We have compiled a number of scripts to help support you in providing world class customer service.
- FIRST CONTACT WITH GUEST PASS PROSPECT
- FOLLOW UP WITH GUEST PASS PROSPECT
- WEBSITE FORM COMPLETED BUT HAS NOT SELECTED A TIME
- CLUB TOUR BOOKED AND SCHEDULED
- CLUB TOUR BOOKED BUT WAS A NO SHOW
- CLUB TOUR COMPLETED BUT DIDN'T JOIN
- FOLLOW UP CLUB TOUR COMPLETED BUT DIDN'T JOIN
- ONE DAY AFTER JOINING THE CLUB
- TWO WEEK CHECK IN WITH A NEW MEMBER
FIRST CONTACT WITH GUEST PASS PROSPECT
Here’s a follow-up phone script for the concierge to use when calling a potential member who visited the Club on a Guest Pass. The tone should be warm, personable, and informative, emphasising the premium experience FIT offers.
Concierge: "Hi [Potential Member's Name], this is [Your Name] from FIT [Club Location]! How are you today?"
Wait for Response
Concierge: "I’m calling to follow up on your recent visit to FIT on our Guest Pass. We hope you had a great experience during your time and enjoyed a full session with us. What did you train during your session?
Pause to listen and engage with their feedback. If they mention something positive:
Concierge: "That’s fantastic to hear! There is no doubt we have all the options to hit your potential fitness goals."
If they provide constructive feedback:
Concierge: “Thank you so much for sharing that with us. We’re always looking for ways to improve, and your feedback is really valuable."
Highlight Benefits:
Concierge: "Since you’ve had a chance to try our facilities, I wanted to see if you have any questions or if you’re interested in learning more about our membership options. We have some exclusive benefits for members, including access to all of our studios, personalised support from our expert trainers, and membership also includes our NURTURE which includes an infrared sauna, steam room, Ice bath and traditional sauna."
Address Potential Concerns:
Concierge: "I understand that making a decision can take some time, but I’d love to chat about how we can help you reach your fitness goals. Whether it’s more personalised training, access to our Reformer Pilates, or even booking in with one of our trainers to complete the Inbody Scan to set some overall goals."
Create Urgency:
Concierge: "And just to let you know, we’re currently offering a special joining package that includes [insert offer details here—e.g., discounted joining fees, complimentary personal training sessions, etc.]. This is a great way to jumpstart your fitness journey with us!"
Close the Conversation:
Concierge: "Would you like to schedule a time to come back and discuss membership options in more detail? I’d be happy to book you in for another tour or answer any additional questions you might have."
If Yes: Concierge: "Perfect! Let’s get that booked in for you."
If No or Undecided: Concierge: "No problem at all! I’ll send you a quick follow-up email with some more information, and feel free to reach out whenever you're ready. We’d love to have you as part of our FIT community!"
Wrap-Up:
Concierge: "Thank you again for visiting us, [Potential Member's Name]. Have a fantastic day, and we hope to see you again soon!"
FOLLOW UP WITH GUEST PASS PROSPECT
Concierge: "Hi [Potential Member's Name], this is [Your Name] from FIT [Club Location]. How are you today?"
Acknowledgement & Recap:
Concierge: "I just wanted to follow up with you since we last spoke about your visit to FIT. I hope you’ve had some time to think about your experience and how we can support you in reaching your fitness goals."
Reinforce the Benefits of Membership:
Concierge: "FIT is more than just a gym—it’s a community of people dedicated to improving their health and well-being. Joining FIT, you will be surrounded by like minded members, focussed on improving not just their fitness but also their attitude towards a total healthy lifestyle."
Highlight the Offer:
Concierge: "And right now, we’re offering a special membership package that includes [insert offer details—e.g., no joining fee, extra personal training sessions, or other perks]. This is a fantastic opportunity to join the FIT community and start your fitness journey today."
