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Daily Tasks

1

Check Airtable for Any New Trials Today

Before classes start, look in the Airtable Calendar for any new trial bookings.Before a new student comes in, you should already know:
  • The names of new students (and parents, if listed)
  • Whether they have completed their waiver form
This helps them feel expected and welcome, and shows we’re organised and professional.
If you skip this step and make everyone fill out a walk-in form, a trial student might will get pitched twice - this feels awkward and unprofessional.
2

Confirm New People Are Enrolled in Airtable

If you see someone you don’t recognise, ask their name immediately.Don’t assume they’re signed up - even if they’ve been training for a few weeks.For anyone you’re unsure about, check that they’re in Airtable (specifically in the CRM tab).If someone is training but not listed in Airtable, it means they haven’t fully completed their sign-up form.This usually means they’re missing payment details or a waiver - both are big issues.Ask them to either:1) Complete their sign-up (they should have received an email prompting them to finish it), or2) Redo their sign-up completely on the gym iPad or their phone, and show you once it’s done.
Do not allow anyone to train without being properly enrolled in Airtable.
3

Check Recently Churned Members

Atleast once a week, look over the “Churned Members” list in Airtable.This helps you catch anyone who cancelled but is still showing up to train.We’ve seen people cancel and keep training - this stops that from happening.

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What To Do If?

If a student is in Airtable but didn’t show up for their trial:Tell Jayden in Facebook group chat ASAP.
They must send an email to request this.
No exceptions.Do not accept:Text messagesInstagram or Facebook messagesVerbal requests in the gymParents asking through their kidsPausing or cancelling without an email can cause serious problems, including:Members thinking they can ignore the sign-up agreementMissed or incorrect billingLost churn data (we can’t track cancellations properly)Missed exit surveys (we lose valuable feedback)
Anyone under 18 cannot sign themselves up.Their parent or guardian - the person paying for the membership - must complete the sign-up.This rule protects us from issues like:
  • Failed payments or chargebacks
  • Legal complications with underage students signing waivers and agreements
Absolutely not allowed under any circumstance.Ask Jayden for further explanation.
There are only two reasons someone might be training but not found in Airtable:
  1. They started signing up but got distracted before finishing the form.
  2. They are intentionally avoiding signing up (to skip payment or avoid filling in details).
Anyone who starts our sign-up form and doesn’t finish will automatically get an email from us.
This email goes out 15 minutes after they abandon the form and again 2 days later.
It asks them to complete their enrolment.There’s a small chance that our email could end up in their spam or junk folder - remind them to check.
Form abandonment email example

Form abandonment email example

With this follow-up system in place, most people who still aren’t in Airtable are probably intentionally avoiding signing up.Ask them to do one of the following:1) Complete their sign-up from the email they received (if they already started the process), or2) Redo their sign-up completely on the gym iPad or their phone, and show you once it’s done.
Do not allow anyone to train until they are fully enrolled in Airtable.
Do not negotiate prices.You teach your members how to treat you.Offering discounts or casual deals sets a precedent that we are:
  • Desperate for business
  • Willing to bend rules
  • Not enforcing our own policies
  • Unprofessional
  • Allowing members to dictate terms
It is your responsibility to teach members how to treat you.We never offer discounts on memberships; except for families signing up three or more children.
See Operations → Updating Member Details for full instructions.
(They Are Not Booked in Airtable)Ask them to complete a Walk-In Form before doing anything else.

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Customer Journey