One letter. Every Sunday. Written by Kyron.
One pattern we saw this week across the three verticals, one thing we're testing inside the operation, and one idea you can use in your own work — whether you ever hire us or not.
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What a letter looks like.
The regulars aren't leaving because you're bad.
Ran the retention numbers for three small operators this week. Two of them thought they had a service problem. They didn't. They had a silence problem — the gap between a customer's last visit and the next reason to come back was too long, and something else filled it.
What we're testing: a weekly, one-line touchpoint tied to something the customer actually did last time. Not a promo. Not a newsletter. A specific breadcrumb back to the relationship. Early read: reactivation up, unsubscribes flat.
What you can use: before you spend a dollar on new customers this month, count how many days pass on average between your regulars' visits — and whether anything from you shows up in that gap. If the answer is nothing, that's the leak.
— Kyron