Client follow-up, retention, and contact reports

Use people and retention reports to find clients who may need outreach, review duplicate accounts, understand referral sources, and prepare limited contact lists. Verify the report population and communication permission before contacting anyone.

#Before you begin

Define the purpose of the list and the minimum contact fields required.
Choose a known fictional family that should be included and another that should be excluded.
Confirm the studio's consent, do-not-contact, age, and communication policies.
Review the selected date basis and member status.
Keep downloaded contact data in an approved location and delete temporary copies when the task is complete.

#Choose the report

Question	Report to start with	Important input
Which clients may need re-engagement?	Clients at Risk	Category, location, purchase behavior, and the report's date of purchase
How many clients returned for another purchase?	Retention	The report's first-versus-second Sales Item purchase definition
Are there likely duplicate family accounts?	Duplicate Accounts	Guardian-name matches and active/archive state
Where do clients live?	Clients by Town	Town, ZIP, address quality, and member group
How did families hear about the studio?	How did you hear	Stored referral source and optional schedule/purchase counts
Who has a birthday in a period?	Birthday Report	Member group and date range
Which active family records need a spreadsheet?	Families To Excel	Season/class scope and optional extended parent contacts
Who should receive postal labels?	Mailing Labels	Class, category, status, name, and current address
Which memberships are active or changing?	Membership	Member/category/location and membership status

Reports such as Cancellations, Upcoming Classes, and Staff Stats can also support follow-up, but their primary purpose and date basis are different.

#Build a Clients at Risk list

Open Reports > Clients at Risk.
Set Date of Purchase and any category or location filters.
Apply the filters.
Review the client, last visit, upcoming class, email, and phone fields shown by the report.
Open a sample account before treating it as inactive or at risk.
Check recent purchases, future classes, messages, contact preferences, and account status.
Export or use a communication helper only after the inclusion rule is understood.

A client appearing in the report is a lead for human review, not a definitive statement that the person has left the studio or should receive a message.

#Review retention

Open Reports > Retention.
Set the applicable date and Sales Item filters.
Run the report.
Confirm how the report identifies a first and second purchase.
Open one returning client's purchase history.
Compare purchase dates, statuses, Sales Items, refunds, and cancellations.
Label any shared metric with the report's exact population and period.

Do not present the result as class attendance retention unless the report actually measures attendance. Purchase retention, enrollment retention, and attendance retention are different metrics.

#Review possible duplicates

Open Reports > Duplicate Accounts.
Review the matched guardian names and active/archive badges.
Open both accounts.
Compare guardians, students, contact information, balances, purchases, waivers, and messages.
Follow the approved merge or cleanup process only after confirming they represent the same household.

Never archive or merge an account based only on a matching name. Different families can share names, and one household can legitimately have separate historical or organizational records.

#Prepare a contact or mailing list

Choose Families To Excel, Clients by Town, Birthday Report, or Mailing Labels according to the purpose.
Select the narrowest member group, class, season, category, status, or date range that meets the request.
Preview the population and open a sample account.
Check missing or obviously stale addresses, email addresses, or phone numbers.
Generate the spreadsheet, PDF, or labels.
Review the file before importing it into another system or sharing it.
Store or delete the export according to the studio's data policy.

An export can contain more contact fields than are visible in the on-screen table. Review its columns before distributing it.

#Confirm the result

For each follow-up list, record:

the business question and report name;
date, member group, category, class, season, location, and status filters;
one expected-included and one expected-excluded account;
contact-permission review performed;
number of rows exported or selected; and
who received the final list.

If a communication will be sent, review the final recipient count in the messaging workflow as a separate safety check.

#Troubleshooting

#A clearly active client appears at risk

Open the account and compare the report's purchase date/definition with future classes, recent purchases, and attendance. The report may not use the activity you expected.

#A client is missing from a contact export

Check active/archive state, member group, season/class filters, missing contact fields, and whether the report exports guardians, students, or families. Avoid changing the account simply to force inclusion.

#Duplicate Accounts shows unrelated people

Treat the report as a screening list. Compare full household and student information, not only names, and leave unrelated accounts separate.

#Retention differs from another dashboard metric

Compare period, population, first/second-purchase rules, purchase statuses, and whether the other metric is based on enrollment or attendance. Keep the metric definition beside the value.

#Bulk contact controls are unavailable

The signed-in role may lack messaging access, or the studio's email/SMS services may be unavailable. Export only if permitted; do not work around a communication restriction by using personal tools.