Address Any Concerns or Objections:
Concierge: "I understand that making a decision can take some time, but I want to make sure you’re able to take advantage of this offer while it’s available. If you have any questions about the membership, the facilities, or how we can support you, I’m happy to answer them!"
If they express hesitation (e.g., time, cost):
Concierge: "I completely understand, [Potential Member's Name]. Our goal is to ensure that you feel confident and comfortable with your decision. Many of our members initially had similar concerns, but once they experienced how FIT enhances their lifestyle and helps them achieve results, they found it to be a valuable investment in their health and well-being."
Create a Sense of Urgency:
Concierge: "This offer is only available for a limited time, and I would love to see you take advantage of it before it expires. You’ve already experienced what makes FIT unique—now let’s take the next step and get you started on achieving your goals."
Ask for a Decision:
Concierge: "What do you think? Would you like to secure your spot as a member and enjoy all the benefits we offer?"
If Yes: Concierge: "That’s great! Let’s get you set up. I’ll guide you through the next steps."
If they’re still hesitant: Concierge: "I completely understand. Why don’t I send you a follow-up email with more details about the membership offer and some additional information on how we support our members? That way, you can review it at your own pace. Of course, feel free to call or email me if you have any questions."
Wrap-Up:
Concierge: "Thank you so much for your time, [Potential Member's Name]. I’m really excited about the possibility of you joining our FIT community. Have a wonderful day, and I look forward to hearing from you soon."
WEBSITE FORM COMPLETED BUT HAS NOT SELECTED A TIME
Here’s a brief phone script for the FIT Concierge team to follow up with a potential member who has completed the online tour form but has not yet booked a time to visit the Club. The goal is to encourage them to schedule a visit and experience the club firsthand.
Concierge* "Hi [Potential Member's Name], this is [Your Name] from FIT [Club Location]. How are you today?"
Connection & Acknowledgement:
Concierge: "I’m reaching out because I noticed you recently completed the online form to schedule a tour of FIT. That’s great! I just wanted to help you book a time to visit the club and experience everything we have to offer firsthand."
Highlight the Value of the Visit:
Concierge: "We’re really proud of our world-class facilities, studios, and fitness services. I’m sure you’ll love seeing it all in person. During the tour, you’ll have a chance to explore the different areas of the club, we can organise a trainer to be on hand to help discuss how you see yourself training at FIT, and experience the culture and atmosphere of FIT."
Encourage Scheduling the Visit:
Concierge: "We have a few spots available for tours over the next few days. Would you like to schedule a time that’s convenient for you to come in and take a look around?"
If Yes: Concierge: "Fantastic! Let’s book you in for [suggest available times or confirm their preference]. I’ll send a confirmation with all the details."
If No or Still Unsure: Concierge: "No problem at all! I can send you some additional information about the club and the membership options so you can review them before deciding on a time to visit. And of course, feel free to reach out if any questions come up!"
Wrap-Up: Concierge: "Thank you so much for your time, [Potential Member's Name]. We’re looking forward to welcoming you to FIT and showing you around! Have a great day."
CLUB TOUR BOOKED AND SCHEDULED
Here’s a phone script for the FIT Concierge team to congratulate a potential member on booking a tour of the club and confirming their day and time. The tone is warm, welcoming, and designed to create excitement for their upcoming visit.
Concierge: "Hi [Potential Member's Name], this is [Your Name] from FIT [Club Location]. How are you today?"
Congratulate and Acknowledge Their Booking:
Concierge: "I’m calling to say congratulations on booking your tour of FIT! We’re really excited to welcome you to the club on [day of the week], [date] at [time]."
Create Anticipation and Excitement:
Concierge: "You’ve made a great decision to check us out, and I think you’re going to love what you see. During your visit, we’ll show you around our wonderful Club, introduce you to some of our trainers, and give you a feel for how we can help you achieve your fitness goals."
