160/month retained for 15 minutes of work.

Tips

• Check the report weekly, not monthly — members who show up in "High Risk" on Monday may be gone by Friday if you wait too long.
• Combine with the "Big Spenders" or "High Value" filter to prioritize your most valuable members first when capacity is limited.
• Track your outreach in a simple Google Sheet: date contacted, member name, response. After 90 days, you'll know your actual recovery rate.

Tool interfaces change — if the Clients at Risk report has moved, look for it under Insights → Retention or check Mindbody's help center for the current navigation path.