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Tools to Support Club Reopening

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Club OS understands that you want to get back to business after your gym has been closed. In order to support gyms as they reopen and prepare them to start marketing and selling to customers, Club OS has created multiple tools that can help gyms restart their sales cycle successfully.

Club OS has released new features to help you return to normal operations: 

  • Reassign Follow-Ups to Active Employees - We don’t want you to lose any follow-ups that were assigned to an employee that is no longer with your club.  With a few clicks you can now move all follow-ups assigned to former employees to the employees of your choosing. 
  • Reschedule Overdue Follow-Ups - The vast majority of clubs using Club OS paused outreach to prospects during the closure, leaving an overwhelming backlog of overdue follow-ups. We have created a quick and simple process that will stagger all overdue follow-ups over the days or weeks after you resume outbound sales activity. 
  • Remarket to Prospects that were affected by the closure - Prospects that expressed interest in the weeks before the closure should be marketed and followed up with differently than new leads. For this reason, we have created a Remarketing workflow. The new workflow will allow prospects that had contact with your club during a specified time period to receive a unique follow-up sequence and scripts. 
  • Updated Digital Guest Waivers to Support Limited Contact - Prospects will no longer be required to touch the club's tablet in order to fill out the digital guest waiver.  We have created a quick tool that will allow you to share a link to your branded digital guest waiver via email or text message. 

 

Reschedule Overdue Follow Ups

The reschedule overdue follow-ups process will reschedule any follow-up that is currently overdue (follow-up date was prior to the current date) and move the follow-up into the date range that is specified when the process is run.  If multiple days are selected, the follow-ups will be evenly divided across the selected time period. 

reschedule_overdue.jpg

To run this process for your Club or Location, do the following:

  1. Navigate to My Club > Follow Up Settings 
  2. Club Admins with access to Follow Up Settings and ‘Bulk Reschedule Follow-Ups’ will now have a new section available in My Club > Follow Up Settings called ‘Reschedule Overdue Follow-Ups’
    1. If you do not see this section, please reach out to your Account Manager
  3. Select the desired location in the dropdown at the top of the page. To run the process for the entire club at once, select the club.
  4. Select the dates that the follow-ups will be rescheduled to, this will be the new follow up due date. 
  5. Once you have confirmed that the location and the dates are correct, click ‘Reschedule Follow-Ups’
  6. When the process is complete, you will receive a confirmation email that includes the number of users that had their follow-up rescheduled.

When the new follow up due date arrives, the rescheduled follow-ups will appear in the follow-up window on the dashboard or can be completed via the follow-up button in user search.

 

Transfer Follow-Ups from Deleted & Revoked Employees

The transfer follow-ups from deleted and revoked employees option will move all follow-ups currently assigned to an employee that is currently deleted or revoked and reassign them to the selected employees. This allows you to easily clean up your follow-ups after a closure or change in management.

transfer_follow_ups.jpg

*This process is not currently available for Club OS Studio customers.

To run this process for your Club or Location, do the following:

  1. Navigate to My Club > Follow Up Settings 
  2. Club Admins with access to Follow Up Settings and ‘Bulk Transfer Members and Prospects’ will now have a new section available in My Club > Follow Up Settings called ‘Transfer Follow-Ups from Deleted & Revoked Employees’
    1. If you do not see this section, please reach out to your Account Manager
  3. Select the desired location in the dropdown at the top of the page, we recommend running this process for a single location at a time but the process can also be run for the entire club. 
  4. Select the employee/s that the follow-ups should be reassigned to
  5. Select the type of follow-ups (e.g. Membership, PT) that should be reassigned to the selected employee/s
  6. Once you have confirmed that the location and the employees selected are correct, click ‘Transfer Users’
  7. When the process is complete, you will receive a confirmation email that includes the number of users that were reassigned.

 

Move Leads into the Lead - Remarketing Status

Club OS has introduced a new ‘Lead - Remarketing’ follow-up status that allows clubs to retarget leads that may have been missed in the sales process due to a club closure or understaffing.  When the process is run, leads that were created or had activity during the specified time period will be moved into the ‘Lead - Remarketing’ follow-up status.  Lead-Remarketing is not currently available for Club OS Studio customers.

Note: It is important to ensure that your desired schedule and scripts are configured correctly prior to running the Lead Remarketing process.  If you need to set up a schedule please contact our support team or your account manager.

