Health signals and churn risks
Read health with the customer, from their own screens, on calls. Whether the team has an internal view of usage is not confirmed; never tell customers we monitor their account.
| Signal | Green | Amber | Red |
|---|---|---|---|
| Seats posting weekly | Most, most weeks | Half or fewer | One person or nobody for two weeks |
| What they use | Holly, voices, news, approvals | Mostly scheduling | Scheduler or bulk import only |
| Approvals queue | Cleared in a day or two | Drafts waiting a week | Unapproved for weeks |
| Voice feedback | Small edits | "A bit generic" | "Doesn't sound like me" from several |
| Champion | Engaged, attends calls | Skips calls | Gone quiet, left, or no reply by day 21 |
| Payment | Paid | Failed once, fixed | Failed and not fixed |
Two patterns to watch hardest. Scheduler-only use: posts written elsewhere and only scheduled, so the habit still depends on finding time to write. Say: "Next week, ask Holly for them instead and edit what comes back. If it's worse than yours, tell me and we'll fix the voice." One person running colleagues' profiles: the account goes dark when they leave. Set each profile owner to approve their own: "The posts go out under their name. Two minutes a week approving their own is what makes this last."
Other risks: a champion leaving (ask who takes over, re-onboard them); bugs piling up (acknowledge, route, report back); compliance nerves after a flagged post (show the rules check, offer Observe); "we're too busy" (shrink to one Holly post a week); a missing feature (log it, no date).
Say (Watch alert figures look wrong)"Thanks, that's exactly what we want to hear. It's a known issue and it's logged; please forward the email to support. I can't give you a date for a fix, so for now treat the trend and risk level as the guide rather than the multiplier." Internally: known issue, owner being confirmed (D12); no fix date.
Leavers and joiners. One licence per person. Admins invite by email or join link and change roles; ownership can be handed over; each person can delete their own account from Settings. Before a leaver's last day, check the calendar with the admin; hand over ownership first if they own the workspace. A joiner is a new first-wave seat. PENDING (ask John Cooper, never guess): licence moves from leaver to joiner, the leaver's drafts, voice and connection, mid-month billing. Say: "Let me check exactly how that works for your account and come back to you."
A failed payment. About a third of all churn and the cheapest to fix (do not quote). The onboarding owner contacts the customer the day it is flagged; John Cooper owns billing.
Say"Your last payment didn't go through. It's usually an expired or replaced card. Could you update your card? If you're not sure where, reply and I'll pass it to the right person today, and they'll come back to you."
On their rate: "There's a short window to put a missed payment right; I'll get you the exact length rather than guess." Never quote a cure window (PENDING with Karl Foster, D18). A second failure is red.