Every email we send, in plain language — front desk, coaches, and Member Success. When this happens, we send this, to this person. Click "See the email" on any card to open the real one. Updated 2026-07-17.
Someone new gets in touch
From the moment someone first reaches out, to the moment they're ready to book.
The instant reply to a new enquiry
WHENSomeone new fills in a form or messages us for the first time.
WHO GETS ITThe person who just got in touch.
WE SENDAn instant auto-reply tailored to how they got in touch — evaluation, intro session, membership questions, a referral, or our value report each get their own reply — telling them what happens next and making it easy to book. If nobody on the team follows up in time, we also send an internal alert — see the Team Emails section.
SEE IT
Four of the five versions below are real, live templates. The plain evaluation version (the default, oldest reply) has no local file saved — not shown, nothing invented.
The new-lead follow-up emails
WHENSomeone enquires but hasn't booked their first session yet.
WHO GETS ITThe new lead, at each step of a short follow-up series.
WE SENDA short series that explains what a first session looks like and makes it easy to book.
SEE IT
Step 2 sends one of four versions, picked by what we know about the person.
They book a session
Every booking type — evaluation, intro, bay, or a coaching lesson — gets its own confirmation and reminders.
The booking confirmation emails
WHENSomeone books and pays for a Swing Evaluation or an Intro to Golf session.
WHO GETS ITThe customer who booked.
WE SENDA confirmation email right away, then a short reminder the day before with what to bring.
SEE IT
The 'you started booking but didn't finish' email
WHENSomeone starts booking a Swing Evaluation but doesn't complete payment.
WHO GETS ITThe person who left the booking unfinished.
WE SENDA reminder that their evaluation slot is still waiting, so they can go back and finish booking.
SEE IT
The missed-evaluation rebooking emails
WHENSomeone misses their paid Swing Evaluation or Intro to Golf session.
WHO GETS ITThe person who no-showed their first paid session.
WE SENDA same-day email offering to reschedule, then a follow-up two days later if they still haven't rebooked.
SEE IT
Email file missing — no local template file could be found for this email (Same-day and 48h follow-up). Not shown; nothing invented.
The bay session emails
WHENSomeone books a bay for practice and play.
WHO GETS ITThe customer who booked the bay.
WE SENDA confirmation, a short check-in after the session, and — for non-members — a membership offer a few days later.
SEE IT
The pay-as-you-go lesson emails
WHENA non-member books a coaching lesson.
WHO GETS ITThe pay-as-you-go customer who booked the lesson.
WE SENDA confirmation, a 48-hour get-ready email, a reminder the day before, and a short follow-up after the lesson.
SEE IT
The member lesson emails
WHENA member books a coaching lesson.
WHO GETS ITThe member who booked the lesson.
WE SENDA confirmation, a 48-hour get-ready email, a reminder the day before, and a short follow-up after the lesson.
SEE IT
They become a member
What happens the moment someone's membership — or first pay-as-you-go purchase — goes active.
The new-member welcome emails
WHENSomeone's membership goes active for the first time.
WHO GETS ITThe brand-new member.
WE SENDA welcome series over the first month — what to do first, what good members do, a two-week check-in, and a 30-day recap.
SEE IT
The member education emails
WHENSent to active and paused members as a one-time series.
WHO GETS ITMembers and paused members.
WE SENDA short series explaining how membership works — the studio, how Member Success can help, policies, how we use data to coach, and how we track progress.
SEE IT
The pay-as-you-go welcome emails
WHENSomeone buys their first pay-as-you-go credits.
WHO GETS ITThe new pay-as-you-go customer.
WE SENDA welcome email the moment credits appear, then short follow-ups a few days later depending on what they bought.
SEE IT
We help them keep going
The emails that keep members active, informed, and improving between sessions.
The 'we miss you' check-in emails
WHENAn active member hasn't booked or visited in 21+ days.
WHO GETS ITThe member who's gone quiet.
WE SENDA check-in encouraging them not to let the habit drop, then a stronger nudge if they're still away two weeks later.
