Overview
Club OS' re-interested features recognize when existing Prospects or Inactive Members become newly interested in your club and reprioritizes them for follow-up. Staff can easily distinguish re-interested leads and ex-members in Club OS with the re-interested badge that appears next to their names.
Activating the Re-Interested Leads Feature
To enable this feature, contact your account manager or support@club-os.com
Once the feature is activated for your club, you must first define the length of time that would need to exist between submissions for a prospect to be considered re-interested (the re-interested threshold). Depending on your club's settings, you may be able to set the threshold value at the club and/or location level. If you are an Admin in Club OS, follow these steps to set the re-interested threshold:
- Navigate to the Club Settings > Follow-Up Settings > Settings menu.
- The dropdown menu at the top of the page will allow you to switch between the settings for your club and location(s), depending on your access level.
- Admins with access to all locations can edit the Company-level setting; Admins with access to limited locations can view it.
- If any locations have been granted permission to create their own follow-up schedules, they will also be able to set their own re-interested threshold, if desired.
You can also read more about the Follow-Up Status Settings page here.
Activating the Re-Interested Inactive Members Feature
To enable this feature, contact your account manager or support@club-os.com. There is not a threshold to configure as any inactive member who submits their information to your club will automatically convert back to a prospect and begin the prospect workflow while maintaining their history.
How a Prospect or Inactive Member Becomes Re-Interested
When an existing prospect or inactive member resubmits their contact information via any of the following ways, Club OS will check to see if they qualify as re-interested:
- Digital Guest Waiver
- Web lead form
- Integrated HubSpot or Facebook LeadAd form
- Member referral
- Add Lead page
- Mass Lead Upload
For prospects, Club OS determines whether they are re-interested by comparing the days' difference between their two most recent submissions to the club or location's re-interested threshold. If the difference is equal to or greater than the threshold, the prospect is re-interested.
Some examples, using a club that has a 60-day threshold:
- Monika submits a web lead form on 6/1 and then again on 11/28. She is considered a re-interested lead because there were more than 60 days between her submissions.
- Xavier submits a web lead form on 6/1 and then walks into the club and fills out the DGW on 6/15. He is not re-interested because there were fewer than 60 days between his submissions.
Viewing and Following Up with Re-Interested Users
When a user becomes re-interested, a re-interested icon will be displayed next to their name. They will also have a note added indicating when and how they become re-interested, including the origin and marketing source they submitted (however, their account information will continue to display the origin and marketing source they were created with).
A re-interested user's follow-up will reset to Contact #1 of the status for the origin that re-interested them. For example, if a prospect was previously marked as Not Interested and archived, they will be un-archived and moved into their new follow-up status. Their follow-up will be transferred to the default salesperson in the case that their previously assigned follow-up person is now revoked or deleted. If the prospect then books an appointment or receives a guest pass, they will move into the appropriate follow-up status (but will retain the re-interested icon).
Some examples:
- Alana's follow-up status is Missed Guest #10 when she submits the club's web lead form and qualifies as re-interested. Her new follow-up status is Web Lead #1.
- Ben's follow-up status is Lead #6 when a member submits his information as a referral and qualifies him as re-interested. His new follow-up status is Referral #1.
- Saied is marked as Not Interested when he submits the Club's integrated Facebook Lead Ad form and qualifies as re-interested. His new follow-up status is Web Lead #1.
- Julia's follow-up status is Web Lead #15 when she submits the club's web lead form and qualifies as re-interested. Her new follow-up status is Web Lead #1.
- Kaley's follow up status is Inactive Member - Canceled #5 and she fills out a weblead form on your website, her new follow-up status is Web Lead #1
