Setting an Automated Follow-Up Schedule for PT Clients

This knowledge base article will explain how Personal Training Managers can use InTouch Follow-Up to define a pre-set call plan for trainers to follow up with clients and set up automated emails and/or text messages to be sent on behalf of trainers.

Health clubs focus on engaging members in personal training services to help them achieve their fitness goals. Since a large component of personal training is for the trainer to build a relationship with their clients, best practices are for trainers to schedule future tasks after a PT session and then personally follow up with each client.

However, InTouch Follow-Up also provides Personal Training Managers with the ability set up automated emails and text messages that are sent on behalf of trainers to their PT clients. PT Managers can also define a pre-set call plan for personal trainers so they are reminded to call their clients and follow up on specific days.

Sending Automated Emails and Text Messages to PT Clients:

As a PT Manager you can set up automated emails and text messages to be sent to PT clients on specific days once they become a Personal Training Client. These emails are a great way for your club provide additional health and fitness tips to PT clients and can be sent on behalf of your trainers.

To set up automated emails and text messages for PT Clients: 

1. Click on the Follow-Up tab > Personal Training follow-ups
2. Click on the PT Clients group at the bottom of the screen
3. Click on 'New Email' or 'New Text Message' under Follow-Up Links
   
   
    
4. For a New Email:
   1. Add your content in the body of the email and insert merge fields as needed
   2. Select 'Owner Name' and 'Owner Email' in the 'From Name' and 'From Email Address drop downs
   3. Enter a subject for the email
   4. Enter the day you want the email to be sent
   5. Set the email status to be 'On'

   6. Send a test email to preview the email (note the preview names and links are dummy data for preview only)

   7. Save your changes
      
      
      NOTE: We have added some default email content to give you some ideas of value-add info for your PT clients. You may also choose to edit one of these automated emails instead of creating new ones.
       

5. For a New Text Message:

   1. Add your content. You will be able to select merge fields as well as add text.

   2. Enter the day you want the text to be sent.

   3. Change your status to 'On' (or keep Off until ready for text to start sending automatically).

   4. Click Save. Your text message follow-up will be sent between 3-4:30pm of the day you select. (This means it's best to set Day 2 as the first day for any text follow-up).
      
       

Setting Up Follow-Up Phone Call Reminders for Personal Trainers:

As a PT Manager, if you find that your trainers are not scheduling their own calls and tasks to remind themselves to follow up with their clients, you can set up follow-up call reminders and have a pre-set call plan for your trainers.

To set up your automated call reminders:

1. Decide on the days you want your personal trainers to call their clients after they become a PT client
2. In InTouch Follow-Up, click on the Follow-Up tab > Personal Training follow-ups
3. Click on the PT clients group at the bottom of the screen
4. Click on 'New Call' under Follow-Up Links
   
   
5. Enter the day you want trainers to call their clients
6. Change the status to be 'On'
7. Save your changes
   
   
   
   
8. Reminders for these calls will appear on your personal trainers' Agenda in InTouch Follow-Up on the day they are due to be completed.

Set Up Personal Trainers as Lead Owner for PT Client

If you are setting up automated emails, text messages and phone call reminders, your trainers need to be set as as the lead owner for all their PT clients. This is especially important if your PT sales person is different from your trainers. 

To set a trainer as the lead owner for their client:

1. Search for the PT client > PT Clients
   
   
2. Click on the PT client's name
3. In the Lead Owner drop down select the client's personal trainer
4. Save changes
   
   

This will ensure that all email and text messages are sent on behalf of each client's trainer and that phone call follow-up tasks appear on your trainers' Agendas.