SEE IT
The early 'haven't seen you' nudge
WHENSomeone hasn't booked in 10 days — earlier than the 21-day check-in above.
WHO GETS ITAny customer starting to drift away.
WE SENDA friendly early nudge, well before they'd count as fully lapsed — the cheapest point to catch someone before they drift.
SEE IT
The progress report emails
WHENSent on a 30/60/90-day and quarterly schedule to members.
WHO GETS ITThe member, based on their own coaching data.
WE SENDA report showing real improvement since they joined — no raw scores or promises, just what's actually changed.
SEE IT
The day-before session reminder
WHENThe day before any booked session.
WHO GETS ITAnyone with a session coming up.
WE SENDA reminder of what's coming and what to expect. (This is the same reminder shown under 'They book a session'.)
SEE IT
The low-credit top-up offer
WHENA pay-as-you-go customer's credits are running low or about to expire, and they've actually been using them lately.
WHO GETS ITThe pay-as-you-go customer with a low or expiring balance.
WE SENDOne of two emails, picked automatically by how often they've been coming in: a top-up or expiry-save nudge for the usual case, or — if they've been in almost every week — a note suggesting a membership would work out better value than paying per session.
SEE IT
The 'your coaching credits are ready' emails
WHENSomeone is given coaching credits, or their credits are close to expiring.
WHO GETS ITThe member or pay-as-you-go customer with credits.
WE SENDAn email letting them know their credits are ready to use, with reminders before packs, practice time, or fitness sessions expire.
SEE IT
The pay-as-you-go-to-membership upgrade emails
WHENAn active pay-as-you-go player books 8+ sessions in 60 days but has no membership yet.
WHO GETS ITThe frequent pay-as-you-go player.
WE SENDTwo nudges suggesting a membership would work out better for how often they play.
SEE IT
The plan change emails
WHENA member's plan changes, or they consistently max out their current plan.
WHO GETS ITThe member whose plan changed or who's outgrown it.
WE SENDA confirmation of the new plan and price, or — for members maxing out their tier — a prompt suggesting the next plan up.
SEE IT
Money stuff runs by itself
Card reminders, payment receipts, and renewal notices — all automatic, one line each.
The card-is-expiring reminders
WHENA member's card on file is about to expire — 30, 15, and 7 days out.
WHO GETS ITThe member whose card is expiring.
WE SENDA prompt to update their card before a payment fails.
SEE IT
The payment-failed email
WHENA member's payment fails.
WHO GETS ITThe member with the failed payment.
WE SENDAn email asking them to update their card, so their membership isn't interrupted.
SEE IT
The renewal reminders
WHEN45, 30, and 7 days before a membership renews.
WHO GETS ITThe member coming up for renewal.
WE SENDA reminder of the renewal date and a recap of what their membership has delivered so far.
SEE IT
The billing receipts and notices
WHENAny billing event — a payment, a receipt, a card update, a renewal.
WHO GETS ITThe member or customer the billing event happened to.
WE SENDReal-time receipts and notices, straight from the billing system, for every billing event that happens.
SEE IT
If someone wants to pause or leave
Pause and cancellation confirmations, plus the win-back and list-cleanup emails for people who've already left or gone quiet.
The how-to-cancel reply
WHENA member messages Member Success directly to say they want to cancel — before filling in any form.
WHO GETS ITThe member who reached out about cancelling.
WE SENDAn immediate, on-policy reply explaining how to cancel, sent by the team.
SEE IT
The pause confirmation email
WHENA member submits a pause request.
WHO GETS ITThe member who asked to pause.
WE SENDA confirmation that their pause is set up.
SEE IT
The pause status updates
WHENA member's pause actually starts, and again 7 days before it ends.
WHO GETS ITThe paused member.
WE SENDAn update when the pause starts, and a reminder before billing picks back up.
SEE IT
The cancellation confirmation email
WHENA member submits a cancellation request.
WHO GETS ITThe member who cancelled.
