Understanding At-Risk Clients and Retention in Orlo

Retention means helping your members stick with their training, build healthy habits, and keep coming back.

At-risk clients are members who may be losing motivation, struggling with progress, or showing early signs that they might leave. Catching these signals early is the key to keeping your community strong.

Orlo automatically tracks these risk signals—using both attendance and client feedback—so you can reach out to the right people at the right time and support them before they drift away.

How Does Orlo Detect At-Risk Clients?

Orlo uses a set of “risk tags” to flag clients who need extra attention. These tags show up as colored badges in your client list and profiles, each with a clear reason.

What Triggers a Risk Tag?

Clients are flagged as “at risk” if Orlo detects any of these warning signs:

• Inactive: No attendance for the past two weeks.
• Low attendance: Attending less than their weekly goal (set by the client or staff).
• Low satisfaction: Negative feedback in satisfaction surveys (ratings under 3/5).
• Low progress: Client says they’re not reaching their goals, reports a plateau, or asks for extra help.
• High late cancellation rate: Multiple late cancellations in the past two weeks (more than 3, and over 20% of total bookings).
• High no-show rate: Missed 3+ bookings in two weeks without cancelling (and over 15% of bookings).
• New client drop-off: New members who attended fewer than 4 times in their first month, and recently stopped coming.
• Cancelled renewal: Client has cancelled their upcoming membership renewal.
• Cancelled subscription: Their subscription ended in the last month.
• Pack finished: All class credits are used up.

How Risk Tags Work

• Risk tags are assigned automatically, based on attendance, booking patterns, and responses to the Motivation Map (progress and satisfaction).
• Only active clients are included—trainers and admins are not flagged, and clients who never attended are excluded.
• If a client’s situation improves (for example, they return to class or give positive feedback), Orlo removes the risk tag automatically.

How to Use Risk Tags

• See who needs attention: Risk tags are visible in the client list and on each profile, showing the reason (e.g., “Low Attendance”).
• Act early: Reach out to at-risk clients—send a friendly message, check in about their goals, or offer a special invite back.
  • For “Low Progress,” suggest a review session with a trainer.
  • For “Inactive,” invite them back to a favorite class or event.
  • For “Cancelled Renewal,” ask for feedback or offer a limited-time incentive.
• Monitor improvements: If a client re-engages, Orlo removes their risk tag automatically—so you always see up-to-date info.

Why Does This Matter?

Even a simple check-in can make a big difference. By catching early warning signs, Orlo helps you keep more members, grow your business, and build a loyal, happy community.

FAQ

• Can I customize risk detection?
  Yes—contact Orlo support to adjust how and when risk tags are triggered for your gym.
• How do I find all at-risk clients?
  Filter the client list by “At Risk” to quickly see everyone who needs attention.
• Can I remove a risk tag?
  Risk tags update automatically based on member activity, but you can always add notes to a profile for context.

Orlo’s risk detection helps you support every client, reduce churn, and grow your gym with confidence.

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