COLD LEAD PLAYBOOK
Welcome to the Cold Lead Playbook! This is your complete guide to converting cold leads into committed GluteHouse members. You’ll learn how to confidently follow up with potential members, answer common objections, and communicate what makes GluteHouse different in a way that resonates. By the end, you’ll have a clear, effective strategy to turn interest into action and help more people experience the results-driven training we offer.
INITIAL OUTREACH
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Hi [Name] – This is Dez from GluteHouse! I saw you filled out the form on our site, but we haven’t had the chance to connect yet. Are you still interested in learning about the GluteHouse membership experience? We can jump on a quick call, or I can send you a link to our On-Demand Video Consultation, which covers all the membership details.
Let me know which works best for you!
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Hey [Insert Name] - This is Dez from GluteHouse! I know you came in with {Insert Member Name} for a session a little while back and I wanted to reach out to see if you are interested in learning more about membership at GluteHouse.
If so, let me know and we can either jump on a quick call or get you set up with a Consultation. The Consultation can be in-person at the gym or on-demand remotely with a few videos!
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Answer them if they have questions that are easy to answer through text. If they are looking for an in-depth review, push for a phone call.
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We do things pretty differently from most gyms, which is why we’re able to get our members such great results! Do you have a few minutes to jump on a call later today or tomorrow?
“Hi [Name], this is Dez from GluteHouse! How are you?”
(Pause for their response and engage briefly.)
“How did you hear about us?”
(Engage with their answer, and if relevant, ask);
“What are you currently doing for your training?”)*
(Based on their answer about their current training, highlight why GluteHouse might be a better option or a great complement to what they’re doing.)
“Do you have any specific questions I can answer about the gym, or would it be helpful if I gave you a quick overview of how our program works?”
(If they ask questions that will be answered by the overview, say:)
“Let me give you a quick overview - it will answer your question, and then I’m happy to dive into anything else you’d like to know!”
GluteHouse Overview
“GluteHouse is membership-only, and the membership includes four workouts per week - two lower-body/glute workouts and two upper-body/ab workouts. These four workouts are designed for visual and aesthetic results, so you don’t need to do any other strength training besides the training you do with us.
We have start times every ten minutes during our operating hours, with up to two members per time slot. You’ll book your workouts through our app, and you can choose any available time that works for you. Once you arrive at the gym, you’ll start at Station 1 at your booked time, and then every ten minutes, you’ll move to a new station, completing six stations in total for each workout.
All the workouts are pre-determined, so before you even get to the gym, you’ll already know what movements you’ll be doing, how many sets and reps, and how to perform each movement as effectively as possible.
How we do this, is through our member app, before each workout - when you’re at home or at work, you’ll go into the app and watch a few videos about the movements you will be doing for each upcoming workout. The videos are us explaining how to do each movement as if you were at the gym for a personal training session.
Once you’re at the gym, there will always be a floor coach helping everyone during their training. The coach is here to answer any questions you have, improve your form, enhance your technique, help with weight selection, assist with machine setup, and provide tips on progressive overload. It’s basically like having a personal trainer on demand!
We definitely do things differently from most gyms, but it’s really what allows us to give our members such great results - but, if you have any questions, I am more than happy to answer them.”
(Pause to answer their questions.)
“All of our potential members come in for a Consultation. During the Consultation, we’ll go over the program in more detail, give you a tour of the gym, show you how to navigate the GluteHouse app, and if you decide to sign up during the Consultation, we’ll give you a discount on your first month of training with us!
If you know your availability we can get you scheduled now, over the phone or I can send you the link to our calendar, and you can book a day and time that works best for you.”
If they want to book now: Work with their schedule to find a good day/time.
“Great, as soon as we get off the call, I will get that booked for you and you will get an email confirmation. I’ll send you a text on [insert day] to confirm your appointment, along with a link to parking directions and how to find our front door. Very much looking forward to meeting you on [insert day of consultation]!”
