Who should I be talking to?

Permission scope: EVERYONE

This tool provides valuable insight and guidance regarding the members to whom you should be reaching out, and the reasons for that.

At risk is the nightly behaviour score – who is drifting. Hasn’t been in is plain absence, and says nothing about why. These two questions are asked in nearly the same words and have materially different answers, so Alphie is deliberate about which one it reaches for. The rest are moments with a date attached: a trial running out, notice handed in, a pause due to end, a birthday, a coaching review falling due, a member with no way to pay.

Example questions and prompts

• Which of my members am I at risk of losing?
• Who should I be ringing this week before they quit?
• Who hasn’t been in for a month?
• Have any of our new members not been in yet?
• Whose trial ends this week?
• Who is coming to the end of their free period and hasn’t signed up yet?
• Has anybody handed in their notice recently?
• Who left in July and what reasons did they give?
• Who is on pause at the moment? Is anyone due back this week?
• Who hasn’t come back after their pause?
• Whose birthday is coming up in the next fortnight?
• Which members haven’t we spoken to for months?
• Who is due a check-in?
• How many of my members haven’t got a payment method set?

Worth knowing

• A team member gets their own mentees; a manager gets the gym. Same question, same words, different list – and the answer says which it gave, so nobody reads a personal list as a gym-wide one.
• “Who hasn’t come back after their pause?” is the one people do not think to ask. A pause that ended weeks ago and was never followed by a visit is an unnoticed leaver, and nothing in the product puts those in front of anybody.
• A check-in is a coaching review, not a visit. A member can be in four times a week and be months overdue a conversation. The two questions sound alike and Alphie keeps them apart.
• A leap-year birthday shows on 28 February – the same day the gym’s own birthday automation uses, so the card and the list agree. Alphie says so when it happens, because otherwise it looks like a bug.
• A bank mandate beats the payment method on the membership. A member set to “cash” who has signed a Direct Debit is collected by Direct Debit, and a member paying for a relative is covered by the payer’s mandate. Alphie works that out rather than reading the field.
• Where a flag fires on nearly every member, it is describing the gym’s set-up, not its members. A gym that has never used check-ins has every member “overdue” one; a gym that does not collect par-Qs has everybody outstanding. Alphie carries the denominator and says which it is – “only 3 of this gym’s 140 members have ever had a recorded check-in, which looks like a gym that does not run them rather than one that has fallen behind”. Read that sentence out; it is the difference between a useful list and an accusation.
• These are lists to work from, not exports. The spreadsheet is capped, and where it is, both the reply and the file say so and say how many there are in total.