/22
Payment delays
Days-late on the last three invoices. The first sign a relationship is fraying — usually 8–12 weeks before the cancel email. Books knows the moment Stripe flips a charge to past-due.
Save Play · Engine 32
Customers don't ghost. They drift. Then they're gone.
The silent killer of landscape revenue isn't the angry cancel email. It's the customer who quietly stops booking the spring fert, who lets the auto-renew lapse without saying why, who replies to the foreman's text with one word instead of three. By the time the office notices, the relationship is already gone — and the next-door neighbor has a new sign in the yard.
Save Play watches every customer for the six churn signals that actually predict the cancel: payment delays, response-time decay, seasonal lapse, service-revenue trend, complaint frequency, and ToneRadar interaction collapse. When the score crosses threshold — usually sixty days before the customer would actually cancel — the platform fires a save play. Cadence sends a personalized check-in. The crew chief gets a calendar-blocked call queued. The relationship is rescued before it's broken.
Engine 32 · Save PlayEngine 33 · LTV Ledger+18% NRR shipped
Churn signals
Six signals. One confidence score.
Each signal is weighted, normalized to the customer's own historical baseline, and scored against the cohort. The combined output is a 0–100 churn-risk score. Anything above 72 fires the save play; anything above 88 escalates to the crew chief in the same hour.
/18
ToneRadar response decay
40-word reply collapses to 3-word reply collapses to silence. ToneRadar reads the meta and fires the early-warning the moment a regular conversation thread goes terse.
/16
Seasonal lapse
Mowing customer who's booked every spring for four years and went silent this March. Lapse detection fires against the customer's own historical pattern, not a generic calendar.
/16
Service revenue trend
Customer who used to spend $4,200/month is now spending $1,800. Books knows; Save Play surfaces it before the next renewal.
/14
Complaint frequency
Two service complaints in a quarter is a leading indicator of churn. Cadence captures every NPS dip; Quality Radar captures every rework. Both feed the radar.
/14
Response-time decay
Customer used to reply in 23 minutes; now replies in 3 days. The interaction-cadence drift is often the earliest signal — earlier than the payment delay.
The save play
Sixty days early. Four-touch rescue.
Once the score crosses threshold, the save play runs automatically — but every touch is personalized from Site Memory. The customer doesn't feel a save; they feel cared for. The crew chief stays in the loop the whole time and only gets pulled in if automation hasn't closed the gap by Day -14.
Day -60
Detection
Save Play fires on three or more signals crossing threshold. Confidence score generated. Customer flagged in the dispatcher dashboard with a save-play queue.
Day -45
First save touch
Cadence sends a personalized check-in — referencing the customer's actual service history (Site Memory feed) and a soft inquiry about how the spring season is going.
Day -30
Personalized concession
If the first touch lands flat, Cadence escalates: a service-line concession (free aeration with a renewal, a 15% credit toward winter cleanup, a one-visit upgrade) tailored to what this customer actually values.
Day -14
Crew chief outreach
If automation hasn't saved the relationship by Day -14, the crew chief who knows the property gets a calendar-blocked call to make. Human-to-human, with the full Site Memory context one tap away.
Keeping-customers dashboard
Keeping the customers you already have. The only metric that matters.
Tracked monthly, broken out by segment, by service line, by crew. The single dashboard the owner opens on Monday morning before the operations huddle. Everything else is a story about this number.
Net revenue retention · trailing 12 months
112.4%+6.8 vs last yr
3M6M12MALL
Mowing
118%
recurring backbone
Fert programs
114%
multi-step contracts
Hardscape
96%
project-based, lumpy
LTV Ledger · Engine 33
True LTV. Real cost. Real revenue.
Most landscape ops have never known what a customer is actually worth. The acquisition cost is fuzzy, the cost to serve gets averaged into a 30% margin assumption, and the lifetime is a guess. LTV Ledger fixes all three: revenue flows in from Books, cost-to-serve from Job Costing, acquisition from the marketing attribution feed.
- Per-customer LTV updated nightly · revenue minus real cost
- Cohort survival curves · Q2-2025 vs Q2-2026 vs Q2-2027
- Segment ROI · weekly mowing vs hardscape one-offs vs fert programs
- Payback period by acquisition source · Google Ads vs door-knock vs referral
- Plug into Books for the closing the loop on every dollar
Cohort LTV · 24-month payback
Weekly mowing
$4,8209 moFert program (5-step)
$3,64011 moAnnual maintenance contract
$8,21014 moHardscape one-off
$1,420ProjectSnow contract
$2,1801 seasonInsight: the annual maintenance contract has 1.7x the LTV of weekly mowing — but only if the cohort retains past month 14. Save Play makes that bet bankable.
Benchmarks
Three numbers. Where do you stand?
We've aggregated NRR data across hundreds of landscape shops in the GladiusTurf ecosystem and our sister products. Three benchmarks emerge — the median, the healthy line, and the top-shop ceiling. Save Play is the apparatus that moves you up the curve.
89%
Median landscape NRR
The shop down the street. Losing 11% of revenue every year before they even count new sales. That's the silent killer of small-shop economics.
105%
Healthy shop NRR
What good ops looks like — every cohort grows in revenue year-over-year through upsell and reactivation, even if a few customers churn. Save Play moves you here in two quarters.
118%
Top-shop NRR
The 90th-percentile crew. The customer base stacks 18% on retention alone — before a single new lead lands. This is the bar Save Play is built against.
We move shops up the curve. Median customers who install Save Play see +18 percentage points of NRR within two quarters — without a sales hire, without a discount reset, without a new ad budget.
Retention modules
Three modules. One number that matters.
Retention Radar
Watches every customer for the six churn signals: payment delays, ToneRadar response decay, seasonal lapse, declining service revenue, complaint frequency, and silent gaps. Predicts churn 60 days out with a confidence score before the customer's cancel email.
NRR Dashboard
Net Revenue Retention by segment, by service line, by crew. Cohort survival curves you can defend in a board meeting. The single dashboard the owner opens on Monday morning before the operations huddle.
LTV Ledger
Per-customer lifetime value computed from real revenue minus real cost (Job Costing feed). Payback period by acquisition source. Segment ROI: weekly mowing customers vs hardscape one-offs vs fert programs. The first time landscape ops have known what their customers are actually worth.
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