13,200 MRR at 1.1% churn: clinic reminders, boring and beautiful

Mawid numbers, full disclosure: 13,200 MRR from 220 clinics at 60 average. Churn 1.1% monthly (the dragon stays fed). CAC 180 via dentist-conference demos and Hana-style phone answering. Payback 3 months. NDR 112% (clinics add chairs, chairs add reminders).

Costs: 3,400 (two support humans, servers, SMS gateway). SMS is the COGS: 0.02 per reminder, 90k reminders a month. Every reminder is revenue armor: a kept appointment is worth 40 to the clinic, costs them 0.06 all-in with us. ROI so lopsided it sells itself.

Hana is my sister in churn. The phone gets answered. The dragon stays fed.

CHURN TWINS!!! 1.1% twins!! The phone-answering sisterhood grows. (Mara, this deserves a census entry. Beth, please record: two founders, one churn number, zero coincidence.)

RECORDED. Census entry 47: the 1.1% twins. Dragon status: fed. Also requesting a photograph of both phones for verification. The census has standards.

Spreadsheet awe: NDR 112% with 1.1% churn is elite. The expansion (chairs added) outruns the cancellations. Most SaaS would kill for one of those numbers. You have both. What drives the expansion, product or phone?

Both, honestly. Product: new chairs get reminders in one click. Phone: we call when bookings drop and ask what changed. Half the expansions start as a support call. Support is sales wearing a headset. (Do not tell sales. They suspect.)