How do I remove prospects/members from receiving follow ups?

If prospects or members no longer want to be contacted about membership or personal training, staff can choose to make them 'Not Interested'. This can be done from the follow up modal or directly in their profile. Upon making them 'Not Interested', they will exit their current status and be placed in the 'Not Interested' Status. This will remove them from current and future follow ups for either membership or personal training, depending on the follow up type when making them Not Interested. Reach out to support@club-os.com if this needs to be a bulk action for a group of users.

If a staff member's role is 'Club Admin', there will be 2 options for 'Not Interested'

• Not Interested (Archive)
  • Removed from Follow Up Workflow
  • Available for Direct Messaging
  • Available to Target in Marketing Campaigns
• Not Interested (Delete)
  • Soft Deleted

When moving a prospect/member into the Not Interested status a required field for 'Reason' will appear. The Reason is to assign the reason why they are not interested. This is beneficial to help understand why a prospect is not interested in joining or why a member no longer wants to be contacted and so that they are available to be targeted later based on the reason. Below are the lists of available reasons:

Prospects and Inactive Members

• Contact Info Invalid
• Seeking Employment
• Out of Area
• Solicitation
• Duplicate
• Joined Another Gym
• Stop Contact Request
• Already Has A Membership
• Test Account
• Unreachable/No Response
• Purchased Non-Membership
• Other
• Missing Amenity
• Class Schedule
   

Members

• Stop Contact Request
• Unreachable/No Response
• Duplicate
• Test Account
• Other
  
  

   

Viewing Not Interested Status and Reason

The reason will be displayed on the prospect/member's profile. 

You can filter by reason in User Search to find all prospect/members with a particular reason.

 To help make marketing, operational, or facility decisions based on why new prospects are not interested in joining Sales Performance > New Leads and Follow Up tabs can assist by providing information on the Not Interested Reasons.

New Leads will display a pie chart that shows how many new leads in total were marked as Not Interested and a breakdown per reason. In the detailed data, there will be 2 columns labeled 'Not Interested Reason' next to both the Membership Follow Up Status and PT Follow Up Status. If either status is Not Interested, there will be a value in the Not Interested Reason Column. 

If the outcome of a Follow Up was moving a prospect/member to the Not Interested status, this will be displayed in a column in the detailed data of the Follow Ups tab. 

How do I add prospects/members back into the follow up workflow?

Users in the 'Not Interested' status will remain in that status until staff manually select the'Make Interested' button in their profile. Once selected, the prospect or member will exit the 'Not Interested' status and move into the status that aligns with where they are in the workflow. For example, if a weblead is made Not Interested, they activate a guest pass and then staff select 'Make Interested', the prospect will exit the Not Interested status and move to Active Guest status. Reach out to support@club-os.com if this needs to be a bulk action for a group of users.

What if 'Not Interested' prospects end up joining?

For prospects that are marked as 'Not Interested' and then purchase a membership, Club OS can automatically remove them from the 'Not Interested' status and place them into the 'Member' status to begin member onboarding if the 'Automatically Exit Not Interested Status Upon Conversion' setting is enabled. This setting is enabled by default. This is only for prospects, not Inactive Members. If you would like to check your settings or request to enable/disable this setting, please reach out to support@club-os.com.