Reassure and Prepare for the Visit:
Concierge: "We’ve got everything prepared for your visit, so there’s nothing you need to do beforehand. Just bring yourself, and we’ll take care of the rest!"
Offer to Answer Questions Before the Tour:
Concierge: "If you have any questions before your tour, or if there’s anything you’d like to know in advance, feel free to reach out. We’re here to make sure your experience is amazing from the moment you step inside."
Closing:
Concierge: "Once again, congratulations on taking this step! We’re really looking forward to meeting you in person on [day and time]. Have a great day, and we’ll see you soon!"
CLUB TOUR BOOKED BUT WAS A NO SHOW
Here’s a phone script for the FIT Concierge team to use if a potential member does not show up for their scheduled tour. The goal is to be understanding and proactive, offering an easy opportunity to reschedule and reaffirming the value of the visit.
Concierge: "Hi [Potential Member's Name], this is [Your Name] from FIT [Club Location]. How are you today?"
Acknowledge the Missed Tour and Show Understanding:
Concierge: "I noticed you weren’t able to make it to your scheduled tour of the club on [date]. I completely understand that things come up unexpectedly—life can get busy!"
Express Continued Enthusiasm:
Concierge: "We were really looking forward to showing you around, and I still think you’ll love what we have to offer here at FIT. I’d be happy to help you reschedule for another time that’s more convenient for you."
Encourage Them to Rebook the Tour:
Concierge: "We have availability for tours later this week or next—would you like me to help you book a new time to come in? I’m sure we can find something that fits your schedule."
If Yes: Concierge: "Fantastic! Let’s get you booked in for [suggest available times or confirm their preference]. I’ll send you a confirmation with all the details again."
If They Are Still Hesitant or Need More Time: Concierge: "That’s totally fine! I can send you some more information about the club and membership options in the meantime, and whenever you’re ready, we can set up a tour. We’re here to support you whenever it’s the right time for you."
Close With a Friendly Reminder:
Concierge: "Thank you so much for your time, [Potential Member's Name]. We’d love to welcome you to FIT and show you all the amazing things we have to offer. Let me know whenever you’re ready, and we’ll be here to make it a fantastic experience for you. Have a great day!"
CLUB TOUR COMPLETED BUT DIDN'T JOIN
Day 2: Personalised Outreach
Concierge: "Hi [Potential Member's Name], this is [Your Name] from FIT [Club Location]. How are you today?"
Initial Connection:
Concierge: "I’m just following up after your recent tour of FIT. I wanted to check in and see if you had any questions about the club, or if there was anything you needed clarification on as you think about your decision."
(Engage based on whether they ask questions or provide feedback. If positive feedback is provided, acknowledge it and move forward. If there are questions or concerns, address them first.)
Reinforce Key Benefits:
Concierge: "We know that choosing a club is a big decision, and we’re here to support you in finding the right fit. I just wanted to remind you of some of the unique benefits of joining FIT. As a member you have access to everything, all part of the one membership. That’s over 250 classes per week and access to the Club 24/7. When joining FIT, you are joining a Club that gives you your space and experience to enjoy your entire fitness journey."
Personalise the Pitch:
Concierge: "During your tour, you mentioned [insert any specific interests they expressed—e.g., being interested in Reformer Pilates or loving the HIIT classes]. Our members who share your passion for [interest] often tell us how much it’s helped them stay motivated and reach their goals faster, thanks to the expert coaching and variety we offer."
Gauge Their Decision:
Concierge: "Have you had the chance to think about how FIT can fit into your fitness routine? I’d love to help answer any questions you may have as you’re considering your options."
If they express interest but are hesitant to commit immediately:
Concierge: "That’s completely understandable! We want to make sure you feel confident in your decision. Just so you know, we have some special membership offers available right now, and this would be a great opportunity to secure your spot as a member and take advantage of everything we offer."
