Member Success

Find the answer before you ask. Members, money and messages, one click from here.

1Pauses, cancellations and terms

How do I pause or cancel a member? The steps for a pause or a cancellation, on one page.Open the steps → What emails does a paused member get? Every message a paused member gets, from the pause to the return.See the emails → A member canceled. Who owns the follow-up? Who follows up after a cancellation, and when.See who owns it → What are our booking terms for Play and guests? The Play and guest booking terms, and how to explain them to a member.Read the terms →

2Credits and payments

How do member credits work? How credits are added, used and expire.Read how credits work → What reminders go out when credits are added? The reminders a member gets once new credits land.See the reminders → When do top-up and membership nudges go out? When the top-up and membership nudges send, and who gets them.See the nudges → A member hasn't paid. What does the daily Cliq alert mean? What the daily unpaid-member alert in Cliq tells you, and what to do.Read the briefing →

3Talking to members

Which WhatsApp message do I send? Ready-to-send WhatsApp messages for the common moments.Open the messages → What is the eval-to-join flow and what do I say? The eval-to-join steps and what to say at each one.Open the quick reference → How do I build a member's plan? The Game Plan Builder, for building a member's plan with them.Open the builder → Can I decide this, or do I escalate? What you can decide yourself and what goes up, and to whom.See who decides → How do I send a member their referral link? What to send, what the friend does, and when the member earns a lesson.See how referrals work →

4Alerts that land on you

What is the at-risk alert? Why a member gets flagged at risk, and what to do next.Read the alert guide → What is the rebooking check? The check for members with no next session booked.Read the check → What is the absence ladder? The messages members get when they stop coming in, step by step.See the ladder → What do new members and PAYG customers get after they join? Everything a new member or PAYG customer receives after joining.See onboarding →

5Events and the bays

How do member events and group classes work? Who gets what, how booking works, fees and no-shows.Read the brief → Something in a bay is broken. Where do I report it? Report it here. It goes straight into the issues queue with an owner.Report an issue →

6Also useful

What counts as a delivered lesson? Four things make a lesson count. Useful when a member asks about a missing video or report.See the rule → Membership or PAYG, side by side Both options side by side, with what each one includes.Compare them →

7What happens behind the scenes

The Systems Handbook shows what fires when something happens.

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