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.

Select Follow Up (clipboard icon) from the left navigation menu.
Select the Settings (gear) icon at the top of the page.
Enter the number of Days Absent you want to use as your baseline (e.g., 14 days).
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 (Subscribed)

Light Blue: Trialing

Orange: Paused

Red: Issue (Past Due, Unpaid, etc.)

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.

Look at the Contact column, pinned to the far right side of the roster.
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 system automatically tracks your Contact Attempts counter and your Latest Contact date to ensure you don't double-text a student or wait too long between outreach attempts.

Locate the member on the roster and click the Follow Up Status dropdown.
Select one of the following outcomes:
- Yes: You successfully contacted them. If the 'Latest Contact' date is recent, they will be removed from the list.
- No: The attempt was unsuccessful (e.g., left a voicemail). The system will increase your 'Contact Attempt' counter, update the 'Latest Contact' date to today, and keep them on the list.
- 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: Removes the member from the list without counting it as an attempt.

5. Adding Context with Notes

If you need to remember specific details about a member's situation for your other coaches to see, use the Note column.