If they’re unsure of availability:
“Great, as soon as we get off the call, I will text you the link to the calendar. I’ll keep my eyes open for your Consultation confirmation to come through and then text you the day before to confirm your appointment, along with a link to parking directions and how to find our front door.”
(Right after the call, send them the following text);
Pleasure chatting with you, here is the link to the calendar. If you have any other questions or don’t see a day and time that works for you, shoot me a text or give me a call!
www.glute-house.com/schedule-consultation
COLD LEAD: INITIAL PHONE CALL SCRIPT
“Hi [Name], this is Dez from GluteHouse! How are you?”
(Pause for their response and engage briefly.)
“When did you come in with [member’s name]?”
(Acknowledge their response.)
“Awesome! How was the workout?”
(Engage based on their feedback.)
“Do you have any questions I can answer about the gym?”
(Answer their questions as needed. If their questions are related to becoming a member, transition to the next section.)
“If you’re interested in moving forward with a membership, we usually have all potential members come in for a Consultation to go over the program in detail, give a tour of the gym, and get the membership set up.
But since you came in with [member’s name], the Consultation is really more of a Member Orientation. It’s a quick session where we go over a few membership details and make sure you’re comfortable navigating the Member’s App.”
“If you know your availability, we can get you scheduled now over the phone. Or, if you’d prefer, I can send you the link to our calendar, and you can book a day and time that works best for you.”
(If they want to book now - work with their schedule to select a date and time.)
“As soon as we get off the call, I’ll get that booked for you, and you’ll receive an email confirmation. I’ll also send you a text on [insert day] to confirm your appointment along with a link to parking directions.
Do you want to do your first official session right after the Orientation?”
If ‘YES’;
“Perfect! As soon as we’re done getting your membership set up, we’ll get you into your first workout. I’m very much looking forward to seeing you on [insert day of Orientation]!” (Block the session time off in the app after the call.)
If they’re unsure of availability;
“No problem! As soon as we get off the call, I’ll text you the link to the calendar. I’ll keep my eyes open for your Orientation confirmation to come through and then text you the day before to confirm your appointment along with a link to parking directions.”
(Right after the call, send the following text);
Pleasure chatting with you! Here’s the link to the calendar: www.glute-house.com/schedule-consultation. If you have any questions or don’t see a day and time that works for you, feel free to shoot me a text or give me a call!
Do you want to do your first official session right after the Orientation?
If ‘YES’;
Perfect! When I text you the day before to confirm your appointment, remind me you want to do your first workout right after so I can block the time off for you.
GUEST PASS: INITIAL PHONE CALL SCRIPT
Example Calls
COMMON QUESTIONS
You will get some of these questions over the phone and during Consultations.
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“We have three different membership options - all of them give you access to the four workouts per week, the member’s app and the 3D Body Scanner in the gym. The price breaks are based on the commitment you want to make.
The month-to-month commitment is $219/month. The six month commitment is $199/month and the one year commitment is $169/month.”
(Include the following if you have not already explained the Consultation);
“All of our potential members come to the gym for a Consultation where we go over the program in a bit more detail, explain how we get our members such great results and give a tour of the gym. If you decide to sign up during the Consultation, we offer a discount on your first month of training with us.”
(Most people will not ask about the discount amount, but if they do);
“If you do the month-to-month commitment, your first month is $70 off. On the six month commitment, it’s $80 off your first month and on the one year, it’s $90 off your first month. So your first payment on the month-to-month would be $149. On the six month, it would be $119 and on the one year it would be $79.”
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“Not a full Consultation, it really becomes more of a Membership Orientation - just to explain a few membership details and make sure you are comfortable navigating the member’s app.
We can do the Orientation and then get you into your first workout right after.”
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“The two workouts per week are optimized for visual and aesthetic results. If you are pushing yourself appropriately, doing a third lower body workout with us would do more harm than good. We have actually converted a lot of people that used to do 3-4 lower body workouts per week to 2x per week because they started seeing better results.”
