examples/acme-fitness/checkins/2026-Q3/2026-W36.md

---
cycle: 2026-Q3
week: 2026-W36
attendees: [maya, jordan, priya]
---

*Last check-in: 2026-W33 (Aug 13). W34 and W35 were skipped — the coach raised it at session
start, ran the two-minute catch-up, and this file spans all three weeks.*

## Wins
- maya — Ridgeline Strength converted from trial to an annual plan: studio #33.
- jordan — every double-charged member refunded within 24 hours of the W34 incident; zero
  studios churned over it.
- priya — no-show rate hit 12.9% last week, the first reading under 13% since the baseline.

## KR confidence
| KR | DRI | Prev | Now | Δ | Evidence/note |
|----|-----|------|-----|---|---------------|
| KR1.1 | maya | 0.6 | 0.6 | → | fourth straight 0.6 — evidence rule invoked; see note below |
| KR1.2 | priya | 0.4 | 0.35 | ↓ | second consecutive check-in under 0.5 — decision forced; dropped (Judgment calls) |
| KR1.3 | priya | 0.6 | 0.7 | ↑ | reminder nudges shipped W35; 12.9% last week against the 14.2% baseline |
| KR2.1 | jordan | 0.9 | 1.0 | ↑ | GA'd 2026-08-14, a day inside the deadline; holds 1.0 until the retro scores it |
| KR2.2 | maya | 0.55 | 0.6 | ↑ | 9 of 31 active studios (29%) have taken a class-pack payment; target is 40% |

Coach note: KR1.1 has read 0.6 at four straight check-ins — flat confidence is either
precision or autopilot, so the evidence rule fired. maya's line: "3 of 9 July trials
converted (33% against the 35% target), two August trials at pricing." Evidence supports the
number; 0.6 stands.

## What moved
Covers 2026-08-14 → 2026-09-03 (three weeks; W34 and W35 were skipped):
- PR #58 — class-pack payments GA to all studios, 2026-08-14 (KR: 2.1)
- PR #61 — idempotency keys on Stripe webhooks + refund script for 41 double-charged members
  (KR: emergency — post-hoc review below)
- PR #63 — onboarding email copy fixes (maintenance, auto-classified)
- PR #64 — no-show reminder nudges: 24h email + 2h SMS (KR: 1.3)
- PR #66 — class-pack gifting, from the W29 promoted item (KR: 2.2)
- maya — Ridgeline Strength converted to annual; two August trials at pricing (KR: 1.1)
- jordan — incident postmortem written and shared with the six affected studios (emergency
  follow-through)
- priya — class-pack refund help-center article shipped; apology emails to all 41 affected
  members went out 2026-08-19 (KR: 2.2)

## What's blocked
- Twilio A2P registration (filed 2026-08-25) still pending — US studios get email-only
  nudges until it clears, which drags on KR1.3. jordan is watching it; no action available
  on our side.

## Health metrics
| Metric | Red line | Now | OK? |
|--------|----------|-----|-----|
| Support ticket volume | >25/wk | 23/wk | ⚠ close |
| Checkout error rate | >1.5% | 0.6% (5 of 830 attempts) | ✓ |
| Member notification unsubscribe rate | >2%/wk | 1.1% | ✓ |

Tickets are two off the red line — the class-pack launch bump (billing questions, refund
how-tos). Not a breach, but if it crosses 25 the coach proposes pausing the KR2.2 push until
it recovers. jordan's and priya's focus items aim squarely at it. Unsubscribes doubled since
the SMS nudges went live (0.5 → 1.1) — watched, still comfortably under the line.

## Drift check
- PR #65 (studio logo uploads) — substantive, shipped with no `KR:` line. Raised with priya
  in-session first: it was polish for the gifting page. Retagged `KR: 2.2` in the PR
  description; no judgment call needed.
- Maintenance share since W33: 1 of 6 PRs (17%) — under the 30% prompt line.
- Emergencies this cycle: 1 — under the recurrence flag (>2/cycle).

## Judgment calls
- 2026-09-03 — priya — KR1.2 dropped. Confidence under 0.5 at two consecutive check-ins
  (W33: 0.4, W36: 0.35) forced a named decision — re-scope / re-staff / kill /
  accept-the-miss. Call: kill. The onboarding rebuild lost its capacity to the payments GA
  and the W34 emergency, and the call playbook holds the median near 6 days without product
  work. Rebuild rolls to Q4 planning as a candidate; id stays frozen — PR #67
  (../../okrs/2026-Q3.md)
- 2026-09-03 — jordan — emergency post-hoc for PR #61. Was it an emergency? Yes: 41 members
  double-charged real money on 2026-08-17. What did it protect? Member trust and the
  payments launch — refunds out inside 24 hours, zero churn. Root cause: Stripe webhook
  retries without idempotency keys; the fix is permanent, not a patch. First emergency this
  cycle — PR #61

## Parking lot triage
- [2026-08-02] AI workout-plan generator — **archive** — fun, serves no current KR; re-park
  it if a studio asks twice.
- [2026-08-19] Dark mode for member app — **archive** — zero studio requests in ten weeks.
- [2026-08-27] Zapier integration — **archive** — one request ever; revisit at Q4 planning
  if it recurs.
- [2026-09-01] Demo-data generator for prospect walkthroughs — **side-quest** — box: 4h
  (maya — within budget; makes every KR1.1 demo cheaper).

## Focus for next week
- **maya** — pricing calls with the two August trials (KR1.1); call the eight studios still
  selling packs off-platform (KR2.2)
- **jordan** — kill the top three ticket drivers from the launch bump (KR2.2 + the
  support-ticket health metric)
- **priya** — self-serve refund flow spec with jordan (KR2.2 + health); studio-facing
  no-show report (KR1.3)

*Check-in ran 09:31–09:40 — nine minutes, including the catch-up. The coach pre-drafted
everything above except the confidence calls, the KR1.2 decision, and the triage.*