Priority Actions: Your Tool for Member Retention
The Priority Actions tab in the recovr portal is designed to help you proactively engage with members who haven’t attended recently, ensuring they stay on track with their fitness journey. Regular attendance is crucial for a member’s success and satisfaction, as it helps maintain their routine and reduces the likelihood of cancellations.
How It Works
The Priority Actions tab organises members based on their attendance patterns:
- It lists members who haven’t attended a session in at least 7 days.
- The list is sorted by the duration of absence, with the most recent absentees at the top.
- Members with longer absences appear further down, helping you prioritise outreach to those who’ve only recently stopped attending.
Why Use the Priority Actions Tab for Member Retention?
When members don’t come in for a while, they risk losing motivation and may consider cancelling. By using the Priority Actions tab, you can:
- Increase retention rates by re-engaging members before they reach a point of disengagement.
- Proactively address attendance gaps by identifying who needs a gentle nudge to get back in the gym.
- Organise follow-up efforts with clear notes and actions, ensuring consistent outreach across the team.
How to Handle the Priority Actions Tab
To make the most of the Priority Actions tab, follow these strategies:
1. Review the tab daily
- Check the Priority Actions tab every day to keep track of members who are missing sessions. Members at the top of the list are the most recent absentees.
- Prioritise contacting the newest absentees first to encourage a quick return before they lose motivation.
2. Use follow-up actions to track your efforts
- Next to each member’s name, you’ll find a drop-down list of follow-up actions (e.g., call, text, or email). Select the action that best suits your outreach approach, and keep detailed notes on each contact attempt.
- Documenting each interaction helps ensure that all team members stay updated on who has been contacted and through what method, making it easier to continue follow-ups if needed.
3. Focus on returning members within 21 days
- Members will stay in the Priority Actions list until they return for a session. After 21 days of absence, they will automatically move to the In Trouble column, where it may be harder to re-engage them.
- Aim to bring members back in before they reach 21 days, as the longer they stay away, the greater the risk they’ll consider cancelling.
4. Follow up strategically based on absence duration
- For members who’ve missed just a week, a friendly reminder can often get them back on track. For those absent for longer, consider a more personalised approach to re-engage them and show them you’re invested in their success.
- Use the Priority Actions tab to decide who needs immediate outreach versus those who may need a more persistent follow-up approach.