Embedded Files
Source Options
Source Options
How to correctly select a contact and source option and a better understanding of what each source means and why you would select them.
Call Options
Call Options
Prior to completing the tasks on your list you need to know how to process them!
When completing a task in the task list there are 5 options to select:
Completed
Attempted
Left Message
Send an Email
Send an SMS
Show Contact History
Show Notes History - This should be selected BEFORE attempting any task in the task list!
View Call Script
Whilst they might all sound self explanatory this section is here to break them down for you
- Completed
A Completed Call is when Contact was made with a prospect. This call needs to be a conversion and not just "sorry I will call you back after 5pm". That is not a completed call as you have not had the chance to book them in for an appointment. An example of a completed call would be a minimum of two questions or more responded to from the prospect using the telephone form. Eg, they answer "how did you hear about the club" and "do you live or work locally". If they hang up after that we would classify that as a completed call however, no less than that.
2. Attempted
2. Attempted
An Attempted Call is when we make an attempt to complete the task but something happens that prevents us from getting through. This could be a Disconnected number, the phone just rung out, not accepting incoming calls or even simply they reject our call. For whatever reason we could not get through to them, but we were also unable to leave a voicemail
3. Left Message
3. Left Message
This is when you call the prospect and they do not answer however, you leave a voicemail or send a text / email.
4. Send an Email
4. Send an Email
After a few unsuccessful attempts at completing a call if there is an email address on file you may choose to email them instead. You can do this through Clubwise to keep a permanent record of the email sent. Selecting this button will take you to another screen where you will need to select your name (From), pop in the subject and completed the body text of the email.
If you copy text from a template into your message please ensure you use notepad. Using other applications may result in some characters not displaying correctly on the recipient's email.
5. Send an SMS
5. Send an SMS
Similar to sending an email. If we are unsuccessful after a few calls you can send them an SMS. Select the button which will take you to a new page where you completed who is sending the SMS and type out the body of the text
6. Show Contact History
6. Show Contact History
Selecting this button will load up a list below the task that will show you the entire contact history. This list will include emails and SMS's that have been sent both in a campaign or single items. It will also show if the SMS/Email was delivered/sent/opened. It will also give you the dates that the Emails/SMS's/ Calls were made.
7. Show Notes History
7. Show Notes History
This should be selected BEFORE attempting any task in the task list. This will provide you with all the notes/feedback etc that has ever been placed on the account. You will be able to see the notes taken from all the interactions with the person. This information is vital to the BELONG culture and building/holding onto rapport.
8. View Call Script
8. View Call Script
Whilst we have the telephone enquiry form (inbound and outbound) printed out and available at all times in club, some tasks do have a digital script such as Referral and Non Attendance Calls.
DAY 1: Call 2x a day
Phase 1 Prospects stay in non-assigned for the first 7 days - all prospects that need to be called 2x a day are in this list. Non - assigned calls are to be alternated between club phones and private number each round. On first initial contact call on club phone, leave voicemail and send either SMS or Email. Following rounds alternate club phone / private number and SMS / Email. *Do not leave sms or vm on private phone.*
The first round of calls begin 10am or when the Club Manager first begins the day. A 2nd and final call round starting at 5:30pm.
Clubwise notes history: Club phone call - Leave VM & SMS or Email > Call Private number > Call Club phone send SMS or Email > (2x daily 7 Days)
STEP 1:
STEP 1:
If your prospect is not a web lead and you need to add them into clubwise. When you come to scheduling a follow up task after creating the new prospect you need to select "non assigned' & "prospect follow up call".
STEP 2:
STEP 2:
They will then be found in your task list under 'non assigned'. Click on the number under the 'O' column. In the example picture you would collect the number 8.
STEP 3:
STEP 3:
You will then click "proceed" for the prospect you are calling.
STEP 4:
STEP 4:
Because this is the first time we are contacting the new prospect we do not need to check their notes history. Write notes of the phone conversation then select staff member under 'completed by' and click completed or attempted depending the response.