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“You can, all of our pricing is based on the lower body workouts, so you are essentially getting the upper body workouts for free. Most of our members religiously do the upper body workouts, some sprinkle it in as they want to and a few just come to us for their lower body training.”
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“All of the memberships include the four workouts per week, but all of our pricing is based on the lower body workouts, so you are essentially getting the upper body workouts for free. Most of our members religiously do the upper body workouts, some sprinkle it in as they want to and a few just come to us for their lower body training.”
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“Absolutely - we can set your activation date to whenever you want to start training.”
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“If you want to do additional training, you can, but you don’t need to. You definitely don’t need to do any other strength training - but a lot of our members will throw in a pilates class or two each week. Or if you love yoga or cycling or anything else you can add it in here and there. It can really be as simple as going on a long walk on the days you’re not training with us.
We are big fans of the combination of training at GluteHouse with a pilates class or two each week - our members that have done this combination have seen really incredible results.”
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“We have a bunch of members that travel frequently and you have a few options. If you have access to a gym when you travel, you can still follow the workouts in the app. If the gym doesn’t have the machines we have, you can always send us a message and we’re happy to give a few substitution suggestions. You can freeze your membership. You can freeze your membership for free, one time during the agreement - anywhere from 4-12 weeks.
If you need to freeze the membership more than once, you can for $15 per cycle. We then apply that fee as a credit to your next payment when you return, so you’re not losing out on that money.”
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“Monday through Friday, the first time of the day is 6AM. The last mid-day slot is 1PM, so we close from 2-4PM. The last start time on Monday, Tuesday and Thursday is 7:30PM, so we close at 8:30PM.”
“Wednesday evenings tend to get a little busier because it’s the last opportunity to do the ‘A’ workouts, before they switch over to ‘B’ on Thursday. The last start time Wednesday is 8PM, so we close at 9PM and on Friday the last start time is 7PM, so we close at 8PM.”
“On Saturday, the first start time is 8:30AM and the first start time on Sunday is 9AM. The last start time on both days is 1PM, so we close at 2PM.”
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“On the cycle-to-cycle membership, we require 7 days' notice during your first cycle. After your first cycle it’s 28 days notice. If you need to cancel the 6-cycle or one year membership before fulfilling the agreement, it’s 50% of the remaining agreement. I’ll show you where the Cancellation Request form is in the app.”
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“You can, but you definitely don’t need to. Most of our new members start mid-cycle and use the first few weeks to get the hang of the flow of the gym and focus on perfecting form, then when a new cycle starts, you are ready to hit the ground running with the Weekly Mindsets.
From your bill date, you get 16 workouts over 28 days, so it’s not like you are losing out on any sessions by starting mid-cycle. “
CONSULTATION SCRIPT
Introduction - Small Talk
“Hey [insert name] - I’m Dez, pleasure to meet you.”
“Find the gym ok?” → “The first time can be a bit tricky, but now that you’ve done it once, smooth sailing from here.”
“How did you find out about us?” → If a member referred them, ask the member’s name.
“What are you currently doing for your training?” → Based on answer:
“I go to the gym on my own” → “Yea, doing it on your own can be completely overwhelming. There is so much to figure out; what movements to do, am I doing the right combination of movements, are the machines I want to use going to be available, am I doing the movement right. The great thing is, we get to eliminate all of that from the equation, so you just get to focus on your training and it just makes for a much better and more enjoyable training experience.”
“I use ClassPass” → “Nice, what types of classes do you typically go to through ClassPass?” → “ClassPass can be great, but it doesn’t necessarily deliver the consistency with training we really need for visual results. A lot of our members come to us for their strength training and then keep a small ClassPass package if you want to do another workout or two throughout the week.”
