Falling Stars Feature

What Is Falling Stars?

Falling Stars is a powerful retention feature inside StudioHub, purpose-built to help Hapana studios identify and support members at risk of disengagement.

By tracking member attendance each week and assigning automated tags based on low attendance, it gives managers and coaches a real-time opportunity to re-engage these members before they suspend or cancel.

Why Falling Stars Matters

📉 There is a direct link between declining attendance and cancellation risk.

🔔 Falling Stars acts as your early warning system—helping you step in before it’s too late.

How It Works

Every Sunday night, StudioHub reviews each member’s attendance for the past week (Monday–Sunday).
It automatically applies a Falling Star tag to any active member who trained 2 sessions or less:
- Falling Star 2 = 2 sessions that week
- Falling Star 1 = 1 session
- Falling Star 0 = 0 sessions
On Sunday at midnight, attendance data resets to track the new week.

This feature helps you clearly see which members are at risk, without needing to manually dig through attendance reports.

How to Use It: Step-by-Step

✅ Step 1: Open the Falling Stars Report

In StudioHub, navigate to Contacts.
At the top of the page, click the Falling Stars tab.
You’ll now see a live list of active members tagged as Falling Stars based on last week’s attendance.

✅ Step 2: Understand the 7-Day Attendance Tracker

You’ll see a column labeled 7-Day Attendance.
This shows live attendance for the current week (Monday–Sunday).
It helps you track progress midweek and spot trends.
For example:
- A Falling Star 0 might already have trained 3 times this week → they’re back on track.
- A Falling Star 2 from last week who has 0 sessions by Thursday → they need follow-up.

✅ Step 3: Understanding the Falling Star Tags

In the Tags column, you’ll see each member is automatically assigned one of the following based on their attendance from the previous week:

Falling Star 0 → 0 sessions
Falling Star 1 → 1 session
Falling Star 2 → 2 sessions

These tags are applied every Sunday night, and they remain visible throughout the week—giving you an ongoing view of who was at risk last week.

🔁 Tags are refreshed weekly, and attendance resets to zero every Monday, so the tag reflects last week’s behavior, while the 7-Day Attendance tracks current week performance.

✅ Step 4: Filter Your View

You can filter by tag to narrow your focus by typing in Falling Star X in the contacts search bar:

Falling Star 0 → No sessions last week
Falling Star 1 → 1 session
Falling Star 2 → 2 sessions
Remove the text to clear filters to view all Falling Stars in one list.

✅ Step 5: Re-Engage At-Risk Members

You’ve got two ways to reach out:

🔹 Bulk Messaging

Select multiple members and send a bulk SMS or email directly from StudioHub.

🔹 Personalised Outreach

Click into an individual member’s profile.
Send a custom message via text or email.

💬 Best Practice Tip:

Avoid making the member feel called out. Don’t mention “you didn’t attend last week.”

Instead:

Check in on how they are going
Offer a goal-setting session
Invite them to do a body scan
Ask how you can help them refocus
Help them book their next session

🚨 Important Note on Suspensions

Falling Stars does not exclude suspended members.

So some members may show as 0 or 1 sessions when they were legitimately paused.

That’s why this process is best handled by someone who:

Knows the current member base
Is aware of recent suspensions or injuries
Is regularly present in the studio (e.g. Studio Manager or Head Coach)

Key Benefits for the Studio

💡 Clear visibility on members who are at risk

🔁 Enables timely check-ins and retention campaigns

📈 Increases member lifetime value and revenue stability

⏳ Saves hours of manual reporting and tracking

Suggested Weekly Rhythm

🗓 Every Monday:

Open the Falling Stars tab
Review the new list of at-risk members
Begin your outreach strategy

📆 Midweek Check-In (e.g. Thursday):

See who’s bounced back with solid attendance
Follow up with those still missing sessions

By embedding Falling Stars into your studio rhythm, your team can catch red flags early, create stronger member relationships, and ultimately reduce cancellations—turning potential drop-offs into long-term members.