STEP 5:
STEP 5:
Select 'schedule follow up'. If you click 'return to task list' your prospect will go into 'prospect with no future date' and will no longer be found in your task list until found in the no future date folder.
STEP 6:
STEP 6:
Because your prospect in still in phase 1 we want to keep them in non assigned and to do that you need to click 'allocated to'.
STEP 7:
STEP 7:
You will see all staffs names listed however, you need to select 'non-assigned'.
STEP 8:
STEP 8:
You will see all staffs names listed however, you need to select 'non-assigned'.
Your prospect will then be back in the task list again under non assigned ready for the next call for the day.
CLUBWISE NOTES EXAMPLE
CLUBWISE NOTES EXAMPLE
This is what your notes should look like after 7 full days of 2x per day calls. Hopefully we would expect more completed calls however, it is not always the case. On the 1st or 2nd day you can leave a voice mail.
DAY 7: Call 1x . Text & E-mail (alternating) every call
Phase 2 Prospects are then moved into the manager’s list for the next week - all prospects that need to be called 1x a day are in this list.
Continue alternating club phone / private number and SMS / Email. *Do not leave sms or vm on private phone.*
Clubwise notes history: Club phone call - SMS or Email > Call Private number > Call Club phone send SMS or Email > (1x daily 7 Days)
STEP 1:
STEP 1:
Now that your prospect has been in clubwise for 7 days and called 2 times per day it's time to drop down a call. We need to differentiate each prospects phases so we know who to call and when.
Now that we are calling the prospect 1x per day we are going to put them in the managers task list and in this example the club manager is "Olivia".
STEP 2:
STEP 2:
Your prospect will now be in the correct task list and you are ready to continue with your calls. In this example, Olivia is the club manager.
CLUBWISE NOTES EXAMPLE
CLUBWISE NOTES EXAMPLE
The above is an example of how your clubwise notes should look going from phase 1 (2x calls per day) to phase 2 (1x calls per day). It is important to try different contact methods as not everyone can answer the phone while they are at work.
DAY 14: Call 1x every second day. Text & E-mail (alternating) every call
Phase 3 Prospects are moved into MC’s list for the remainder of their prospect journey - all prospects that need to be called 1x every second day are in this list. These are changed from ‘Hot Prospect’ to ‘Prospect’ at this point.
Continue alternating club phone / private number and SMS / Email. *Do not leave sms or vm on private phone.*
Clubwise notes history: Club phone call - SMS or Email > Call Private number > Call Club phone send SMS or Email > (1x every second day 7 Days)
STEP 1:
STEP 1:
Now that your prospect has been in clubwise for the last 14 days we need to change the it into an MC's task list. This way we can tell the difference between phase 1, 2 and 3. We now only need to call this prospect 1x every second day.
STEP 2:
STEP 2:
All you need to do here is change your prospect from 'hot prospect' to 'Prospect' and continue as usual with your task.
CLUBWISE NOTES EXAMPLE
CLUBWISE NOTES EXAMPLE
Above is showing the transition from phase 2 (1x calls per day) to phase 3 (1x call every second day) We are still maintaining the > call, then text / email throughout the 3rd phase.
DAY 21: Close out SMS & E-mail. No response = blow out
It’s the final Horrah! Send SMS and E-mail with the month’s close out offer and then blow out.
If we’ve spoken to the prospect and had a positive experience within the past 7 days, do not blow out the prospect. If they’ve expressed interest, or have been asked to be contacted after a certain date (eg. they are on holidays for 2 weeks) keep them in MC list until no contact is made for another 7 consecutive days.
What if a prospect doesn't show for their appointment?
What if a prospect doesn't show for their appointment?
What if a prospect does not show for their appointment? - Regardless of where the prospect is in their prospect journey: Day of missed appointment - call leave VM & send missed appointment SMS or Email. Next day - continue call protocal as normal. Why? Because they have shown that they are still interested in the membership with us by booking an appointment.
Step 1: Blow out
Step 1: Blow out
It has been 3 weeks now and the time has come to 'blow out' your prospect. You have not had any positive contact with your prospect over the last 7 days and they now need to be blown out.
