Intake and follow-up for a group-training gym
An inquiry comes in, the offer goes out, and the appointment gets set. Nobody has to be at the desk for any of it.
The business problem
An inquiry came in and the clock started. Somebody had to see it, answer it, and get the person booked. On a busy floor, that somebody is coaching.
What needed to change
A new inquiry needed an answer and a booking without waiting on a coach to be free. Reschedules, cancels, and no-shows each needed their own next step.
What I did
The intake workflow at my gym. An inquiry comes in, the offer goes out, and the appointment gets set. From there it splits. Reschedule, cancel, and show each run their own path. Show up, and a member offer follows later, timed so it doesn't land the same hour.
When somebody walks in, a coach gets a heads-up and makes the offer face to face.
What changed
Inquiries stopped waiting on a free minute. They get answered and booked while the floor is busy, and the reschedules and no-shows get handled instead of getting lost.
I track how long an inquiry sits before it gets a first answer, and how many booked appointments show up. Both come straight out of the workflow, so nobody tallies anything by hand.
Since it went in, I've tuned the timing. When the member offer lands after a visit, how long the delay runs, and what happens on the second no-show.
Talk it through with me.
Bring the problem, even if it's still fuzzy. We'll talk about what's going on, what might be behind it, and whether I'm the right person to help. If I'm not, I'll tell you.