No.
137
Aug 31, 2026
Customers
5 min read
What a bakery taught me about churn
The bakery on my street knows when regulars stop coming. Most online businesses don’t, and it’s costing them.
The baker on my street noticed I hadn’t been in for two weeks and asked if I’d moved. I hadn’t. I’d just started buying bread at the supermarket.
I was back the next morning.
Notice when people leave
Online, customers leave quietly. A simple ‘haven’t seen you in a while’ email, written by a person, brings back more people than any discount we’ve tried.
— Lena
Reply to this email and tell me what you tried. I read every one.
Like this? Get one every Sunday.
One short letter every Sunday. Free, and you can leave whenever you like.
Keep reading
No.
142
The price you’re afraid to charge
Why the number that scares you is usually the right one, and a three-step way to raise it without losing anyone you want to keep.
No.
141
Hire slower than feels comfortable
The two hires I rushed, the one I didn’t, and the paid trial week that now does most of the interviewing for me.
No.
140
Your best customers are hiding in your inbox
I searched four years of email for the word “again”. Here’s what the people who come back have in common.
