Booking analysis

Permission scope: EVERYONE

Booking questions were the single most-repeated question in an eighteen months block of analysed support tickets.

Give Alphie one member and one class and it works down the whole chain – membership, credits, validity dates, capacity, cutoffs, what the pack is actually valid for – and comes back with a verdict and the reasons underneath it. The value is in the reasons.

Example questions and prompts

• Why can’t Sarah book Thursday’s 6am?
• She’s getting “insufficient credits” and I don’t know why.
• How many credits has this member got left?
• Why has he got fewer credits than he should have?
• When does the next lot of credits arrive?
• Why did her credits expire?
• Are my memberships and credit packs set up right?
• Would this affect everyone on the same plan?

Tool/skill behaviour

• If several members cannot book, Alphie asks for one concrete example and diagnoses that, then offers to confirm with a second — because the cause is nearly always shared. It says that is what it is doing, so nobody thinks the wider problem was ignored.
• The gym-wide check reports what a new member on each plan would be given. An existing member keeps their own copy from the day they joined, so a clean result there does not mean every current member is fine.