The problem
New members usually start with a message: a question about classes, prices or the seven-day trial. At Move Well those messages land in four places at once: Instagram, Facebook, email and Mindbody, the booking system the studio runs on.
The owner was keeping track by marking messages unread and coming back to them between classes. Replies were slow, some enquiries went quiet, and there was no simple way to see how many enquiries turned into members each week. Class reminders only went out by email, so some people missed classes they had booked.
The new website
We built a new website for the studio: the four class styles and when they run, clear pricing, personal training and myotherapy, and a seven-day trial offer on every page. Classes book through Mindbody and myotherapy through Cliniko, so members keep using the booking tools they already know.
It’s live at movewellstudio.info.
What we’re building next
- One board for every enquiry. Each new enquiry becomes a card, from new enquiry to trial week, so the owner can see who is waiting and for how long.
- An instant first reply. Every new enquiry gets an email reply straight away in the studio’s own words, any time of day.
- Trial-week follow-up. People on the seven-day trial hear from the studio at the right moments during the week.
- Mindbody moves the card. When someone buys a membership, the card moves on its own, so the owner never has to update it by hand.
- A Monday report. One message each week showing how last week went and the enquiries that have waited longest.
Instagram and Facebook messages come into the same board in a later stage.
How it will work day to day
The owner opens one screen instead of four apps. New enquiries have already had a first reply. The ones still waiting are easy to spot, so she knows who to call back first. On Monday morning the report shows how last week went and who still needs a reply.
Where it’s at
The website is live. The enquiry system has been designed and is next to be built. It needs a connection to Mindbody first, which Mindbody approves for each business. We’ll update this page with how it’s going once it has been running for a while. We won’t publish numbers until they’re real.
