The Prospects module allows staff to manage potential members from their initial enquiry through to joining the club or completing the prospecting process.
It provides a central location to:
- create and maintain prospect records
- record how a prospect contacted or heard about the club
- assign prospects to staff
- schedule calls, appointments and follow-up tasks
- record prospect visits and attendance
- manage trials and bookings
- review communication and activity history
- monitor prospect performance
- access prospecting reports
Navigate to the Prospects Module
Select:
Prospects
The Prospects Directory will open.
The information, menu options and profile tabs available may depend on the staff member’s permissions and the club’s configuration.
Prospect Directory
The Prospects Directory displays a list of prospect records.
The directory may show information such as:
- prospect name
- prospect number
- contact method
- current status
- tags
Select a prospect from the directory to display their profile summary and activity information on the right-hand side of the screen.
Search for a Prospect
Use the search bar at the top of the page to locate an existing prospect.
You may be able to search using details such as:
- first name
- surname
- prospect number
- mobile number
- email address
Always search for an existing prospect or member before creating a new record. This helps prevent duplicate profiles.
Prospect Profile Summary
When a prospect is selected from the directory, a summary of their profile appears on the right-hand side of the screen.
This may include:
- prospect name
- prospect number or barcode
- current status
- home phone
- mobile phone
- email address
- date of birth
- address
- gender
- assigned staff member
- next scheduled activity
- activity statistics
If no future activity is scheduled, Clubfit will advise that there is no scheduled activity for the prospect.
Open the Full Prospect Profile
To view or update the complete prospect record, select the prospect and click:
Details
The full prospect profile contains several tabs and information sections.
Prospect Profile Tabs
Available profile tabs may include:
- Prospect Info
- POS Referrals
- History
- Attendance
- SMS/Email Log
- Activities
- PAQ
- Trial Waiver
- Bookings
- Children
- Payment History
- POS
- MyClub App
The tabs displayed may vary depending on the prospect’s activity and the club’s configuration.
Prospect Info
The Prospect Info tab contains the prospect’s main profile information.
Basic Information
The Basic Info section may include:
- prospect number
- barcode
- access PIN
- first name
- surname
- mobile number
- email address
- date of birth
- home phone
- gender
- driver’s licence
The prospect number may be generated automatically and may not be editable.
Additional Information
The Additional Info section may include:
- emergency contact name
- emergency contact number
- emergency contact relationship
- contact method
- source
- source page
- creation date
- membership enquiry type
- salesperson
- whether a trial was given
- trial start date
- trial end date
- referred by
Some fields, such as the creation date or source page, may be populated automatically.
Contact Method
The Contact Method identifies the type of enquiry or how the prospect entered the system.
Examples may include:
- Lead
- Walk-in
- Online Signup Incomplete
- Referral
- Guest pass
- another configured prospect type
Source
The Source records where the prospect originated.
For example, this may identify:
- an online enquiry form
- a website link
- a campaign
- a social-media page
- a referral source
- an in-club enquiry
Accurate contact methods and sources help improve marketing and prospect reporting.
Membership Enquiry Type
Use the Membership Enquiry Type to record the membership, service or area the prospect is interested in.
The available options depend on the club’s configuration.
Salesperson
The Salesperson field identifies the staff member responsible for the prospect or associated with the sale.
Keeping this information current supports staff performance and sales reporting.
Trial Information
The profile can record whether the prospect has been given a trial.
Where applicable, record:
- whether a trial was provided
- the trial start date
- the trial end date
Trial information may also appear in prospect trial reports.
Referred By
Use the Referred By field when an existing member has referred the prospect.
Search using the member’s name or member number and select the correct record.
Address Information
The Address Info section allows staff to search for and enter the prospect’s address.
Begin typing the address and select the correct result.
If the address cannot be located, enable:
Enter address manually
Then complete the available fields, including:
- street
- suburb
- state
- postcode
Medical Conditions
The Medical Condition section displays any medical information recorded against the prospect.
Click Add New to enter a medical condition where appropriate.
Only record information that is relevant and appropriate for the club to retain.
Notes
The Notes section contains information recorded by staff or created automatically by Clubfit.