“Pilates/Yoga” → “Love it, what studio have you been going to?” → “That’s great, we are huge fans of the combination of [pilates/yoga] and GluteHouse. We have a lot of members that come to us for strength work and then do a [pilates/yoga] class or two each week. The members that do this combination get wild results. It’s really the ultimate combination, so you are absolutely on the right track with considering adding GluteHouse into the training mix.”
Introduction - Consultation Overview
“Ok, so what are we going to do today…I am going to bring you through all the essentials; how our program works, how we get out members such good results and how we are different than most gyms, then I’ll show you around the gym; explain how the TVs work, point out some of the machines we use and then we can sit back down and go over some membership options and if you want to move forward, we will get you setup and you will be good to go!”
“Before I get into the essentials, any burning questions for me?”
If they have questions → answer them.
If they have questions that you are about to cover in the overview → “Let me bring you through the essentials, which will answer that question, and then if you have any other questions, I am more than happy to answer all of them.”
“I am going to throw a lot of information at you, I do not expect you to remember everything. This is really meant to be an introduction on how we do things. Anything you forget, that's what we are here for - we’ll going to fill in any gaps. And - stop me with any questions you have.”
Program Overview and Essentials
**Pointing to Visuals as you Explain**
“GluteHouse is membership only. Your membership includes both GluteHouse and ShredHouse sessions. GluteHouse are your lower body/glute workouts. ShredHouse are your upper body/ab workouts.”
“Your membership includes four workouts per week. Two GluteHouse, lower body. Two ShredHouse, upper body. GluteHouse is on this side of the gym (point to GH side), ShredHouse is on that side of the gym (point to SH side). Both GluteHouse and ShredHouse sessions run the same days, same times - so you have complete control on which day you do each. It’s not like Monday is lower body day for everyone and Tuesday is upper body day for everyone.”
“Your ‘A’ workouts, GluteHouse ‘A’ and ShredHouse ‘A’ are offered on Mondays, Tuesdays and Wednesdays. Come Thursday, the workouts change with new movements and your ‘B’ workouts are offered on Thursday, Friday, Saturday and Sunday. So, you would come in two of the three days of Monday, Tuesday and Wednesday and then two of the four days of Thursday through Sunday.”
If you sense confusion about ‘A’ vs. ‘B’ workouts → “Any questions about this? Sometimes can be confusing the first time you hear the weekly structure.” → Address confusion.
“We have start times every ten minutes during our operating hours, with up to two members per time slot. You go into the app to book your workouts and you will see times listed every ten minutes. Book whatever time you want for each workout and whatever time you book, you will start at Station 1 at that time.”
“Every ten minutes you will move to a new station, going through six stations total for each workout.”
“All of the workouts are pre-determined. Before you even get to the gym, you will know what movements you are doing, how many sets and reps and really how to do each movement as effectively as possible.”
**Move to Second Visual**
“How we do this is through our Member’s App. Before each workout, when you are at home or work, you go into the app for a few minutes and watch a few videos about the movements you will be doing for each upcoming workout. The videos are us, explaining how to do each movement as if you were here for a personal training session.”
“Then when you get to the gym, there is one floor-coach, helping everyone get through their training. Because you are already coming to the gym with a basic understanding from the videos, the Floor-Coach is able to help with the more important stuff; answering any questions you have, improving form, enhancing technique, helping you figure out how much weight to use, helping you setup a machine if you’re not sure how and giving you tips on implementing progressive overload.”
“Have you heard the term progressive overload before?”
If ‘yes’ → “Great!”
If ‘no’ → “Progressive overload is the idea that we need to continuously challenge ourselves as we get better at this stuff; that could be increasing weights, making a more aggressive mind-muscle connection, which is using the muscles we want doing the work, to do all the work. There are a bunch of different ways to implement progressive overload, and we are going to help you with that.”
“Any questions up to this point?”
“We run a cycle instead of a monthly membership and a cycle is a four week, 28-day block of training, approximately a month, just a few days shy of a month.”
