My other tip would be that whatever you decide to do, make sure that it’s a consistent policy and that everyone who is implementing the on-boarding knows how to do it. We have had different front desk and sales managers provide different qualities of experience, which can be frustrating for the member who didn’t get a good on-board when talking to a member who was better served.
What does your studio sell?
Most places where I work do an initial personal training assessment to help clients see where their fitness levels are at and then recommend a program of action. The percentage of this assessment that’s actually a sales pitch varies by location. The best I’ve seen it done is at a former employer that had a wellness “roadmap” that assessed different fitness qualities – strength, cardiovascular capacity, etc, but also addressed sleep, diet, stress, restoration/recovery. They charge $90 for a 90 minute complete assessment. Although it can lead to a sales pitch and can sell training, the roadmap in this case is an excellent tool that really helps a client figure out where they’re at and where they might go next.
If your studio has group-ex, have someone who actually knows the group ex instructors go over the schedule. “If you are wanting to get stronger, Sarah’s lifting class on Mondays is great for teaching you the basic form and safety for barbell weight lifting. The weights in our studio go up to 60 pounds, which is enough for most people to increase all-over strength.”
At any rate, you want your most service-oriented, best listening, people doing the on-boarding.