Credit Top-Up & Membership Nudges — SwingFIT Member Success

What's changing

Every morning at 11am, a check looks at every pack-based (PAYG) customer's credit balances across four types: coaching, practice, fitness, and junior. If a pack is running low or expiring soon, and that customer has actually been using it, they get a branded email direct from SwingFIT — either a top-up nudge or a membership suggestion, depending on how often they've been coming in. This is member-facing and fully automated. Member Success doesn't send anything here; the value is knowing it exists so you can speak to it if a customer asks.

How it works

Four things worth knowing.

Only fires for real usage, not a forgotten balance

A low or expiring pack only triggers an email if that customer has had at least 2 sessions of that credit type in the last 60 days. Someone who bought a pack and barely touched it doesn't get an upsell nudge — there'd be nothing genuine to point to.

Two outcomes, based on how often they come in

2–7 sessions in 60 days sends a top-up nudge — their balance is low or expiring, here's how to keep going. 8 or more sessions in 60 days sends a membership suggestion instead — at that frequency, a membership works out better value than repeatedly topping up a pack.

2-7 sessions/60d -> Top-up 8+ sessions/60d -> Membership

Four credit types, each worded correctly for what it actually is

Coaching and junior credits cover coaching lessons — taken or attended, never "played." Practice credits cover self-serve bay and TrackMan time, with no coach involved. Fitness credits cover physical training sessions, not swing work. Each email uses the right words for the right thing — worth knowing so any follow-up conversation you have matches it exactly.

One email per customer, at most every 14 days

If a customer qualifies on more than one credit type in the same run, only one email goes out, and the same customer won't be messaged again for at least 14 days. No one gets stacked with multiple nudges in the same week.

What we're asking of you

Know it exists. If a customer mentions getting a top-up or membership email, you'll recognize it and can explain why they got it.
Know the logic if they ask. It's based on their real usage over the last 60 days, not just a low balance — worth saying if someone questions why they're being nudged toward membership specifically.
Use the same language they'll have just read. Coaching/junior = lessons, practice/fitness = self-serve sessions. Matching the email keeps things consistent for the customer.

What this isn't

This isn't an internal alert for you to act on — unlike the At-Risk or Rebooking checks, there's no queue here and nothing for Member Success to send. It's a fully automated, direct-to-customer email.

It also doesn't apply to members on a membership — this only reaches pack-based PAYG customers, since members already have unlimited practice/bay access and a set monthly lesson allotment, not a depleting pack.

Current status: the check is built and running daily, but every email currently redirects to Max instead of real customers — it hasn't gone live yet. Two things are still being confirmed before it does: the two "book now" button links on the templates, and a few clean daily test runs across all four credit types. You won't see real customer questions about this until it's flipped on — flag it to Max if one somehow comes up before then.

Why this matters

A customer who's actively using a pack and lets it quietly run out either stops coming in or has an awkward moment at the front desk mid-session. Catching it a little before it happens, with a nudge tied to their own real usage, keeps that from becoming a lost booking or a frustrated conversation.

For the customers coming in almost every week, it's also the natural moment to point out that membership would simply cost them less for what they're already doing.