Notes may include:
- how the prospect entered the system
- previous discussions
- membership interests
- questions requiring follow-up
- online enquiry details
- special instructions
- outstanding actions
Each note may show:
- the note content
- who created it
- the date and time it was created
Depending on staff permissions, notes may be added, edited or deleted.
Attachments
The Attachments section allows relevant files to be uploaded to the prospect profile.
To upload a file:
- Click Choose File.
- Select the required file.
- Click Upload.
Only upload documents that are necessary and appropriate to retain.
Tags
Tags can be applied to help identify or group prospects.
A tag may relate to:
- a service
- a class type
- a membership interest
- a campaign
- a lead category
- another internal grouping
Tags can assist staff when reviewing or filtering prospect records.
Prospect Actions
Quick-action buttons may be available from the Prospect Directory and the full prospect profile.
Details or Directory
Open the prospect’s complete profile or return to the Prospect Directory.
Scan In
Record the prospect as attending the club.
Call or Add Call
Create or record a phone call activity.
Event or Add Event
Create an appointment or scheduled event.
ToDo or Add ToDo
Create a follow-up task.
POS Referral
Record a Point of Sale referral where applicable.
Add New
Create a new prospect record.
Save
Save changes made to the prospect profile.
Scheduled Activity
The prospect summary displays the next scheduled activity where one exists.
Scheduled activities may include:
- phone calls
- appointments
- events
- follow-up tasks
- other configured prospecting activities
If the prospect still requires follow-up, staff should ensure there is a clear next action scheduled.
Activity Statistics
The Activity Statistics section provides an overview of recorded interactions with the selected prospect.
This may include:
- call attempts
- conversations
- appointments
- SMS messages
- emails
The information displayed depends on the activities recorded against the prospect.
Prospect Menu
The Prospects menu located on the left hand side contains several work areas used to manage daily prospecting tasks.
These may include:
Recent Activity
Recent Activity provides a chronological feed of prospect actions together with enquiry, tour and sales summaries, activity totals, monthly KPIs, sales-funnel information, marketing-source charts and sales trends. It can be used by staff to review recent follow-up and by managers to monitor overall prospecting performance.
People
People opens the Prospects Directory. Staff can search for existing prospects, review their contact method, status and tags, and select a prospect to open their complete profile. This is the main area used to locate and manage prospect records.
Calendar
Calendar displays scheduled prospect appointments and activities in month, week or day view. Staff can filter the calendar by staff member, review activities by their colour-coded status and open appointments to record outcomes. Outstanding activity reminders may also appear when a previous appointment has not been completed.
Scheduled Blockouts
Scheduled Blockouts allows authorised staff to prevent prospect appointments from being scheduled during unavailable periods, such as staff meetings, training, cleaning, leave or closures. Existing blockouts display their date range, affected day and reason, and can be edited or deleted when required.
Today
Today provides a working view of prospect follow-up activities that are due now or coming up soon. Staff can switch between Calls and Appointments, review overdue items, and view activities scheduled for today, tomorrow, the next 7 days or the future. This screen is useful for managing daily follow-up and ensuring activities are completed on time.
Performance
Performance provides a detailed overview of prospect enquiries, calls, appointments, walk-ins, online joins, sales and POS referrals. Staff and managers can filter the report by salesperson and reporting period, review key conversion ratios and identify how effectively prospects are progressing from enquiry to appointment and sale.
Next Call
Next Call displays prospects who may require follow-up and provides a summary of their trial status and recent contact activity. Staff can review successful and unsuccessful calls, emails, SMS messages, days since the last call and recent contact before opening the prospect profile and completing the next follow-up.
Casual Visit
Casual Visit displays casual gym visits recorded for prospects or guests. Staff can filter visits by date range, review entry scans and marketing sources, identify top or repeat attendees, view summary attendance information and review casual-visit revenue where applicable.
No Scheduled Calls
No Scheduled Calls displays prospects who do not currently have a future call scheduled. Staff can review previous call, email and SMS activity, check how long the prospect has been in the system, open their profile and schedule the next follow-up or update their status where no further contact is required.
