The Rebooking Check — SwingFIT Member Success

What's changing

A check runs every couple of hours and looks at every lesson that finished that day. If the member hasn't booked their next lesson, an email goes to you and the coach together. If they've booked the next lesson but a member hasn't touched their practice access, a separate email goes to Member Success only — the coach's part is already done. Either way, you find out the same day, not weeks later when the member's gone quiet.

How it works

Four things to know, start to finish.

Only lessons trigger this, not practice

The check looks at coaching lessons — not practice sessions, not evaluations. A lesson is taken or attended, never "played." Practice and bay time run on their own separate check, described in step 3.

Two things get checked per member

Has this member booked their next lesson? And if they're a member (not a pack-based PAYG customer), have they also booked their next practice session? PAYG customers are only checked on the lesson — practice packs don't carry the same weekly expectation.

Next lesson missing Practice missing (members only)

Two different alerts, two different jobs

If the lesson is missing, both the coach and Member Success get an email — get the member rebooked, ideally the same day. If the lesson's booked but practice is missing, only Member Success gets the email, since it's a membership-access nudge, not a coaching follow-up — members have unlimited practice and bay access included, so this is about reminding them to use what they're already paying for.

Log why it didn't happen — lesson alerts only

The lesson-missing email includes a "Log why this didn't happen" link. Click it, and a short form opens already tied to that member's booking — pick a reason (scheduling conflict, cost, lost interest, injury, coach fit, other), add a note, say who's logging it. No login needed. The practice-nudge email doesn't have this link — there's no real "reason" to log for skipping unlimited access.

What we're asking of you

On a lesson-missing alert: reach out and get the member rebooked, same day if they've already left the studio. This is shared with the coach — neither of you owns it alone.
On a practice-missing alert: nudge the member to use their practice or bay access. This one's Member Success territory — no coach involved, since their job with that lesson is finished.
Log the reason when you can. It's a quick form, and it's the only way this system learns why rebookings fall through — patterns show up over time that a single missed booking never would.

What this isn't

This isn't a replacement for the day-before lesson reminder — that's a separate, earlier touchpoint. This one only fires after a lesson ends, checking what comes next.

It also doesn't cover practice-ending gaps yet — a member who uses their practice access but has no lesson booked. That version is drafted but not built. For now, this system only starts from a finished lesson.

Current status: the check is built and running on schedule, but every alert is currently redirected to Max instead of real coach and Member Success inboxes — this is deliberate, holding until the team's briefed on what a real alert looks like. Once that happens and alerts go live, expect a short catch-up period covering lessons that already went unbooked, not a flood every day after.

Why this matters

The window right after a lesson ends is when a member is most likely to book the next one — or most likely to let it slide and quietly stop coming back. Catching that gap the same day, while the lesson's still fresh, is a much easier conversation than catching it two weeks later.

This closes that gap without adding a manual checklist — the same-day nudge just needs someone to act on it.