Create Urgency:
Concierge. "These offers include [insert details of the current membership offer—e.g., waived joining fee, complimentary personal training sessions, etc.], and they’re available for a limited time. It’s a great way to get started and lock in some extra perks."
Ask for the Next Step:
Concierge: "What do you think? Would you like to come back to the club and start your membership so you can book your first session/class taking advantage of everything we have to offer at this great weekly rate?"
If Yes: Concierge: "That’s fantastic! I’ll schedule a time for you to come in, and we can get everything sorted so you can start right away."
If No or Still Unsure: Concierge: "No worries at all! I can send you an email with more information about the membership and the current offer so you can review it in your own time. Feel free to reach out if any questions come up. We’d love to welcome you to the FIT community whenever you’re ready."
Wrap-Up:
Concierge: "Thanks again for taking the time to tour the club, [Potential Member's Name]. We hope to see you again soon! Have a great day."
FOLLOW UP CLUB TOUR COMPLETED BUT DIDN'T JOIN
Here’s a second follow-up phone script designed for when a potential member has toured the club, received an initial phone call, but has not yet joined. The aim of this script is to reignite interest, emphasise FIT’s ongoing support, and encourage the potential member to take the next step toward joining.
Concierge: "Hi [Potential Member's Name], this is [Your Name] from FIT [Club Location]. How are you today?"
Friendly Check-In:
Concierge: "I hope you’re doing well! I just wanted to check in with you again, as we haven’t had the chance to begin your membership since your tour and our last conversation. I wanted to make sure you’re still considering joining us and see if there’s anything else I can do to help."
Reinforce the Value of FIT Membership:
Concierge: "I know it’s a big decision, and I completely understand if you’ve needed some time to think about it. I just wanted to remind you of some of the exclusive benefits we offer here at FIT, like unlimited access to our facilities, as well as an initial consultation with our Personal Trainer that includes a body scan to help set benchmarks and develop goals for you to chive in the short term as well as the long term"
Personalise the Benefits Based on Previous Conversations:
Concierge: "During your visit, you mentioned [insert specific interest or goal, e.g., you’re looking to improve strength, you loved the atmosphere of the studio classes, or you’re looking for a place that offers more one-on-one training]. We’ve had so many members like you achieve fantastic results through our [related service], and I really believe you’d love the experience here once you fully immerse yourself in it."
Address Potential Barriers:
Concierge: "If there’s anything that’s still holding you back from making a decision, I’d love to help address it. Whether it’s a question about scheduling, pricing, or specific amenities, I’m here to make sure FIT aligns with your needs."
Reignite Excitement and Create Urgency:
Concierge: "We also have our current membership offer still available—[insert offer details, e.g., waived joining fee, additional personal training sessions, or other perks]—which is a fantastic opportunity to get started on your fitness journey with added benefits. This offer is only available for a short time, and we’d love to have you on board."
Encourage the Next Step:
Concierge: "Would you be interested in coming back in to experience the club one more time or perhaps meet with one of our trainers to discuss the plan on how you will balance your lifestyle and training at FIT? I think it could be a great way to help you make the final decision."
If Yes: Concierge: "That’s fantastic! Let me schedule a time for you to come in, and we can make sure everything is set up for you."
If they’re still hesitant or need more time:
Concierge: "I completely understand, and I want you to feel confident in your decision. How about I send you a more detailed breakdown of our membership options and current offers so you can review it at your convenience? If you have any further questions, I’m always available to chat or meet with you."
Wrap-Up:
Concierge: "Thank you so much for your time again, [Potential Member's Name]. We’d love to have you join the FIT community when you’re ready, and we’ll be here to support you every step of the way. Have a wonderful day!"
ONE DAY AFTER JOINING THE CLUB
Here’s the phone script for the FIT Concierge team to warmly welcome a new member to the club, help them book their first session with a Personal Trainer, and offer any advice or answer questions. This call should be made the day after they join the club.
