How To Call "Lost Sheep"
We love our members!
When people join Stretch Zone they hope for a better life full of free movement, energy and knowing they are taking good care of themselves. But the best intentions sometimes fall away, and procrastination or feeling too busy can keep them from booking on their own, especially in the beginning. Our job is to help them develop the HABIT of health.
Definition:
When a member has stretch credits available in their account but not yet scheduled (shown as green in their profile bar chart), then we refer to them as a "lost sheep". We seek to help them find their way back (to our schedule!). Stretch Zone corporate refers to these as "pre-cancelled members" because people that don't use their credits will shortly cancel memberships, resulting in a loss to the studio. So helping schedule as many sessions as possible ahead helps us both!
Lost Sheep steps:
Pull up lost sheep report (reports>members>lost sheep>run report for at least 4 weeks or more)
Right click on top member name in list>open link in new tab (this will go straight to members page without losing lost sheep report so you don't have to keep going through previous steps after every contact).
1) member main page
2) Click/check "invoices/payments/refunds/transaction ledger" - make sure there are no past dues and they are not on a Freeze (if past due or frozen, skip till caught up)
3) click on sessions available box and make sure sessions don't/wont expire within 1 week or that sessions are not on hold (if you believe sessions should not be on hold set task for LSA to look into it). MAKE SURE if sessions expire soon, you DO NOT offer session times past the expiration date.
4) quickly glance through call logs and texts to make sure there are no "negative" convos that would make the member not want to be contacted - use your best judgment here (can set a task for LSA if not sure).
5) Sometimes a session will already be booked for the future, while glancing at the text feed also be sure they don't already have a session scheduled.
6) While glancing through calls/texts make sure you are not contacting them more than twice in a week.
6) proceed with lost sheep call/text. ALWAYS attempt to phone call first to continue to build that connection to our staff/studio and help them FEEL that we care about them and their goals!
Lost Sheep Do's & Don'ts:
DO NOT start a message/call by telling them how many credits they have left, especially if it's more than 10. This causes anxiety unnecessarily and may inhibit them from wanting to come in or prompt them to cancel.
A good simple text would be something like: "we haven't seen you in a while, can I help you get scheduled to make sure you keep meeting your goals?"
It also works well to glance at the schedule for the next 2 days and offer specific times they could come in, this takes the thinking out of their hands and makes scheduling easier, it also fills up white space for practitioners. Example: Hi, Stretch Zone here, we have some last minute availability tomorrow between 11am-1pm and Thursday between 5-7pm, want to snag a spot before they book up?"
If in a response they ask how credits they have left and this number is under 10 go ahead tell them (especially if they are in cancellation, if you don't know how to find this info ask your LSA). If it's over 10, set a task for LSA to look into it and reach out if necessary.
ANY responses about billing/financially related, let them know a studio lead will reach out to them with that info in the next 2-3 business days, see if you can get them scheduled in the meantime.
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