WE SENDA confirmation of the cancellation, with the correct notice period or fee for their plan type.
SEE IT
The win-back emails for former members and lapsed players
WHENSomeone's membership ends, or a pay-as-you-go player hasn't been in for 60+ days.
WHO GETS ITFormer members and lapsed pay-as-you-go players.
WE SENDA short series checking in, reminding them what they're missing, and offering a free evaluation to come back.
SEE IT
The last-chance-before-we-stop-emailing-you emails
WHENA contact has gone fully cold and didn't respond to the 'stay subscribed?' email below.
WHO GETS ITFully inactive contacts, as a last step before we stop emailing them.
WE SENDOne final touch, then a second final touch, before we clean the list.
SEE IT
The 'want to stay on our list?' email
WHENA contact has gone fully cold.
WHO GETS ITThe cold contact, before we consider removing them from our list.
WE SENDA simple check asking if they still want to hear from us.
SEE IT
Emails the team gets (not customers)
These never reach a customer's inbox — they keep the team on top of things that need a human.
The daily and weekly ops summary
WHENEvery day and every week, automatically.
WHO GETS ITThe owners — not a customer.
WE SENDA digest that sums up bookings made, no-shows, members flagged at risk, and revenue movement, so the business stays visible without anyone building a report by hand.
SEE IT
Email file missing — no local template file could be found for this email (Daily/Weekly Ops Digest). Not shown; nothing invented.
The cancellation follow-up to the coach and Member Success
WHENThe moment a member cancels.
WHO GETS ITThe coach and Member Success owner responsible for that member — not the customer.
WE SENDA note naming who owns the save attempt, with the reason the member gave, plus a nudge if there's no outcome logged after 24 hours and an escalation after 48.
SEE IT
The weekly cancellation summary
WHENEvery Monday morning.
WHO GETS ITMax, Lucy, Akash, and Vic — not a customer.
WE SENDA simple internal summary, not a designed email — plain text the code builds fresh every week with that week's cancellation numbers.
SEE IT
Cancellation weekly digest - [date range]
Total cancels: [number of cancels this week] | Save attempt logged: [number with a save attempt logged] | Escalated (48h): [number escalated]
By reason
[reason: count]
[reason: count]
Un-actioned (no save attempt logged, past 24h)
- [name]
- [name]
Built as plain text by the code at send time, not a designed template — shown here with the real structure it builds, no invented numbers or names.
The 'nobody's replied yet' alert
WHENA new enquiry hasn't been contacted within one business hour.
WHO GETS ITThe sales manager — not a customer.
WE SENDThis one isn't an email at all — it's a chat message sent straight to the sales manager, so a real person follows up before the enquiry goes cold.
SEE IT
SLA breach: lead [lead's first name] [lead's last name] ([lead owner's name]) uncontacted [how long they've waited] min. [link to the lead]
Sent as a chat message in Zoho Cliq, not an email — that's why there's no email file to show.
Coming soon
Still being built, or waiting on something else to launch first — no detail yet, just what's on the way.
The 5-part story emails for new leads (still being finished)
The wake-up emails for cold leads who never booked (still being finished)
The wake-up emails for people who tried us but didn't join (still being finished)
The come-back offer matched to why someone left (still being finished)
The daily story emails to our warmest readers (still being finished — needs a writer assigned before it can start)
The level-journey emails: plan & expectations, post-lesson progress, pre-lesson reminders, and graduation recognition (waiting on the levels going live to members)
A visit-pace nudge early in someone's first month, to help a new member build the habit before they drift (built, waiting for Max to switch it on)
A nudge to book session two, sent the day after someone's very first session (built, waiting for Max to switch it on)
A recognition email for 6-month, 1-year, 50th, and 100th session milestones (built, waiting for Max to switch it on)
A welcome-back email for a member returning after a long break (built, waiting for Max to switch it on)
WhatsApp versions of everything above (one consolidated rollout, not yet built)
Internal team reference — not for customers. Built from the communications Source of Truth, live-state as of 2026-07-20.