In your task list select "category" "Blow out".
Step 2: Blow out
Step 2: Blow out
Once you have clicked 'attempted' you then need to select 'return to task list' This will not put the prospect back into the task list and it also will not go into 'prospect with no future date' due to selection 'blowout' prior. You prospect will officially be blown out.
CLUBWISE NOTES EXAMPLE #1
CLUBWISE NOTES EXAMPLE #1
You can see that it is now close out time. We recommend sending a text or email out every second day for those last few days of the month. Keep up the calls at least once every second day to try get the prospect over the line with an offer.
CLUBWISE NOTES EXAMPLE #2
CLUBWISE NOTES EXAMPLE #2
The note highlighted in red above is showing that the member is now interest in the membership again. What do we do next? We schedule a task for the following day and keep the prospect in MC list.
Referral call protocol
DAY 1: Call 1x per day
Referral prospects stay in the managers list for the first 5 days. All prospects in this list are being called 1x a day. If the first call is not completed, send a text then continue with alternating private / club phone & SMS / Email.
Clubwise notes history: Club phone call - Leave VM & SMS or Email > Call Private number > Call Club phone send SMS or Email > (1x daily 5 Days)
DAY 6:
Referral prospects are then moved to your MC's list. All prospects that need to be called 1x every second day are in this list. After 9 days in this list then blow out.
If we’ve spoken to the prospect and had a positive experience within the past 5 days, do not blow out the prospect. If they’ve expressed interest, or have been asked to be contacted after a certain date (eg. they are on holidays for 2 weeks) keep them in MC list until no contact is made for another 5 consecutive days.
Clubwise notes history: Club phone call - SMS or Email > Call Private number > Call Club phone send SMS or Email > (1x every second day 9 Days)
Tasks in the Task List
Tasks in the Task List
Member Transfer Call
Member Transfer Call
A transfer Call Task, whilst it says Call, is actually an email or a letter! Select the button for the full break down on a membership transfer including what it is, how it happens, and what to do with this task.
Web Membership Enquiry
Web Membership Enquiry
Fresh Web Leads are one of our hottest form of prospects (potential members). This task is generated when someone fills out our gym membership enquiry form online. They are one of the hottest leads as they have sought us out directly on their own. When making this call make sure you use the script which should be loaded into clubwise or printed out on a clip board in the club.
Prospect Follow Up Call
Prospect Follow Up Call
If your prospect is not a web lead and you need to add them into clubwise. When you come to scheduling a follow up task after creating the new prospect you need to select "non assigned' & "prospect follow up call".
10 day Non Attendance
Clubwise automatically schedules a call into the task list under 10 day non attendance. This means that you have joined a new member and they have not used the gym at all in the first 10 days of their membership. This is not a good sign, it normally means that the member has not been onboarded correctly and they have already lost motivation or could even be scared to train for the first time on their own. It is our job to make them feel like they Belong. We need to call the member and book them in for a PT consultation or even an appointment to sit down with a staff member and go over the AF workouts and how to use some of the equipment.
30 Day Non Attendance
30 Day Non Attendance
Clubwise automatically schedules a call into the task list under 30 day non attendance. Why, because we actually want our members to use the gym. If members use the gym for the duration of their membership they are going to stay longer than their minimum term. These calls are simply to check in with the member, review their goals and try get them back into a routine again.
How to: 30 day-attendance
1. Read the members' notes and review their goals. Check if they have talked to us since joining the gym.
2. Call member:
Phone answered > USE SCRIPT > BELONG! > Send text template with link tree > no reschedule for the call.
NO Answer > Reschedule to call for the next day.
3. (Next day) Call member:
Answered > USE SCRIPT > BELONG > Send text template with link tree > no reschedule for the call.
No answer > Send text template with link tree > no reschedule for the call.
We do NOT call our 30-day non-attendance members that are out of their minimum term. Why, because they could be a "sleeper" (Someone that has forgotten about their membership). Sleepers in most cases do not hesitate to cancel their membership on the spot.
Member retentoin/onboarding tasks.
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