Retention work is most useful when a yoga studio can see what changed, decide whether it matters, and give one person a clear next action. That starts with observed member activity—not a prediction or an invented revenue result.
A boutique studio often already runs bookings and core member administration in Mindbody. Mako is positioned as the CRM and retention layer alongside that system: keep Mindbody, review observed activity in Mako, and give the team the next action.
The exact data available depends on the studio's connected sources and setup. Confirm that a field is present and current before using it in a member conversation.
Compare the latest recorded visit with the member's own recent history. A longer gap is a reason to review the record, not proof that the member will leave.
Look for a visible change in recorded attendance, such as moving from a regular weekly pattern to no recent visits. Avoid turning that change into a probability or hidden intent.
Check the current membership and billing record before outreach. A failed payment, pause, or expiration is a specific operational fact and may require a different next action from an attendance change.
Review prior conversations, preferences, injuries the member chose to disclose, and tasks already assigned. This helps the team avoid duplicate or poorly timed messages.
A simple queue can use descriptive states:
These labels describe the workflow. They are not cancellation forecasts, risk probabilities, or diagnoses.
For example: review members with no recorded visit in a stated number of days relative to their prior cadence. Write down the data source, lookback period, exclusions, and refresh time.
Check whether the gap is already explained by a planned pause, travel, injury note, membership end, schedule change, or recent conversation.
Assign an owner and due date. The action might be no outreach, an internal check, a personal message, or a call—depending on consent, context, and studio policy.
Hi [Name] — we haven't seen you in class recently and wanted to check in. No pressure to book; if your schedule or needs have changed, reply and we'll help you find the best next step.
Use this only when the studio has the appropriate permission and the message reflects what the team actually knows.
Log the action, date, owner, response, and observed outcome. Do not turn a reply or booking into a financial result unless a payment later settles and the reporting rule explicitly counts it.
Members who met the written review rule during the stated period after exclusions were applied.
Eligible members who received the defined outreach through an approved channel. Report this count separately from the full eligible cohort.
Contacted eligible members with a recorded visit within the preselected follow-up window.
Formula: contacted eligible members with a recorded return ÷ all contacted eligible members.
Also report the number not contacted, missing-data records, the follow-up window, and any comparison cohort. A return after outreach is an observed sequence; it does not by itself prove the outreach caused the return.
If the studio reports payments associated with the cohort, count only realized, settled payments during the stated window. Keep historical membership value, future lifetime value, and projected exposure out of that total. Those figures may provide context, but they are not cash collected and should not be labeled as a result of the workflow.
Mindbody can remain the operating system for the studio's established workflows. Mako adds retention visibility and CRM tasking where supported by the studio's data setup. Before rollout, verify the source fields, refresh cadence, member matching, staff permissions, and what information writes back—if anything.
No. Mako surfaces observed signals for staff review. The team decides what those signals mean and whether to act.
No. It means a person should review the context. The correct next action may be to wait, update a note, or communicate personally.
Yes. Mako is positioned as a retention-first CRM layer alongside Mindbody. The supported connection and available fields depend on the studio's setup.
Open the guided Mako demo to see observed signals, CRM context, and staff next actions. A valid work email is required. No credit card or sales call is required.
