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retention

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Use this skill to keep the customers the founder already has: 'customers are leaving,' 'reduce churn,' 'onboarding,' 'welcome emails,' 'people sign up but don't use it,' 'collect feedback,' 'feature requests,' 'customer support,' 'help docs,' or 'someone cancelled.' Gets new customers to their first result, sets up a weekly check-in, simple support, a feedback loop, and an honest cancellation flow, all by hand first. Not for finding new customers (use first-customers).

skills/retention/SKILL.md

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262
Repository last updated
Oct 16, 2026
License
MIT

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# Retention

Before 100 customers, keeping customers is personal work, not automation. Talk to every customer, fix what they hit, and tell them when you did.

## Step 1: Get every new customer to the first result

1. **Define the first result:** the first action where the customer gets what they paid for. Examples: the first invoice sent, the first report seen with their own data.
2. **Before about 20 customers,** onboard each one yourself: a short call, or a written walkthrough sent the day they pay. Watch where they get stuck.
3. **After that,** add a short welcome email series that stops as soon as the customer reaches the first result:
   - right away: one action to take, and nothing else
   - day 1 and day 3, if not done yet: how to get there in 2 minutes
   - day 7: a personal note from the founder: "Reply to this. I read every one."
4. In the product, an empty screen shows the next step (see **beautify**).
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