Weekly Live Business Q&A Replay

October 20, 2026

In this week’s Weekly Live Q&A, Libby DeLucien tackles customer churn, a topic every service business owner wrestles with. She breaks down the common mistakes owners make, like assuming every cancellation means something went wrong, or taking a customer’s stated reason at face value. Libby shares how she separates seasonal churn from regular churn in her own business, uses cancellation forms to capture real reasons customers leave, and relies on postmortem calls weeks later to get honest feedback. She also walks through rough churn benchmarks for home service and software businesses, and why comparing your numbers to someone else’s isn’t always apples to apples.

The conversation also covers practical lessons on tracking KPIs and numbers day to day, including Libby’s advice that KPIs don’t have to stay static and can shift based on what the business needs to focus on each quarter. She wraps with thoughts on delegating tasks to a virtual assistant and figuring out what to hand off first. Watch the full replay for the complete breakdown and practical ways to apply it to your own business.