Know Which Clients Are Slipping, Without Opening a Single Profile

Full transcript

Knowing what's slipping inside your fitness business without having to go check every single person is super powerful. Let's paint the picture. Say you have 65 clients, and you want to know over the weekend who checked in, who came in as red, who's overdue because they didn't check in at all, and who still needs a reply from you. Then of all those check-ins, what way do they want feedback? How many Looms are you doing, how many text-based replies, who said they don't want feedback at all and just wants to message you during the week? To get all of that, you'd have to go into every single profile one by one, never mind actually gathering the data from the check-ins themselves. Or you could pay a VA to do it for you.

Another thing. Of all the people you're coaching, who was actually on target yesterday? Who tracked their nutrition, who had some of it tracked, who was on target and who was off? The only way you'd know is by going into their profiles and checking. So you might notice Monday they logged. Tuesday, nothing. Wednesday, nothing. Thursday, Friday, Saturday you didn't notice, and it's Sunday when you find out. There's this big timeline between something slipping and you actually seeing it. That's a big issue, but we can fix it.

The problem is that everything is recorded, just in different places. In this build, Trainerize was recording the training, the nutrition, the sleep and the steps, and Airtable was the home base CRM where the check-ins populated, along with intake forms, onboarding and the whole client journey. But there was no bridge between that gap. The coach needed his VA to go and check, pull data into Airtable and build a big list of what was going on, and very often it wasn't exactly the way it needed to be.

The Airtable base is set up with check-ins, the client list, leads, payments, commitments, all that kind of stuff. The obvious decision would be to build a dashboard on top of it. That's not what we did. If it requires you to go and have a look at a dashboard, to take your time and check what's going on, there's less chance of you doing it compared to it just being sent to you as a notification saying here's what's important and nothing else. You're way more likely to actually take action on it.

So the way this works: Trainerize and Airtable have basically every bit of information we could ever want about the clients. Every day at 5am a scheduled function goes off, grabs all of that information, puts it through a formatter and analyser, and then uses an email tool called Resend to send it to the coach's inbox.

Now, what does it send? We can't put everything, the logins, the weights, the workouts, who's priority, who's getting feedback, who checked in, into one email every single day. That would just create more mess and more noise to look through. So depending on the day, there are different reports. Monday is the weekly breakdown: who checked in, who didn't, how many Looms am I doing, where are my clients on red, amber and green, what's their consistency. Tuesday, Wednesday and Thursday are about adherence: are they actually sticking to the plan from the day before, and who needs a bit of a nudge. Then on Friday you get the recap of the week: all the check-ins that were answered, everyone who was red, and the new applications and follow-ups that came into the lead platform. So you see the entire week across training, nutrition, consistency, current clients staying on target and new clients coming in.

What actually lands in the inbox? Here's the example of the Monday one. The first time this report ran, 18 of the 65 clients got flagged, and instead of doing five lookups inside Airtable it was one email with all the information there. It counted that 47 of the 65 had checked in. Of the 65 clients, there were 18 who had logged nothing the day before, people who had partially logged food, one meal out of four, people way under their protein target and people way under their calorie target. It identifies the people who look like they logged their stuff but didn't fully log it. And it flags who missed their check-ins and who checked in as red, amber or green. The names and data in the examples shown are made up. We can't share real client information.

Then there's the check-in report. 47 check-ins in, here are all the people who are red, and here are the ratings they gave. Immediately you can see Sam: terrible sleep, really high stress, weight has gone up, wants Loom feedback. Get back to Sam straight away, he's super high priority. Julie wants to jump on a call. These people didn't check in, so they need a follow-up. These ones are awaiting your reply, and this one's high priority. You can see your immediate next actions before you go looking through a single check-in.

And then the scorecard for the week. We answered 44 of the 47 check-ins, there are still three in the queue, let's get them done. All four reds were picked up and replied to within the day, with the actual timeline of how long each reply took. All the Looms that needed to go out were sent. New leads, cash collected, all of it lands on the scorecard. At the end of the week, one report and the coach has a really good idea of exactly what's going on in his business.

This is currently one coach and a VA who does some things for him. But if you had a team of coaches and wanted to step back a bit, a report like this becomes even more useful. We have one running at the moment for a team of 12, where the reports show the performance of the coaches through the week and what went on with their clients, and flag any issues. So when the team meeting comes around, they have all that data to go off.

The key with all of this is that push always beats pull. Building a dashboard is fine, but you need actual notifications when something happens. If somebody checks in red and says they need to jump on a call, you want to be notified of that, not come across it six hours later when you happen to be in the check-ins. Flag the priority and push the things you need to see first. That's why this is a rundown notification system, not another screen you have to remember to open.

If you want to see what something like this would look like in your business, or you have questions about whether it could do this or that, send me a message on Instagram or use the link below and we can have a chat.