Setting an Automated FollowUp Schedule for PT Leads

This knowledge base article will explain how Personal Training Managers can use InTouch FollowUp 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.

Personal Training Lead FollowUp

PT Managers have the ability to set up automated emails and text messages plus set an automated call schedule to PT Leads based on whether that lead has booked a PT Sales Appointment, completed that appointment, or didn't show up for that appointment. As a value-add, we've included our best practice schedule and content for the new groups. All you need to do is review it and enable it!

This feature assumes that your club offers every new PT Lead an introductory/trial PT session/orientation or PT Sales appointment and allows you to adapt the content of your follow-up messaging and schedule based on whether they have booked, showed up or completed this introductory PT session.

Personal Training Life Cycle Groups

When you go to the FollowUp tab > Personal Training follow-up schedule in InTouch Follow-Up, you will see the new life cycle groups at the bottom of the screen. These new groups allow you to set a followup schedule for your PT leads based on their PT Sales Appointment status. 

The Life Cycle groups are as follows:

• No Appt: Any PT Lead that has not scheduled or completed a PT Sales Appointment. A PT Lead that that had an appointment and cancelled it prior to the day of the appointment will also go back into this group.
• Appt Booked: Any PT Lead that has scheduled a PT Sales Appointment, but has not yet completed (or cancelled) that appointment.
• Appt Completed: Any PT Lead that has completed a PT Sales Appointment, but has not yet purchased a PT package
• Appt No Show: Any PT Lead that didn't show up for their PT Sales Appointment.

 Email and Text Message FollowUp for PT Leads based on PT Sales Appointment status

With the new PT Lead lifecycle groups, PT managers can now set up automated emails and text messages to be sent to PT leads on specific days based on the status of their PT Sales Appointment. This additional followup allows for a more customized message to your PT Leads. 

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

1. Click on the FollowUp tab > Personal Training followups
2. Click on the desired PT Lead lifecycle group at the bottom of the screen
3. Click on 'New Email' or 'New Text Message' under FollowUp Links
   
   
   
   
4. For a New Email:
   1. Add your content in the body of the email and insert merge fields as needed
   2. Select a 'From Name' and a "From Email Address' in the drop-down menus. We recommend these come from the PT Lead Owner.
   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
      
      
      
       

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)
      
      

New Phone Call FollowUp Reminders for PT Leads

As a PT Manager, you can set up separate follow-up call reminders based on appointment status and have a pre-set call plan for your trainers.

To set up your automated call reminders:

1. Click on the FollowUp tab > Personal Training follow-ups
2. Click on the desired PT Lead lifecycle group at the bottom of the screen
3. Click on 'New Call' under FollowUp Links
   
   
   
   
4. Enter the day you want trainers to call their clients
5. Change the status to be 'On'
6. Save your changes
   
   
   
   Reminders for these calls will appear on your personal trainers' Agenda in InTouch Follow-Up on the day they are due to be completed.
7. A best practice example of how to use this feature is to set a call for Day 1 after an Appt No Show - so that your PT Sales person contacts the PT Lead who did not show up for an appointment and attempts to reschedule them.

Auto-close overdue PT Sales Appointments

Normally, if you don't mark an appointment as Showed-Up, Cancelled or Rescheduled, the appointment will sit in your Overdue Tab for up to 7 days before it is automatically closed. To take advantage of the No Show appointment group as soon after the scheduled appointment as possible, we recommend enabling the new "Auto-close overdue PT Sales Appointments" setting. This new setting will automatically close any PT Sales Appointment that is left as Open at the end of the day and move that PT Lead into the No Show group. 

To enable this setting:

1. Go to Admin > Club
2. Click on Edit
3. Find Appointment Settings (center column)
4. Under Auto-close overdue PT Sales Appointments, click Yes
5. Save