Prospect who wants to try
The receptionist records the training goal without giving health advice, offers a tour or a trial pass under your conditions, and assigns the follow-up to a sales rep.
Membership gyms
A trial visit and a membership freeze request should not trigger the same follow-up. Your receptionist distinguishes prospects from members, arranges visits under your conditions and sends account questions to the responsible person with a dated record of what was requested.
$29 CAD / month · 50 Standard calls · 1 local number
When calls spikeJanuary — the resolutions waveSeptember — back to schoolThe summer lull
For the requests you receive
Member account question
A charge, an access card, entry rights: the request is recognised as a member's rather than a prospect's, and goes back to the right file.
Freeze or cancellation requested
The request is opened with a date, the procedure is explained as you wrote it, and the membership manager decides. No refund is promised on the phone.
Other requests you can delegate
Self-serve hours with nobody at the desk
Requests keep arriving when the desk is empty. They are answered, documented and handed to the team with the time and the club concerned.
Prospect found on Instagram
The prospect saw your class or gym-floor videos on Instagram before calling. The receptionist answers about the trial and its conditions with your prepared responses, without standing in for training advice.
Separate prospective-member visits from existing-member requests
The member hangs up with a dated record rather than a promise. The membership manager opens the app to a clear request, and the member is not chased as a prospect.
Read the full conversation
Monday, 8:15 a.m. The desk is busy with a guided tour. A member calls about a charge he thought had stopped.
ReceptionistDeschamps Club, good morning. Let me take your name and a callback number.
MemberEric Lavoie, 514 555-0191. I cancelled at the counter last month and I was charged again.
ReceptionistI understand. I am opening a request on your file right now, dated today, with what you have told me. I cannot confirm a cancellation or a refund myself: the membership manager handles that.
MemberAnd when will I hear back?
ReceptionistYour request goes out now, flagged as a disputed charge. The manager will call you on the number you gave me, and you will get a text confirming that the request is open, with its date.
What happens to the request
You describe your clubs and your procedures
Your locations and their hours, the conditions attached to a trial or a tour, your membership formulas, the freeze and cancellation procedure, and who may confirm what.
She separates the two streams
Name and callback number, member or prospect, club used, exact request. For a prospect: training goal, availability, trial or tour. For a member: the file concerned and what is being asked.
Every request reaches the right person
The tour is booked and confirmed by text, the sales rep receives the assigned prospect, and the administrative request lands dated in the app, with what was said to the caller.
What the Beauty, fitness and lessons base covers
A receptionist who answers in the club's name, in both languages, identifies the request and books the trial or the tour under your conditions. You keep your number.
- Calls answered in French and in English, following the caller
- The membership, trial or class being asked for, identified
- Booking, rescheduling or cancelling within known availability and rights
- The instructor, duration and room a session requires
- Approved prices, conditions and membership steps explained as written
- A written summary after every call, readable in the app, and the option to ask her what happened
She confirms no contract, freeze or cancellation: the membership manager does.
Decisions that stay with you
- She gives no medical or nutritional advice and assesses no injury.
- She promises no physical result: weight, performance or timeline.
- She promises no refund on the phone.
- She does not imply that a membership cannot be cancelled.
- She does not treat an existing member as a prospect to chase.
Ask your receptionist, too
This is included in your base plan. She answers using the calls, requests and business information you are allowed to access.
Talk to your receptionistA question you can ask
Which members requested a membership freeze?
She retrieves requests and their dates. Applying a freeze or renewal belongs to Memberships and packages.
What else the club can hand to her
Beyond the base plan. Each one is added on purpose, separately from the base. None is switched on unless you choose it.
When your customers prefer to write
You can add a channel so she can continue the conversation with your customers. Any action she takes follows the same rules and the options you have chosen.
Optional customer channel
Website chat
Answer trial questions and collect an administrative membership request without automatically applying it.
The transactional messages provided by your base plan and your own questions to the receptionist remain included.
Keeping your current software?
Check the actions supported, connection requirements and how to work when your software cannot perform the requested action.
Purchases and client records are documented in the vendor model. Cancelling a contract through the interface still has to be proven, as do live access, call costs and credit behaviour.
Two very different calls arrive on the same line
A gym really receives two streams of calls. On one side, prospects: someone wants a trial, wants to see the equipment, is comparing two clubs in the neighbourhood. On the other, members: a charge to explain, a freeze to request, a cancellation to file under procedure. Treating a member as a prospect to chase is the most common failure in this family, and the one members resent most.
The answering constraint is real. At peak hours the front desk is on the floor, giving a tour or closing a sale; in a self-serve club there is nobody at all during some hours. January calls all land at once, exactly when every conversion counts.
Your receptionist qualifies in her first sentence: member or prospect, which club, which request. She books the tour or the trial, routes the sale to the right person, and turns a freeze or cancellation request into a dated file that management handles under its own procedure instead of letting it drift across three channels.
In the same section
The other lines of work in this section run on the same engine, with their own requests and their own rules.
Beauty, fitness & lessonsFitness and group classes
Membership gyms — your questions
How does she tell a member from a prospect?
She asks in her first question and checks what the file holds. That distinction governs everything else: a member goes to member services, a prospect goes to the trial and the sales follow-up.
Can she cancel a membership?
No. She opens the request with a date, explains your procedure as you wrote it, and hands it to the membership manager. Contract, freeze and refund stay human decisions.
Does she sell the membership?
She qualifies, books the tour or the trial and assigns the prospect to the right person. The membership and the payment are validated in your master tool, by a sales rep.
What about training questions?
She records the training goal as stated, with no advice and no promise of a result. Any mention of an injury or a medical condition goes to a qualified human.
Does she cover several locations?
Yes. She asks which club the caller uses, applies that club's policy and routes the request to the right team. Each location keeps its own line and hours.
Your rules, before the first call
Start your free trial with your email. Your website can help prepare your business information, but it is optional. Confirm the facts, choose a first task and test your receptionist. You can try options too, starting with the ones you need.
Keep my phone numberMembership gyms