I’ve answered 13k Skool support emails. Here are 5 lessons that I’ve learned.

Hey everyone!!! I don’t normally post, but after speaking to some of you in the Skool HQ I thought I’d share a couple of the things I’ve learned working on the support team for the past 1 year 😄

Here we go:

1. When members can’t reach you for help, their experience suffers—and they’re more likely to leave.

Solution: Make your support email easy to find. Add it to key places like your community’s About page, the welcome post, or the first page of any course. The easier it is for members to get help, the better their experience will be.

When members know where to ask for help, they’ll feel supported. They know you have their back even if they don’t contact you.

2. People get confused about what to do in your community without a clear community roadmap.

Solution: Engaged communities provide a clear roadmap. The purpose of the roadmap is to guide members from point A to point B with simple, actionable steps. Outline precisely what members need to do to achieve their goal. This shows you have a proven plan and can help them succeed.

People will join your community to achieve their goals. But they stay because of the valuable connections they make along the way.

Speaking of connections…

3. Members are less likely to churn when they feel a personal connection with you.

Community is like a party: If you don’t know anyone there, you will feel left out. And no one likes that feeling.

By taking the time to connect with members, you make them feel included. Members who know you personally become invested in your community and are much less likely to leave.

Solution: Start by building relationships through AutoDMs. Ask open-ended questions like, “Have you been doing this for a while, or are you just getting started?” From there, tag them in relevant posts based on where they are in their journey. Move from DMs to a one-on-one call.

For smaller communities, consider short 1-1 calls. For larger communities, an onboarding call is a great time investment. You can even direct members to the onboarding call directly from your AutoDM.

4. Members who have status are more likely to stay engaged in your community.

People love to feel special. When people are acknowledged for their actions, they are more likely to continue that behavior. Example: rewarding an engaged person will encourage them to engage even more.

Solution: Reward engaged members by giving recognition. One simple way is by asking them to be a moderator. Another option is to make personalized profile pics, like adding a circle or badge around their photo. Maybe you do it only for the top person on the 30 day leaderboard.

This sparks curiosity among other members, making them want to earn that status too. All around great for engagement

5. Make it easy for users to join your community by providing clear information.

Members leave when their expectations don’t align with the reality of your community. They’re satisfied when expectations are met, but they become raving fans when you exceed them.

Solution: Make it easy for potential members to decide to join. Treat your About page like an open book—show what they can expect, what’s inside, and the benefits of your group. Bonus points if you provide more value than what you show on the About page.

Side note, some people may join with minimal information, but most need more details. Highlight the positives and the value your community offers to encourage new members to sign up.

That’s it! I hope this helps you with running your community 😊

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