“Each week of the cycle is strategically designed for visual and aesthetic results.”
“Your first two stations of each workout are called your main lifts. These are your bigger lifts like a hip thrust, lunge, squat or deadlift. Your main lifts will repeat and stay consistent throughout the cycle.”
“Your accessory lifts are more of your isolation movements like an abduction, kickback or 45-degree hyper… these will vary a little bit more through the cycle. When I show you around, I’ll point out the different machines we use for them. Your accessory lifts will be Station 3, 4, 5 and the Bonus Buy-Out, which is an optional 6th station.
On the ShredHouse side, the Bonus Buy-Out will be a conditioning/hiit piece, the only time we include cardio here. The Bonus Buy-Out on the GluteHouse side is usually a banded finisher. Put a band on, high reps, get a crazy pump from it. Its completely optional, if you have the time and energy, great do it. If not, no big deal…its not going to be the station that gets you to your goals that much faster or holds you back from your goals that much longer.”
“We are going to give you a Weekly Mindset for the strategy to implement from an intensity perspective for each week of the cycle. Week-1, start light and get your form just right. Week-4, you’re now comfortable with the movements we have been doing the last few weeks, so lets go all out and see how heavy we can go. We repeat this process each cycle to avoid plateaus and continually make visual progress.”
“Finally, in the same app you are able to track all your reps completed and weights used. The app will keep a full history of your lifts, so you’re able to see what weights you have used in the past, to make good decisions about what weights to use going forward.”
“Any questions I can answer?”
If ‘yes’ → answer them.
If ‘no’ → “Great, can I show you around the gym?”
Tour of GluteHouse
**Start on ShredHouse side**
“Right in this area in front of us is where we do the Upper Body/Ab workouts. ShredHouse is one person every ten minutes, instead of two people every ten minutes on the lower body side. ShredHouse is a little more of a self-guided program, so the coach is primarily going to hang out the lower body side, but whenever you have a question come up, just come ask us for some help and we are more than happy to help with anything.”
“Signs around the room have the station number, name of the movement, number of sets and reps - you are always doing the movement right next to where the sign is.”
“One TV has videos of all the movements on repeat. At the bottom of each video is the station number. I’m going to explain how the timer works when we get to the other side of the gym.”
“In the corner we do some Personal Training and to the left of the water fountain is a bathroom.”
“Let’s head over to the other side of the gym.”
**Stand on turf or near standing abductions**
“This is the main event, this is where all your lower body/glute workouts will happen. First thing I like to point out is there are two pieces of every machine, two people per time slot. So yes, you might be working out next to another member, but you don’t need to share the machine with anyone while you are at that station.”
“Next, the TVs all around the gym. First, the timer in the top right corner. The every ten minutes is broken up into an 8 minute timer and a 2 minute timer. The 8 minute timer has a green bar and we call this the ‘Working Clock’. The ‘working clock’ is when you are going to get all the sets and reps done that we want you to get done within the 8 minute timer and will include the rest you take between each set. After the 8 minute timer, so in [insert how much time is left on timer], we are going to hear a bell go off and a 2 minute timer with a red bar will start. We call this the ‘transition clock’, when it starts, it's the signal to finish your last set - if you still have one… wipe your stuff down, put your weights back and move on to the next station.”
“Under the timer is a video of the movement on repeat, that’s an abbreviated version of the video you have in your app. In the app, we’re talking, telling you how to do the movement. At the bottom of the video, the station number is labeled. The TV is always [point from TV to appropriate machine] going to be right in the area of where you are doing that movement. On the left side of the screen, will be the name of the movement, the number of sets and reps to do, how long to rest for and then some tips and tricks to get the most out of the movement - also, an abbreviated version of the notes you have in the app.”
