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How to Sign Up a Walk-In Member
How to Sign Up a Walk-In Member
Build rapport first – Before discussing prices, take the time to get to know the person and show them around the facility.
Start the sign-up process – Once they’re ready to join, go to Sales.
If they’ve received emails before, search their name.
If they’re brand new, select Add New User.
Create their account – Enter their email, first name, and last name.
Select a membership – Choose the membership type and collect card details to process payment.
Once payment is processed, head to their membership profile.
Complete their profile – Add the required details:
Mobile number
Date of birth
Address
Postcode
City
Gender
(All of these are mandatory for gym access.)
Set up app access – Hand the laptop to the new member so they can create and confirm their password for the 24fit app.
Download the app – Get them to install the 24fit app and log in with their email and new password.
Check access settings – In the app, go to Profile > Access and:
Enable locations, Bluetooth, and primary device
Star all their favourite gym locations
Give an app tour – Walk them through where to:
Book classes
Book Kids Club
Book reformers
Access any extra services
Once the member has left, add on the new member onboarding tasks and expiry tasks if applicable.
Onboarding Timeline
Onboarding Timeline
1. When the member purchases a membership, an automatic welcome email is sent upon signup.
2. Set Tasks to all new members - dashboard > membership sold > filter by date.
Set the tasks: 7 day and 30 day checkin.
For annual members - additionally set the expiry task 10 days before expiry.
For trials - just set day after purchase and expiry task day of expiry.
Note: the member will receive automated emails throughout their initial 30 days. No need to send manual emails unless it is a response.
Key Points to Remember
Personalise interactions to make members feel valued.
Use open-ended questions to uncover their needs and preferences.
Track all interactions and follow-ups to maintain consistency.
Proactively troubleshoot issues to create a seamless experience.
Reinforce the benefits of staying active and engaged with gym services.
Why It Matters
Create a welcoming and comfortable environment.
Reduce anxiety for new members during their initial visits.
Address common FAQs about gym access and facilities.
Establish a consistent routine to help members achieve results.
Upsell services like personal training, group fitness, and encourage referrals.
Minimise membership churn by building strong early connections.
You can view call scripts here.
7 Day - Call
Goal: Ensure a personal touchpoint for online joiners.
Procedure:
Attempt one phone call. Leave a voicemail if there’s no answer.
Note the outcome in their file, including key discussion points.
Before Calling:
View visits - check whether the member has accessed the gym.
During the Call:
Introduce yourself and welcome the member.
Confirm they received the welcome email and set up access.
Explain how to tap for gym entry.
Ask open-ended questions about their fitness background and goals.
Identify opportunities for cross-selling (personal training, group fitness, etc.).
30 Days – Call
Purpose: Strengthen their commitment and upsell.
Content: Focus on face-to-face touch points (e.g., personal training sessions), encourage member referrals, and highlight class schedules or other benefits.
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