Concierge: "Hi [New Member's Name], this is [Your Name] from FIT [Club Location]. How are you today?"
Warm Welcome and Congratulations:
Concierge: "I just wanted to personally welcome you to the FIT family! Congratulations on joining us—we’re so excited to have you as part of our community. I hope everything went smoothly when you signed up and that you’re all set with your login details and access fob."
Pause for Response: (If they mention any issues, address them immediately and reassure them that they will be resolved.)
Booking Their First Personal Training Session:
Concierge: "Now that you’re a member, I’d love to help you get started on your fitness journey by booking you in for your first session with one of our expert Personal Trainers. During this session, they’ll work with you to creatine initial plan of training, including an inbody scan that will take around 5 minutes and it creates a report to set benchmarks off."
Suggest Times and Book the Session:
Concierge: "Do you have a preferred day or time in mind? We can find something that works with your schedule to get you started."
If Yes: Concierge: "Great! Let’s get that locked in for [confirm day and time]. I’ll send you a confirmation and all the details."
If they are unsure: Concierge: "No worries at all! We can always book it in later if that works better for you. Just let us know when you’re ready."
Offer Advice and Answer Any Questions:
Concierge: "I also wanted to let you know that we’re here to support you every step of the way. If you have any questions—whether it’s about classes, equipment, or anything else—don’t hesitate to reach out. I’d be happy to answer any questions right now if there’s anything on your mind."
Pause for Questions: (Answer any questions they may have and provide additional details if needed.)
Closing with Reassurance and Excitement
Concierge: "Once again, welcome to FIT! We’re really excited to see you in the club and help you achieve your fitness goals. If you need anything at all, feel free to give us a call or drop by the front desk. Have a fantastic day, and we’ll see you soon!"
TWO WEEK CHECK IN WITH A NEW MEMBER
Here’s a script for the FIT Concierge team to engage with a new member who has been at the club for around two weeks. The goal is to ensure they’ve settled in, offer further advice, and ensure they’re making full use of the club’s facilities and services.
Concierge: "Hi [New Member's Name], this is [Your Name] from FIT [Club Location]. How are you today?"
Check-In and Acknowledge Their Membership:
Concierge: "I’m just checking in with you since it’s been about two weeks since you joined FIT. I wanted to see how you’ve been settling in and make sure everything is going well for you."
Listen to their feedback and address any immediate concerns or comments.
Ask About Their Experience So Far:
Concierge: "How have you found the club so far? Have you had a chance to try out any classes or make use of our facilities? We always want to ensure our members are making the most of their experience with us."
If they mention enjoying certain aspects.
Concierge: “That’s fantastic to hear! It’s great that you’re enjoying [specific class, facility, or service they mention]. We’ve got so much more to offer, so if there’s anything you’re curious to try, I’d be happy to give you more information or help you book in for something new."
If they mention not using the club as much as they’d like or seem unsure:
Concierge: "That’s totally okay! It can take time to find a routine that works for you. If you’re interested, I’d love to help you explore more of what we offer. Whether it’s trying out a new class, booking another session with a Personal Trainer, or exploring other parts of the club, I’m here to make sure you’re getting the most out of your membership."
Offer Further Advice or Opportunities:
Concierge: "If you’re looking for any advice on how to make the most of your time at FIT, we can always set up another session with one of our trainers to update your fitness plan or recommend some new classes based on your goals. We want to ensure you’re having the best possible experience."
Encourage Questions and Provide Support:
Concierge: "Do you have any questions or is there anything you’re unsure about? I’d love to make sure everything is clear and that you’re feeling comfortable using all of the facilities."
Answer any questions they may have and offer further suggestions for classes, facilities, or services they might not have tried yet.
Concierge: "I’m happy we could check in today. Please don’t hesitate to reach out if you need anything at all. We’re here to help you every step of the way and make sure you’re having an amazing experience at FIT. Have a fantastic day, and I look forward to seeing you in the club soon!"