End of Day
End of Day provides a daily summary of prospecting activity, with comparison totals for the current week and month. It includes inbound enquiries, outbound calls and communications, appointments, appointment and walk-in outcomes, sales, incomplete ToDos and future appointments. Staff can use it to complete their daily follow-up review, while managers can use it to monitor prospecting activity and results.
Prospect Reports
The Prospects module includes reports for reviewing activity, sales, trials and performance.
Available reports may include:
Sales Report
Sales Report displays detailed prospect sales and qualifying activities within a selected date range. Staff can filter the report by contact method, marketing source and salesperson, then review the sale date, prospect creation date, activity type, trial status and associated salesperson. The Analysis view summarises results by staff member and contact method to help managers compare sales performance and enquiry sources.
Appointments
Appointments Report displays prospect appointments recorded within a selected date range. Staff can filter by salesperson and review when the appointment was created and booked, the prospect’s contact method, appointment type, outcome, tour status and whether it was booked online or entered through Clubfit.
Calls Activity
Calls Activity Report displays detailed prospect call records within a selected date range. Staff can filter by call outcome, prospect status and assigned staff member, then review the scheduled call date and time, prospect status, outcome and call description. A Summary Report provides a condensed view and can be printed as a PDF.
Cancellations
Club Performance
Club Performance Report provides a detailed management view of prospect enquiries, tours, sales, cancellations, calls, contacts, appointments and referrals. It includes Club Activity, Staff Activity, KPI, Volume Performance and Benchmark tabs, allowing managers to compare daily activity, staff conversion results, monthly volume, configured targets and available state or national averages.
Prospect Count
Prospect Count Report provides a searchable list and visual breakdown of prospects. Staff can filter by status, source, page source, contact method, membership enquiry type, salesperson, tags, gender and creation date. The results show individual prospect details, while the Prospect Breakdown chart displays the number and percentage of prospects in each status.
Prospect Trials
Prospect Trials Report displays prospects who have been placed on a trial and includes their status, contact method, source, creation date, trial start and end dates, tags and membership enquiry type. The Prospect Breakdown chart shows the number and percentage of trial prospects who are on trial, expired, converted to a sale or marked as not interested.
POS Referrals
POS Referral Report displays prospects created through the Point of Sale referral process. Staff can filter by date range and review the referred person, current status, contact details, club location and who referred them. The report can be used to manage referral follow-up and monitor conversion outcomes.
Not Interested
Not Interested Reason Report displays prospects marked as Not Interested within a selected date range. Staff can review the prospect’s contact details, the activity source, the selected reason, supporting description and the staff member who completed the outcome. Managers can use the report to identify common reasons prospects do not proceed and review the accuracy of staff outcome recording.
SMS Opt Out
SMS Opt-Out Report displays prospects who have actively opted out of SMS communications. The report includes their name, prospect number and available contact details. Staff can open the prospect’s SMS/Email Log to confirm that the SMS Opt Out toggle is enabled and review the date and time the opt-out was recorded. SMS and email opt-outs are managed separately.
Scorecard
Scorecard Report compares prospecting, membership-growth and retention performance across clubs. The Volume Performance tab displays membership totals, enquiries, tours, sales, renewals, cancellations, contacts and appointments. The Conversion Rate tab compares KPI scores and actual performance against configured targets for measures such as member growth, enquiry-to-tour, tour-to-sale, attrition and contact-to-booked-appointment.
Prospect Duplicate
The reports available may depend on staff permissions and club configuration.
Maintaining Accurate Prospect Records
Accurate prospect records help staff:
- follow up enquiries consistently
- avoid duplicated contact
- understand previous conversations
- manage appointments and trials
- monitor marketing sources
- review sales performance
- produce reliable reports
Staff should regularly review and update:
- contact details
- prospect status
- assigned salesperson
- contact method and source
- membership enquiry type
- trial information
- notes
- scheduled activities
- activity outcomes
Important Notes
Always search for an existing prospect or member before creating a new record.
Click Save after updating profile information.
Calls, appointments and follow-up activities should be completed or outcomed where applicable.
If a prospect still requires follow-up, schedule the next activity before finishing the current one.
Avoid recording unnecessary or inappropriate personal information in notes, medical details or attachments.
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