Onboarding New Members

Onboarding a new member provides an opportunity to get your new member successfully started in the fitness center, setting the foundation for consistent engagement, improved confidence, and early habit formation. A strong onboarding experience also allows you to build a personal connection, clearly communicate the value of your services, and introduce members to programs, staff, and amenities that align with their goals.

At the point of sale, a structured onboarding process should include key actions that immediately engage the member and reinforce their decision to join. Schedule their personal training evaluation session to ensure they have professional guidance from the start. Introduce the VIP courtesy list, referrals, and guest pass options to encourage early involvement and sharing with friends and family. Walk them through how to find and follow your social media channels so they stay connected, informed, and motivated outside the club.

It’s also important to ask the member to leave a 5-star review while their excitement is high, helping to build your online reputation. Teach proper check-in procedures and verify their membership card is activated to eliminate any friction on future visits. Finally, introduce the new member to staff and, when possible, other members to create an immediate sense of belonging and community.

In addition, effective onboarding increases the likelihood of a long and successful relationship through better member lifecycle management. It helps reduce early-stage attrition, improves overall retention, and creates more opportunities for ongoing engagement such as personal training, group classes, and referrals. Ultimately, a well-executed onboarding process not only enhances the member experience but also drives long-term revenue and strengthens the overall community within the fitness center.

Dot the I’s and Cross the T’s:

  1. Membership Agreement
    • Complete sale in management software
    • Give paper copy or send digital copy to member
  2. Schedule PT Evaluation Session (1st Workout) in CRM
    • If not scheduled at point of sale – have member call you back (same day) to schedule
    • Advise member you will call them at shift end to schedule (if you didn’t hear from them)
    • If not scheduled mark as follow up for PT in CRM
    • Introduce member to personal trainer
  3. VIP Courtesy List, Referrals & Guest Passes
    • Have member complete VIP Courtesy List (buddy sheet)
    • Suggest member use smartphone contacts as reference
    • Excuse yourself to prepare membership card

      • (Excusing yourself allows member time to complete courtesy list)

  4. Teach Member to Find and Follow Social Media Channels
    • Help/show member how to follow us on their smartphone
    • Encourage member to share & tag us in workout photos & videos
  5. Ask Member to Write A 5-Star Review
    • Google
    • Facebook
    • Yelp, etc.
  6. Membership Card & Checkin Procedure
    • Teach member proper checkin procedures
    • Verify membership card is activated for all access points
    • If membership card is allowed for in-club purchases advise member on how to use
  7. Introduce New Member to Others
    • Manager
    • Desk Staff
    • Personal Trainer
    • Other Members
  8. Update & CRM System
    • Update CRM customer status
    • Update CRM appointment calendar
    • Update CRM notes if pertinent
    • Schedule CRM member follow up – 3 day, 10 day, 30 day, monthly