Tracking Member Follow-Ups

The Follow Up page is your primary retention tool. It acts as an automated "at-risk" list, helping you identify and reach out to students who haven't been to class recently before they cancel their membership.

1. Configuring Your Absence Threshold

By default, any member who has not checked into the gym in the last 7 days will automatically appear on your Follow Up board. You can customize this threshold to fit your specific gym culture.

1. Select Follow Up (contacts icon) from the left navigation menu.
2. Select the Settings (gear) icon at the top of the page.
3. Enter the number of Days Absent you want to use as your baseline (e.g., 14 days).
4. Select OK to update your list instantly.

2. Searching, Filtering, and Alerts

You can quickly narrow down your follow-up list or check on urgent alerts directly from the header of this page:

• Search: Use the search bar to find a specific member who is currently on the follow-up list.
• Filter: Click the Filter (funnel) icon to filter your list by specific criteria, such as Age Group (e.g., only showing Kids).
• Notifications: Click the Bell icon to view urgent system alerts, such as upcoming student birthdays or members whose Stripe payments have recently failed.

[!NOTE] Membership Status Colors:

• Green: Active
• Blue: Trial
• Orange: Due Soon (a cash member's Paid Through date is within the next 7 days)
• Red: Payment Due, or a Stripe Issue (Past Due, Unpaid, etc.)
• Slate: Paused
• Gray: Canceled

3. Reaching Out to Absent Members

The Follow Up board is designed to let you contact students rapidly without having to navigate back and forth to their full profiles.

1. Look at the Contact column, pinned to the far right side of the roster.
2. Select the Email or Phone icons to immediately open your device's native email app or phone dialer and contact the student.

4. Logging Outreach Attempts

Once you've tried to contact a member, you should log the outcome directly on the board. The board tracks two dates—Contact Attempt (when you last tried to reach them) and Latest Contact (when you last actually reached them)—to ensure you don't double-text a student or wait too long between outreach attempts. There is no attempts counter.

1. Locate the member on the roster and click the Follow Up Status dropdown.
2. Select one of the following outcomes:
   • Yes: You successfully reached them. This stamps today's Latest Contact date and drops them off the list, and their status then shows N/A (the success is captured in the date). If the member has a scheduled follow-up, a Contact successful prompt appears first, offering to Also clear their scheduled follow-up; otherwise the success is logged immediately.
   • No: The attempt was unsuccessful (e.g., left a voicemail). This stamps today's date in the Contact Attempt column and keeps them on the list. It does not touch the Latest Contact date, and there is no counter.
   • Don't Contact: This permanently removes the member from all future follow-up lists (useful for members who explicitly asked not to be contacted).
   • N/A: Resets the outcome and updates the 'Contact Attempt' date. It doesn't change who appears on the list.

[!NOTE] When a member checks in, any scheduled follow-up is cleared automatically—they came back on their own.

5. Adding Context with Notes

The Note column displays a note saved on the member's profile. It's read-only on the board—you can't edit it here.

1. Click the member's row to open their profile.
2. Click Edit, then enter your note in the Notes (Optional) field.
3. Click Save. The note then appears in the Note column for your entire staff to see.