What is member churn?
Member churn is when a paying member cancels their membership and stops coaching. Member churn is most often the result of members no longer finding value in their coaching. It can also happen if a member is asked to transition coaches in a way that doesn’t feel supportive (i.e. if their coach suddenly decides to leave or needs to reduce # of people they’re coaching). Member churn is detrimental to our business as you can imagine! Our goal is for members to stay in coaching for a minimum of a year. We feel that if we’re setting audacious, meaningful, and important goals with our members, and coaches are working hard to ensure that all of their members are deriving value out of each session, there’s no reason why a member should churn. There’s enough going on in work and life we need support with!
What happens if one of my members churn?
Regardless of the reason a member gives for leaving Mento, it is always a learning opportunity! Coaching is meant to be a long term commitment and as coaches, we strive to be able to consistently communicate and demonstrate our value to those we coach. If one of your member churns or transitions to another coach, we ask you to schedule a 1:1 with Tara for a blameless postmortem debrief so the two of you can deep dive what happened, what we can learn from it, and what we can do differently the next time. Don’t worry - you’re not in trouble! This is to support you and allow you for the opportunity to grow as a coach.
Okay, I’ve had multiple members churn…. Now what?
Okay, NOW you’re in trouble - just kidding! But let’s address it. As mentioned in Coach Expectations, every single member is really valuable to us, especially at our current stage. If you’ve had two members churn in close proximity or early on as a coach, we will likely “pause” matching you with new members until and Tara have had a chance to talk through any patterns, any growth areas, and next steps! This is as much about you leveling up as a coach as it is us helping you get there. We are here to support each other.