“The right door is a bathroom, left door is a shower - we have all the essentials, just need to bring a towel with you. To the left of the shower, in the little front desk area, is our 3D body scanner, which is included in all memberships. It takes measurements of everything from the neck down, body fat, BMI…all that fun stuff. We love it and we hate it! We all get a bit in our heads about what it tells us - but, it's a really nice tool to have. The computer will save all your scans and then we can compare one to another. If you want to do a scan, just come in ten minutes early and any of the coaches can do it.”
**Point to the machine as you mention each**
“Some of the machines. Every Station 1 happens on the booty builder. We want you hip thrusting every lower body workout, with as much energy as you have. Your Station 2 machines will either be on the belt squat, power squat, sometimes we do a heavy sled push or the smith machines. Your accessory lifts, sometimes we do a free weight movement… DB romanian deadlift, walking lunges, step-ups. The machines we use for accessory lifts will be the seated abduction, standing abduction, the cables, kickback machine, 45-Degree hyper, standing hip thrust and the multi-hip machine.”
“If you haven't been on some of these machines before, they look more intimidating than they are. As long as you don’t expect to be an expert the first set you do and you give yourself some time to get it right, we are going to get you super comfortable and confident on all these machines.”
“Any questions I can answer about the gym?”
If ‘no’ → “Great, we can sit back down and go over some membership options.”
If ‘yes’ → answer the questions and then; “Lets sit back down and go over some membership options.”
**Sit back down**
Membership Review
“Any other questions I can answer before I go over membership options?”
“We have three membership options. All of them include the four workouts per week, the Member’s app and the 3D Body Scanner. The price breaks are based on the commitment you want to make. The cycle-to-cycle, again a cycle is a four week block and you can cancel this one at any time. The cycle-to-cycle is $219 per cycle. The 6-cycle commitment, approximately 6 months, is $199 per cycle and the one year commitment is $169 per cycle.”
“If you sign up today, it does not mean you need to start training today, we can set your activation date to whenever you want, we are going to give you a discount on your first cycle. It will be $70 off your first billing if you do the cycle-to-cycle, $80 off your first payment on the 6-Cycle commitment and $90 off your first payment on the One Year. So, your first payment would come out to $149 on the cycle-to-cycle, $119 on the six cycle and $79 on the one year.”
“There is no initiation fee, no registration fee, no first month/last month. What you see is what you pay. Any questions I can answer about membership options?”
“Ready to get started with a membership?!”
If ‘yes’ → “Awesome, when would you like to start training?” → skip to “Sign-Up Steps”
If ‘no’ → See ‘Common Objections’
COMMON OBJECTIONS
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“Completely get that. What we can do, so you can still take advantage of the First Cycle Special, is get your membership and app setup with a future start date, whatever date you tell me. If for whatever reason you decide not to move forward with the membership, you can just shoot me a message and I will cancel the scheduled billing.”
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“Of course. Any specific reasons you’re not ready to get started with us?” → address concerns.
If still not ready to sign-up → “Completely understand, I do just want to mention the First Cycle Special is only available if you sign up today. We can still set the activation date for a later date and then if you decide we are not the right fit, you can send me a message before the billing date and I will cancel the scheduled billing.”
If they are not going to sign-up → “If you change your mind, you can shoot me a text by the end of the day and we can still honor the First Cycle Special price! It was a pleasure meeting you.”
“Perfect. Give me one moment and I am going to text you the link to purchase your membership and get your app setup.”
In Exercise.com dashboard;
Go to ‘Account’
Click ‘Links’
‘Copy’ the appropriate membership
Go to OpenPhone, paste the link as a text and send to them
Prospect clicks the link to go through purchase steps
“When you get to the payment page, at the top of the page in small letters, you will see ‘have a code?’. When you get there, let me know and I will give you the promo code.
Promo Codes;
Cycle-to-Cycle: 70OFF
6-Cycle: 80OFF
One Year: 90OFF
“Once you complete the payment, you will be prompted to download the app. Login to the app once downloaded and I will give you a quick overview on navigating the app.”
