How should your team follow up with new leads in ClubReady?

This guide is for the team that works leads in ClubReady every day. It covers the routine: who owns a new lead, what the first attempt looks like, how attempts and bookings are recorded, and what to review each week. For how Fynso itself connects to ClubReady, read the ClubReady integration page.

Who owns a new lead when it lands in ClubReady?

In many studios, ClubReady is where leads land: web forms, ad leads, referrals and walk-ins entered at the front desk. Check which sources actually feed your location, and whether any arrive somewhere else first, such as a website inbox or an ad account.

Then write down three things. Who checks for new leads on each shift. Where they look, using a view or report your team already works from. And who covers leads that arrive after close or while the only person on shift is on the floor. Without a named owner, nobody is responsible for the first attempt.

What should the first attempt look like?

Set a first-attempt target for staffed hours and approved contact hours, then measure it. The guide to calling a new lead has an example target, a twenty-second first call and a follow-up cadence to adapt.

Make the first attempt from the lead's record, so the call or text and its outcome sit where the next shift will look. If the call is not answered, a short text in a person's name, naming the studio and the request, gives the lead a way to reply.

How should attempts be recorded?

Agree what counts as an attempt before anyone starts counting: a dial, a text, or both, and whether automated messages count. Log each attempt on the lead's ClubReady record with its outcome: no answer, left a message, spoke, booked, asked to stop.

Consistent logging is what makes the lead list readable. It also makes response time measurable later, using the definitions in the lead response time guide. A lead with no logged attempt might have been called and not recorded, so check with the team before treating it as unworked.

How do you book the intro session?

Check the schedule before offering a time. Offer two specific open times, book the one the person picks while you are still talking or texting, and confirm it in writing. Do not describe a session as booked until it is on the schedule.

If no suitable time is open, say so and offer the next realistic option rather than a time that will need to be moved.

What about confirmations and no-shows?

Send a confirmation that asks for a reply, record the answer on the booking, and follow up the same day if the session is missed. The no-show guide covers the measurement and the healthcare research behind these steps, and the intro-session show rate guide covers how to calculate attendance for first visits.

When should a person take over?

Write down which questions always go to a named person: price exceptions, complaints, medical questions, a request to speak to someone, or anything outside the answers your location has approved. Record the reason for the handoff on the lead's record, so the person picking it up does not have to ask the customer to repeat themselves.

What should happen when someone asks you to stop?

Stop every channel for that person and record the request on their record, where everyone at the location can see it. If your brand shares leads across locations, make sure the request is visible wherever the same person could be contacted again. Check your messaging rules and consent requirements with the people responsible for compliance.

How do you compare follow-up across ClubReady locations?

Use the same written definitions at every location, the same month, and the same five numbers: leads received, leads with at least one attempt, median time to first attempt, leads that booked, and booked leads that attended. The guide to finding follow-up gaps across locations shows how to read that table without jumping to a cause.

How do you know whether it is working?

Review two numbers weekly: leads with no logged attempt, and the median time to first attempt. Review bookings and attendance monthly. Compare counts as well as rates, and note changes in lead volume, sources and staffing that could explain a shift.

Where does Fynso fit?

If the gap you found is leads waiting for a person who is busy or off shift, Fynso's lead follow-up is live in supported ClubReady configurations. It works through the location's ClubReady admin access to follow up with new leads by text and phone within the contact hours and cadence your location approves, book against the location's real ClubReady availability, hand the conversation to a named person with its history, and record each action, with bookings checked against ClubReady. The team confirms your setup and access before anything goes live. The ClubReady integration page describes what Fynso reads and writes.