How Do I Set Up Prospect Nurturing?

Prospect Nurturing allows you to create automated, scheduled emails, SMS messages and phone-call reminders for prospects as they move through the sales process.

Once the nurture actions have been configured, Clubfit automatically applies them to prospects who match the selected criteria. This provides a set-and-forget follow-up process for enquiries, trials and other prospect groups.

Navigate to:

Marketing > Prospect Nurturing

Understanding the Prospect Nurturing Screen

The main screen displays all existing prospect nurture actions.

Use the tabs at the top to view:

• All actions
• Call actions
• Email actions
• SMS actions

Each nurture card displays:

• The action type
• The action name
• When the action will occur
• The club or clubs to which it applies

For example, an action displaying After 5 days is scheduled for Day 5 of the nurture sequence.

Creating a Prospect Nurture Action

Click Add Action.

The New Action screen will open.

Step 1: Enter the Action Name

Enter a clear name in the Action Name field.

The name should make the purpose and timing of the action easy for staff to identify.

Examples include:

• Enquiry Welcome Email – Day 1
• Trial Follow-Up – Day 3
• Trial Expired SMS – Day 5
• No Show Follow-Up Call
• Tour Reminder Email

Step 2: Select the Day Number

Enter the required number in the Day Number field.

The day number determines how many days after the prospect enters the relevant stage that the nurture action will occur.

For example:

• Day 1 – the action occurs after one day
• Day 5 – the action occurs after five days
• Day 15 – the action occurs after fifteen days

Multiple actions can be created on different days to form a complete prospect follow-up journey.

Important: Do Not Use Day 0 for Automated Messages

Do not select Day 0 for automated email or SMS actions.

Automated nurture messages are processed between approximately 12:00 am and 4:00 am each day. A prospect added after the daily processing period may miss a Day 0 communication.

Always use Day 1 or later for automated email and SMS nurture actions to ensure the prospect is included in the next processing cycle.

Alternative: Send an Instant Email to New Prospects

When an immediate response is required, an automatic email can be configured in Club Settings instead of creating a Day 0 Prospect Nurture action.

This option can send an instant email when a new prospect enters Clubfit through the relevant URL.

It may be used for:

• Enquiry confirmations
• Welcome emails
• Trial information
• Online form acknowledgements
• Next-step instructions
• Confirmation that the prospect’s details have been received

The instant email is triggered by the prospect’s URL entry and does not rely on the scheduled Prospect Nurturing processing period.

Use the instant URL-entry email for the initial response, then use Prospect Nurturing from Day 1 onward for further follow-up communications.

Step 3: Select the Action Type

Open the Action dropdown and select:

• Phone
• Email
• SMS

The additional fields displayed will depend on the action type selected.

Creating a Phone Action

Select Phone to create a scheduled call for staff to complete.

The Assign Call to Sales Person setting determines whether the call should be allocated to the salesperson associated with the prospect.

When the action becomes due, a call task is created for each matching prospect.

Staff can then view the scheduled call from the relevant prospect follow-up area and record an outcome once the call has been completed.

Creating an Email Action

Select Email to automatically send an email to prospects who match the selected criteria.

Complete the required email details, including the subject and message content, or use an available template where applicable.

The email will be sent automatically when the prospect reaches the configured day in the nurture sequence.

Creating an SMS Action

Select SMS to automatically send a text message to matching prospects.

Keep the complete message to 160 characters or fewer, including any required opt-out wording.

Messages longer than 160 characters may be divided into multiple SMS messages, with each part charged separately.

SMS messages are generally charged at $0.09, or 9 cents, per SMS, depending on your Clubfit software agreement.

Review the message length carefully before saving the action and ensure the required opt-out wording is included in marketing SMS communications.

Step 4: Select the Prospect Status

Use the Status field to choose which prospect statuses will receive the nurture action.

Available statuses may include:

• Did Not Show
• Enquiry
• No Sale Return
• Not Interested
• On Trial
• Sale
• Tour
• Trial Expired

Use Select all to apply the action to every available status, or deselect it and choose only the relevant statuses.

For example, a trial follow-up communication may only need to apply to prospects with an On Trial status.

Step 5: Select the Contact Method

Use Contact Method to determine which prospects are included based on how they entered the sales process.

Available contact methods are configured by the club and may include:

• Facebook
• Internet
• Joined Online
• Lead
• Online Signup Incomplete
• Phone-in
• Walk-in
• Referral campaigns
• Guest passes
• Flyers
• Promotional campaigns

Use Select all to include every available contact method, or select only the relevant sources.

This allows different nurture journeys to be created for prospects who entered Clubfit through different campaigns or enquiry channels.

Step 6: Apply Tags

Use Tags to further narrow the prospects who will receive the action.

Tags may be useful when creating a nurture sequence for a particular:

• Campaign
• Service
• Promotion
• Trial
• Location
• Prospect group

Leave the field as None selected when tags are not required.

Step 7: Save the Action

Before saving, review:

• The action name
• The day number
• The action type
• The prospect statuses
• The contact methods
• Any selected tags
• The email, SMS or call settings

Click Save.

The new action will appear on the main Prospect Nurturing screen.

Managing Existing Prospect Nurture Actions

Use the All, Call, Email and SMS tabs to view actions by communication type.

The timing shown on each action card indicates when it is scheduled, such as:

• After 1 day
• After 3 days
• After 5 days
• After 15 days
• After 50 days

Use the selection box on an action card when managing one or more existing actions.

Review active nurture journeys carefully before changing or removing an action, as this may affect scheduled prospect follow-ups.

Prospect Nurturing vs Member Nurturing

Both features provide automated, set-and-forget communication using phone calls, emails and SMS messages.

The main difference is the criteria used:

• Member Nurturing communicates with existing members using member-related triggers and criteria.
• Prospect Nurturing communicates with prospective members using prospect status, contact method and tags.

Prospect Nurturing is designed to guide prospects through the sales funnel, while Member Nurturing supports communication throughout the existing member journey.