SIGN-UP STEPS: STARTING SAME OR NEXT DAY
“When would you like to start training?” → “Perfect, I am going to set your bill date for the day before, so you can book your session for [insert day they want to start training] on [insert day before].”
**To Set a Future Bill Date - it is easier for the manager to setup the membership manually in the exercise.com platform**
“Do you have the card you would like to use or do you prefer ApplePay?”
SIGN-UP STEPS: FUTURE ACTIVATION
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“Perfect. Give me one moment and I am going to text you the link to add your card to your account with ApplePay. It’s going to charge you a penny today, and then I will set the membership to process on [insert day/date].”
In Exercise.com;
Go to ‘Account’
Click ‘Links’
Copy ‘ApplePay Add’
Go to OpenPhone, paste the link as a text and send to them
Prospect clicks the link to go make purchase to add card to their account.
“Once you complete the payment for $0.50 to add your card, you will be prompted to download the app. Download the app and login and while you are doing that, I’m going to get your membership setup. Then, I’ll give you a quick overview on navigating the app.”
Once client has added card using ApplePay;
Click ‘clients’.
Their name should be visible at the top of the list. If not, click ‘clear’ under the search bar and search client name.
Click prospects name.
Click ‘Packages’.
Click ‘Add Package’
Click into ‘Select Package’ and select appropriate membership.
Click ‘Coupon’ and add appropriate First Cycle discount.
Click ‘Future Start Date’ and select date to bill.
Click ‘Select Payment’ and select card on file.
Click ‘Show Purchase Summary’.
Click ‘Confirm and Charge’.
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“Let’s download the app and register an account and then I can get your membership setup. Go to the App Store and search ‘GluteHouse’, one word. The first one that pops up should be ‘GluteHouse Miami’. Download that and open it, at the bottom of the screen click, “Sign Up for an Account”. Once registered, let me know.”
Get card from them and in Exercise.com;
Click ‘clients’.
Their name should be visible at the top of the list. If not, click ‘clear’ under the search bar and search client name.
Click into checkbox to the left of prospect’s name.
Click ‘Manage’.
Under ‘Assign Group’, select ‘GluteGang’
Click ‘Update’. This will allow them to access full function of the app, but will not allow them to book sessions until payment is processed.
Click prospects name.
Click ‘Payment Details’
Click ‘Manage Credit Cards’
Enter card information and click ‘Add Card’.
Click ‘Packages’.
Click ‘Add Package’
Click into ‘Select Package’ and select appropriate membership.
Click ‘Coupon’ and add appropriate First Cycle discount.
Click ‘Future Start Date’ and select date to bill.
Click ‘Select Payment’ and select card on file.
Click ‘Show Purchase Summary’.
Click ‘Confirm and Charge’.
If the client is stuck in the ‘messages’ section of the app, have them force quit the app and reopen to gain full functionality.
NAVIGATING THE APP REVIEW
Once a client logs into the app.
“Once you login the first thing that pops up is going to be a Coaching Questionnaire. This is just to give the coaches a little bit of insight on you. The first question is your strength training experience. The second is how often you would like your coach to check-in with you. If you select ‘none’ or ‘minimal’ - we will give you a little more space and will wait for you to ask us questions if you need help. Regardless of what you select, if we see you doing something wrong, we will fix it.”
“The waiver is going to pop up next.”
**Once they land on the Schedule**
“This is where you book your sessions. GluteHouse is lower body. ShredHouse is upper body. You can book your sessions up to three days in advance and you can book 30 seconds before the session starts, as long as a slot is available. By the way, I’m going to show you where you can find this information about navigating the app in case you forget any of this.”
