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      Working Within Hubspot

      Below you can find our procedures for most standard transactions when working with prospects and members within FIT.

      1. PROSPECT COMPLETES FORM ONLINE.

      1. A new contact is created in Hubspot automatically.
      2. Their LIFECYCLE STAGE is automatically set to PROSPECT
      3. Their LEAD STATUS is automatically set to PROSPECT
      4. An automatic email is sent to the prospect through Hubspot with a link to our new booking page within the hours of 6am and 8pm. If it’s outside of those hours the email will queue up until 6am the next day.
      5. If they don’t book a tour from the email, a task to follow up will be created.
      6. If you can’t get in touch, leave a voicemail advising that you will follow up with an email. Send the prospect an email using the template Follow Up - Book Your FIT Lane Cove Club Tour if you are unable to get in touch with the prospect. 
      7. If the contact responds
        1. By Email - Respond and action their request if they are interested in booking a tour by booking a meeting.
        2. By Phone - Click on LOG CALL and add information regarding the phone call. Direct them to the email with their booking link to book in a tour.
        3. In Person - Click on NOTE and add the information that’s required. 
      8. See next 2.1 for next steps.

      2. PROSPECT BOOKS A CLUB TOUR.

      1. Once the prospect has booked a meeting either via the booking page or added manually via the MEETING button on their contact page their LEAD STATUS will automatically update to TOUR BOOKED the following will automatically happen within Hubspot.
        1. Their LIFECYCLE STAGE will also update to OPPORTUNITY.
        2. A meeting will be added to the lanecove@fit.com.au calendar.
      2. Prior to the prospect coming into the club, make sure to check their CONTACT page and see if there are any notes or information that may help in your club tour.
      3. If the prospect doesn’t want to sign up after the club tour then update their LEAD STATUS to TOUR COMPLETED.
        1. A task will be created to follow up.
      4. If the prospect isn’t interested and doesn’t want to be contacted, change their LEAD STATUS to NOT INTERESTED/UNSUBSCRIBE.

      3. PROSPECT WALKS INTO THE CLUB.

      If the member walks into the club and is within the hours of 8am and 7pm and you have time to accommodate please follow the following steps. If they walk in before the above times but you are able to accommodate then you can show them around, otherwise instruct them to go onto our website and complete our JOIN FIT form where they will be able to book a time.

      1. Present the prospect with an iPad and ask them to complete the ENQUIRY TO JOIN FORM so that their information can be added to Hubspot automatically.
      2. While they are completing the form, you can organise with your colleagues to look after the desk while you take the prospect around the club.
      3. Once you have completed the tour you will need to follow the next steps.
        1. If they join - see 4.1
        2. If they are undecided or not interested - see 2.3 or 2.4

      4. PROSPECT WANTS TO JOIN FIT.

      1. Follow the standard procedures and complete the necessary paperwork. 
      2. Once the member has left, update their LEAD STATUS to BECAME A MEMBER.
      3. Update the prospects MEMBER START DATE found within the CONTACT below LEAD STATUS.

      5. MEMBER WANTS TO CANCEL.

      When a member has requested to cancel their membership and they have completed the Cancellation Request form a ticket will be created in Hubspot. This is where we will be able to review and monitor all cancellation requests moving forward. You will be responsible for making sure that you have CLOSED the ticket only once the cancellation request has been approved and actioned. 

      1. You will receive an email, phone call or face to face request from the member requesting to cancel.
        1. If email or phone - send member the templated email Cancellation Request.
        2. If in person - follow the standard procedures and complete the necessary paperwork.
      2. Once the member has completed the Cancellation Request form an email will come through Hubspot’s INBOX and a TICKET will be created. 
      3. Follow the standard process and procedures and complete the necessary paperwork.
      4. Once the cancellation request has been actioned update their LEAD STATUS to CANCELLED.
      5. Update the TICKET STATUS to CLOSED.
      6. Within the member’s CONTACT page, email the member with confirmation that their membership has been cancelled using the template Cancellation Finalised through Hubspot’s INBOX.
      7. Make sure that you also update the MEMBER CANCEL DATE which can be found below the LEAD STATUS.

      6. MEMBER SIGNS UP ONLINE (LINKS).

      The following steps will need to be completed once you receive an email from Links advising of a new online member.

      1. Receive the new member through Links as per usual.
      2. Add the new contact into Hubspot through our website ENQUIRY TO JOIN FORM
      3. Update their LEAD STATUS to BECAME A MEMBER.
      4. Update the prospects MEMBER START DATE found within the CONTACT below LEAD STATUS.