What is the new member experience?
PushPress’s “Member Journey” ensures a smooth experience for new members, whether they opt for an appointment (No Sweat Intro or Discovery Call) or a Free/Paid Trial for classes. Core is designed to make the onboarding process seamless, from initial signup to managing memberships that support both appointments and classes.
No Sweat Intro (NSI) or Discovery Call (Appointment)
Lead nurturing often hinges on meaningful conversations that address potential members’ goals and concerns. Whether through an in-person meeting or a remote appointment, connecting personally can be highly effective for converting leads to members. Here’s a detailed look at two common approaches for these initial conversations:
NSI is typically an in-person meeting, lasting around 10-15 minutes.
It’s a chance to introduce yourself, your gym, and your programs to the lead.
It’s also an opportunity to discuss:
The lead’s goals and how you can help them achieve those goals.
Any barriers (e.g., schedule, finances, family obligations) that may prevent the lead from joining.
Physical limitations, such as injuries or illnesses.
Social limitations, like anxieties or self-consciousness.
The NSI serves as a mutual evaluation: both you and the lead decide if joining the gym is the right move.
For class-based gyms, the NSI is a good time to determine whether the lead will enter classes right away or require a movement screening or appointments to prepare.
For appointment-based gyms, the NSI can help determine appointment frequency and identify the best-suited coach for the client.
Discovery Calls are remote conversations, making them easier to schedule, especially if staff availability is limited.
The goals and discussion points of a Discovery Call mirror those of an NSI:
Assessing the lead’s goals, barriers, and limitations.
Establishing a personalized plan that fits the lead’s needs.
Since the Discovery Call isn’t in-person, emphasize giving the lead your undivided attention during the conversation.
Best Practices for NSI and Discovery Calls
Dedicate time: Block out dedicated time to focus solely on the lead.
Avoid tight scheduling: Do not schedule these appointments right after a personal training session or class to avoid delays.
Be prompt and welcoming: For in-person meetings, be ready to greet the lead upon arrival and avoid back-to-back appointments to maintain quality interactions.
Use appointment notifications: Set up reminders in your Core appointment system to keep everyone on track.
Take detailed notes: After each appointment, record notes in the lead’s profile in Core so that staff members are well-prepared to support them when they decide to join.
Paid or Free Trial (Class)
When running a class-based gym, the most common lead acquisition strategy is offering Free or Paid Trial Plans to give potential members a chance to experience your classes firsthand. This is also the opportunity for your gym community (staff and members) to demonstrate unreasonable hospitality, making potential members feel welcome and encouraged.
Paid Trial Plan
This plan offers a set number of classes/days at a discounted price, such as:
“7 days for $7”
“3 classes for $20”
Key Setup Tips:
Configure the plan as a punchcard with a set expiration date starting from the purchase date.
Clearly define which class types the trial plan includes access to.
Create a “Lead” group chat in the Staff App to alert staff about new leads.
Add a staff note to the lead’s profile in the Core system, sharing any important details that staff need to know.
Free Trial Plan
Like the Paid Trial, the Free Trial allows immediate access to classes, making it an appealing way to test the gym environment.
Advantages:
Free trials attract interest since everyone loves trying something at no cost.
Drawbacks:
You may experience a higher rate of no-shows compared to paid trials.
Setup Considerations:
Use similar considerations as with Paid Trial Plans, except that the Free Trial has no associated cost.
General Recommendations for Trials
Expressly state what the trial plan provides, including limitations or restrictions (e.g., specific class types, trial duration).
Ensure staff and members are prepared to deliver an exceptional experience, providing warm welcomes, personalized interactions, and proactive support to potential new members.
Follow up regularly with trial participants to answer questions, offer additional support, and guide them towards becoming full members.
Hybrid Discovery Call + Trial Plan
For class-based gyms looking to screen potential members before offering a trial plan, a hybrid onboarding process that includes a Discovery Call prior to the trial can be a highly effective strategy. This approach combines the initial screening with the trial setup and first class scheduling, creating a smooth, personalized experience for new members.
Hybrid Onboarding Process
Start with a Discovery Call (or NSI, though Discovery Calls are often easier to schedule):
The call should last 10-15 minutes and serve as a screening tool to understand the lead’s goals and barriers.
Use the call to schedule both the trial plan and the first class the potential member will attend.
Keep in mind that the Discovery Call is not a sales call; its primary purpose is to learn about the lead and set them up for success.
Setting Up the Trial Plan:
If using a Paid Trial Plan: You can send a landing page link during the call for signup or take payment information over the phone.
If using a Free Trial Plan: Sign the new member up directly during the call, as no landing page is required.
Follow-Up Communication: After the call, follow up with a summary of your discussion and emphasize what the new member can expect during their trial, including specific classes and next steps.
Benefits of This Process
This approach screens potential members to ensure a better fit before offering a trial, saving time and resources.
It allows for immediate scheduling of the first class, creating a sense of commitment and reducing the risk of no-shows.
The call establishes a more personal connection, increasing the likelihood of the lead converting to a full member.
Appointment Packages, Straight to Class, or Hybrid Appointment/Classes
Once you have converted your lead to a member, you have several options in terms of preparing them for class. Two common approaches are straight to classes or personal training first. Ultimately the correct option is what works best for your business, staff, and the member. Here’s a detailed breakdown of the two main approaches for onboarding new members after converting them from leads:
Straight to Class
This approach allows members to move directly from a trial into a membership, enabling them to attend classes without any introductory sessions.
This is popular for experienced athletes/members but can be used for new members as well.
It requires staff and coaches to have strong communication, ensuring they understand new members’ limitations or experience levels.
Suggestions:
Use staff notes in the Core profile and Staff App to share critical information like movement limitations, previous injuries, training history, or personal details.
Create a “New Members” group chat in the Staff App to discuss progress and support new members.
Schedule regular check-ins with new members to gauge their progress and ensure they feel supported.
Personal Training (PT) First
Often called Fundamentals or Foundations, this approach is delivered through a series of appointments that introduce class flow and basic movements.
Common in CrossFit gyms, it typically involves instruction on the “9 foundational movements of CrossFit” but can be adapted based on your gym’s focus.
Suggestions:
Ensure you have enough staff and they have working hours set in their profiles to accommodate appointments before setting up packages.
Make sure the appointments are purposeful and add value to the member’s onboarding experience.
Use Train by PushPress to provide a progressive programming template for each session.
Just like “Straight to Class,” emphasize communication using the Staff App and member profiles to support personalized onboarding.
Useful for gyms that require PT completion before classes.
Set up appointment packages specifying the required number of sessions, sold via a landing page or manually added to the member’s Core profile.
Use recurring appointment scheduling to streamline session planning, helping to set a clear timeline for class transition.
Combines the PT First approach with class availability, guiding members through both forms of engagement.
Can be set up as recurring or non-recurring, with specific numbers of classes and appointments.
While completing PT sessions, members can also attend classes to apply their learning.
Use recurring appointment scheduling to ensure consistent progress tracking and support.
Help
If you would like more information or need further assistance, please use our HELP DOCs, just like this one or reach out through intercom, the little blue box in your CORE account or email us at support@pushpress.com. Our team is here to help.
About PushPress
PushPress is a gym management software that can help you a lot in managing your gym. We've helped thousands of local gyms streamline and professionalize their businesses with our intuitive, powerful solution for managing fitness facilities - all from the palm of their hands! Want to take charge? Give us 3 minutes on the phone or schedule an in-person demo today!