“Once you book a session, it will go into the ‘booked sessions’ tab at the bottom. If you need to cancel or reschedule your session, you go to the ‘booked sessions’ tab. We ask that you cancel at least two hours in advance of your booked time. If you do cancel within two hours, it's considered a ‘late cancellation’. There is no fee for a ‘late cancellation’, but you would need to purchase a ‘make-up session’ to be able to do that workout. Your first two make-up sessions each cycle are free, after that it’s $7 for a make-up session. We do have a $12 no-show fee. So if you are not going to make the session or are going to be more than 20 minutes late, cancel the session to avoid the $12 charge.”
“Click ‘Training’ at the bottom. This is where you go for all workout related stuff.”
**If the workouts do not display for the client, have them click to ‘booked sessions’ and back to ‘training’ and the workouts should display**
“GluteHouse is your lower body workouts. ShredHouse is your upper body workouts. Click into the GluteHouse workout. Towards the top of the screen is the Weekly Mindset. If you click ‘show more’ you will be able to see the strategy to implement for this week of training.”
**If we are mid-cycle**
“Ignore the weekly mindsets until we start a new cycle in [insert number of weeks]. When you see ‘Week-1 - ‘A’’ start taking a look at the weekly mindsets. There will always be a guide on how to go up in weight properly at the bottom.’
“Under the weekly mindset is your list of movements in the order you are going to when here. Click into ‘Station 1’. Click the video and hit pause. All the videos will now stay paused unless you hit play. Under the video are your notes. If you click ‘show more’, you will be able to see how many sets and reps to do, how long to rest for and then tips and tricks to get the most out of the movement.”
“So you will watch the videos and check out the notes before you get to the gym and then when you arrive to the gym, you come right back to this screen and if you scroll down a bit, you’ll see where you can track all your reps and weights. The reps should be filled out for you, if you click into the ‘0’, you can punch your weight in, then hit ‘done’ and ‘next’ to bring you to the next set. Do this throughout the whole workout and when you’re done, click ‘log’ to save all your stats.”
“If you click the little clock with the back arrow in the bottom left corner, you will be able to see your stats for anytime you did this lift in the past. Let’s click the back arrow in the top left, then ‘cancel’ and ‘no.’”
“You don’t need to click into this, but if you need anything at all from us, click ‘messages’ in the bottom left corner. Until you do your first workout, if you have any questions, text me on the number we have been texting from.”
“Finally, click the menu lines in the top left corner. The most important thing here is ‘GluteGang Info’. Don’t need to click into any of these, but, ‘Tips for Success’ is going to be a super quick read on how to be successful with your training here. ‘Membership Policies’ covers all the details; booking sessions, cancelling, arriving late, waitlist…. Anything you might be wondering about will be explained there. ‘Make-Up Sessions’, if you ever late cancel and need a make-up session, go there and the promo code for two free make-up sessions per cycle is listed there. To the right of the make-up session is the floor-coach schedule, who's coaching when.”
“At the bottom, is a Freeze Request, Cancellation Request and Guest Pass Request.”
**If the new client is doing a Cycle-to-Cycle Membership** → “If you need to cancel your membership, we need seven days' notice during your first cycle. After your first cycle it’s 28-days notice. Or, if you want to upgrade your membership to a longer commitment and take advantage of the better pricing, just shoot us a message.”
“For Guest Passes, after four weeks of training with us, you are eligible for Guest Passes. You have unlimited guest passes. If they are local, their first visit is free. Second visit on and out-of-town guests are $25 and we just ask that you fill that form out at least 24 hours in advance.”
“You’re all set! I know it’s a lot of information, you are going to get a ‘Welcome Message’ and in that message will be a link to a video on how to navigate the app and if you have any questions before your first workout, just shoot me a text.
**If you get the sense that they are going to need extra help (navigating the app or getting through their first session**
“Shoot me a text once you book your first session and let me know when you’re coming in! If I am here, I will get with you before you start to answer any remaining questions. If I’m not, the coach will know it’s your first workout, but I’ll still give them an extra heads up to make sure you are comfortable with everything!”
**Offer hard copy of Success Guide and Policies**