How to Perform a Follow-Up

Navigate to the Dashboard and the Follow-up Window will be located on the top right of the screen. 

The follow-ups in this window are auto populated according to your club’s follow-up schedule and are intended to be manually completed by the assigned staff member. Follow-ups scheduled for the current day appear at the top and should be completed by the end of the day, while any not completed on time will move to the “Overdue” category and display in red.

Note: Automatic Follow-Ups that are scheduled to send will not appear in this window unless they fail to send. If this occurs, the follow-up task will appear in the window with a note stating the automatic follow-up was unable to send. 

Step 1: To the right side of the recipients name, click on the `Follow-Up` button

Step 2:  Open the Follow-Up and review the lead information

1. Contact Info:  Phone, Email, and other contact information on file for the lead.
2. Follow-Up Info:  Notes/history of outreach (calls, texts, emails) logged during follow-up. 
   • Follow-up status – Current stage of the lead in the follow-up pipeline (drives tasks/automation).
   • Created date – When the lead/profile was first created in Club OS.
   • Membership – Indicates if the contact is a member and/or their membership type.
   • Past 30 days check-ins – Number of visits in the last 30 days (engagement level).
   • Fitness Consultation date – Scheduled or completed consultation/appointment date.
   • Origin – How the lead entered the system (walk-in, web, phone, etc.).
   • Marketing source – Specific campaign/source attribution (Facebook, Google, referral campaign, etc.).
   • Referred by – Person who referred the lead (if applicable).
   • Interests – Notes or tags indicating what the lead is interested in (services, goals, etc.).
   • Location – Club/location associated with the lead.
   • Guest pass dates - Dates in which a Guest Pass was activated 
3. Email Campaigns:  List of campaigns that were sent to the lead. 
   • This will help in further personalizing the follow-up message and being aware of what correspondence has already taken place with the lead. 
   • NOTE:  If your club enables Text Campaigns, those will also appear here. 
4. Lead Notes: Any previous Follow-Ups or Direct Contacts that were done on the lead will display here. This will help personalize the follow-up message  and being aware of what correspondence has already taken place with the lead. 

Step 3: Decide which method to use for the follow-up (Call, Email, Text, or Other):

Call

To complete a follow-up by phone, simply click on the call tab on the left side of the window. The outcome of the call needs to be marked by clicking on the outcome drop down menu. Also, ensure that any important notes are captured. These notes will then display on the follow-up window in the notes section. Once the outcome is selected, you can click on `Save`:

1. Spoke - You spoke to the lead
2. Left Message - Left a voicemail message to the lead 
3. No Answer - The lead did not answer their phone
4. Schedule Appointment - Contact is made with the lead and they would like to schedule an appointment 
5. Not Interested - The lead is not interested in a follow-up (this will remove the lead from the follow-up schedule to prevent future follow-ups from populating)
6. Transfer - Transfer the follow-up to a different staff member

Email

To complete a follow-up by email, click on the email tab on the follow-up window. If an email script was saved, it will display the email. Once the email is ready to send, click on `Send Email`: 

1. Subject Line for the email 
2. Toolbar for text editing 
3. Content field 

Text

To complete the follow-up by text, click on the text tab, type the text message, and then click on `Send Text` 

• NOTE: We recommend keeping your text messages at 150 characters or less (the maximum number of characters in the message box is 300).

Other

The `Other` tab will allow you to conduct an action without completing the follow-up first:

1. Not Interested - The member is not interested in any further follow-ups
2. Transfer - Allows the follow-up to be transferred to another staff member if needed
3. Override - Reschedule the follow-date for another time. For instance, you already met with the lead in person and would like to reach out to them some other time. 

Additional Information 

• Staff members with the Trainer, Salesperson, or Front Desk role will only see their own assigned follow-ups in this window. Staff members with the Location Manager and Club Admin role, will have an additional drop down menu, which will allow them to view any of the other staff members’ follow-ups or the club’s collected follow-ups.
  • Example of Club Admin/Location Manager View:

• Additionally, you can filter the follow-ups using the status drop down menu. This menu includes each of the statuses the lead can be in (I.E. Web Lead, Referral, Active Guest, etc.):

Troubleshooting Tip: “Something’s Not Quite Right” Error 

• When clicking a follow-up, if this error appears for one follow-up (but others work), it’s usually due to an issue with that follow-up’s template. Most often, this is caused by a formatting error—such as extra or malformed dynamic fields (e.g., {{{).
• What to do to resolve error:
  1. Open the template in Follow-Up Settings
  2. Review the dynamic fields for formatting issues or extra brackets
  3. Correct them and Save