Move_leads_to_remarketing.jpg

*This process is not currently available for Club OS Studio customers.

To run this process for your Club or Location, do the following:

  1. Navigate to My Club > Follow Up Settings 
  2. Club Admins with access to Follow Up Settings and ‘Bulk Move Prospects into Lead Remarketing Status’ will now have a new section available in My Club > Follow Up Settings called ‘Move Leads into Remarketing Status’
    • If you do not see this section, please reach out to your Account Manager
  3. Select the desired location in the dropdown at the top of the page, we recommend running this process for a single location at a time but the process can also be run for the entire club. 
  4. Select the remarketing date range, this will most commonly be the dates that the club or location was closed. This will be the date range used to determine which leads are moved into the new follow-up status.  Leads will be treated differently based on their follow-up status. 
    • Lead: A prospect in the ‘Lead’ follow-up status will be moved to ‘Lead-Remarketing’ if their created date is within the designated remarketing date range.
    • Web Lead: A prospect in the ‘Web Lead’ follow-up status will be moved to ‘Lead-Remarketing’ if their created date is within the designated remarketing date range.
    • Referral: A prospect in the ‘Referral’ follow-up status will not be moved into the ‘Lead-Remarketing’ status in order to maintain the texting restrictions associated with referral prospects.
    • VIP Guest: A prospect in the ‘VIP Guest’ follow-up status will be moved to ‘Lead-Remarketing’ if their created date is within the designated remarketing date range.
    • Appt Booked: Since prospects can only be in this status if they have an active appointment scheduled today or in the future, a prospect in the ‘Appt Booked’ follow-up status will not be moved to ‘Lead-Remarketing’. Prospec 
    • Appt - No Show:  A prospect in the ‘Appt - No Show’ follow-up status will be moved to ‘Lead-Remarketing’ if their event start date is within the designated remarketing date range.
    • Missed Guest: A prospect in the ‘Missed Guest’ follow-up status will be moved to ‘Lead-Remarketing’ if their event start date is within the designated remarketing date range.
    • Active Guest: A prospect in the ‘Active Guest’ follow-up status will be moved to ‘Lead-Remarketing’ if their guest pass start date is within the designated remarketing date range.
    • Expired Guest: A prospect in the ‘Expired Guest’ follow-up status will be moved to ‘Lead-Remarketing’ if their guest pass end date is within the designated remarketing date range.
  5. Once you have confirmed that the location and the employees selected are correct, click ‘Move Leads’
  6. When the process is complete, you will receive a confirmation email.

Once leads have been moved, they will follow the cadence and scripts that have been defined for the ‘Lead - Remarketing’ follow up status.  The schedule will begin on the day they are moved.

For example, if the process is completed on June 1st and the cadence has the first follow up due 2 days after the lead enters the status, the first follow up for leads in the Lead - Remarketing status will be due on June 3rd. 

 

Share Link to Digital Guest Waiver

Club OS has introduced a new option that will allow you to share a link to your digital guest waiver with prospective customers to support lead capture from a personal device rather than a shared tablet. 

Sharing links via text message: The text message option will only be available if you have opted to allow texting for direct messages/follow ups and have a SMS number set up on your Club OS account. All text messages will be limited to one segment. 

To share a digital guest waiver link with a prospect, do the following:

  1. In the menu in the upper right hand corner, select 'Share Guest Waiver Link'
    Share_Waiver_Link.jpg
  2. In the modal that appears, select the applicable location.
  3. Select to send the waiver link via email or text message (if enabled), the message content sample will show you what the message will look like. Dynamic content will be filled in based on the selected location.  Links sent via SMS will be limited to one segment. 
    Share_Waiver_Link_Modal.jpg
  4. Type in the email or phone number and click 'Send Guest Waiver Link'
  5. Once sent, the customer should receive the link almost immediately. Once the link has been accessed and the waiver completed, the prospect data will be visible in Club OS. 

Note: Links will expire after 15 minutes. 

 

 

Internal Notes: 

  1. The Reschedule Overdue follow-ups option will work for both Fitness Center and Studio customers. 
  2. The Transfer Follow Ups option as well as the Lead Remarketing option will only be available for Fitness Center customers. 
  3. Clubs must be on ElasticSearch to use the ‘Reschedule Overdue Follow-Ups’ option
  4. Clubs must have the Agreement Ending Feature toggle in order for the Lead Remarketing feature to work for them. 
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