4.2.5 – Follow-up Procedure

If the member does not purchase personal training services, the Fitness Manager’s goal is to get to the bottom of the objection and always know the next step to take.

To follow up on as many opportunities as possible, the Fitness Manager will use the Club OS Sales Flow to respond to the following types of issues that might be hindering sales:

  • Fitness Appointments [F1] Not Booked
  • Fitness Appointments [F1] Cancelled or No Showed
  • Fitness Appointments [F1] Showed but did Not Buy PT
  • Fitness Appointments [F1] Showed and Purchased PT-Active Client
  • Inactive Clients (clients who have not used a session in 18 days)
  • Canceled Clients (deactivated from recurring services)
  • PT Opportunity (expired session packages marked as high opportunities)

Refer to the Follow-up Activities Required for Each Situation section, below, for general instructions on the follow-up required for each of the above scenarios.

Follow-up Instructions

Use the Club OS application to follow-up with each type of situation listed above.

  1. Log in to Club OS.
  2. Scroll down to PT Follow-up.
  3. Click Sort and select “Oldest.”
  4. Click on each member’s Follow-Up
  5. Follow up with the member according to the instructions provided in the script, by telephone, email, or text.
  6. Click Next.
  7. Choose Outcome.
  8. Type notes on the outcome of the follow-up with the member.

Follow-up Activities Required for Each Situation

For each scenario listed below, the follow-ups, both automated and those the Fitness Manager is responsible for initiating, are noted.

Note: The tasks in bold font are those undertaken by the Fitness Manager.

F1 Not Booked

  • Next Day: Call the client
  • Day 5: Automated email is sent by the system
  • Day 10: Send a text message
  • Day 20: Automated email is sent by the system
  • Day 45: Automated email is sent by the system
  • Day 60: Email the client
  • Day 90: Automated email is sent by the system
  • Day 120: Automated email is sent by the system

F1 Booked

  • Same Day: ABC sends an automated email when PT has been booked
  • 24 hours before each appointment: ABC sends an automated email
  • Day Before Each Appointment: Fitness Manager calls to confirm the appointment

Note: This will not appear in the Club OS Agenda, but is the FM’s responsibility.

  • 2 hours before each appointment: Club OS sends an automated text message

F1 Canceled or a No Show

  • Next Day: Call
  • Day 5: Automated email is sent by the system
  • Day 10: Text Message
  • Day 20: Automated email is sent by the system
  • Day 45: Automated email is sent by the system
  • Day 60: Send an email
  • Day 90: Automated email is sent by the system
  • Day 120: Automated email is sent by the system

F1 Shows but No PT Purchased

  • Next Day: Email or call the client
  • Day 5: Call the client
  • Day 14: Automated email is sent by the system
  • Day 30: Call the client
  • Day 60: Automated email is sent by the system
  • Day 90: Automated email is sent by the system

Active Client (PT Purchased)

  • Day 1: Automated email is sent by the system
  • Day 7: Send an email
  • Day 10: Automated email is sent by the system
  • Day 14: Send an email
  • Day 23: Automated email is sent by the system
  • Day 23: Send an email
  • DAY 40: Check in with the client – Phone Call
  • DAY 60: Check in with the client – Phone Call

PT Opportunity

  • Day 1: Call the client
  • Day 3: Send a text message
  • Day 26: Send an email
  • Day 30: Call the client

Note: Scripts are not yet set up for this follow-up procedure.

Inactive Client

  • Day 18: Call the client
  • Day 30: Call the client

Canceled Client

  • Day 18: Call the client
  • Day 30: Send a text message

Note: Scripts are not yet set up for this follow-up procedure.