club director client onboarding
& management
Onboarding New Clients
Onboarding new clients is an important part of the initial client experience, follow the directions below to produce high quality experiences and return clients for both class and private training clients:
Initial Contact & Welcome
Send a friendly welcome text message (or email if text number isn’t available) introducing yourself and the gym
Confirm their first session date, time, and location
Share a warm, upbeat message: “We’re excited to have you join us for your first session at Para Performance Co.! Show up about 2 minutes early to sign a waiver and don’t forget athletic attire, gym shoes, and hydration. Please leave all personal belongings at home to avoid clutter. We’ve got water, protein and snacks on site for purchase, we’re excited to have you! Don’t hesitate to text us back with any questions!”
Gather Key Info
Confirm contact details and emergency contact
Ask about fitness goals, injuries, or limitations (use a quick intake form if possible)
Clarify experience level or comfort with group training or equipment
Set Expectations
Explain what to expect in their first session (type of workout, pace, duration)
Let them know they can go at their own pace and ask questions anytime
Highlight your team’s supportive, no-pressure vibe
What to Bring / Wear
Recommend gym attire and proper shoes
Remind them to bring a water bottle and towel
Let them know where lockers, bathrooms, and water stations are
Logistics
Share parking tips, entrance instructions, and how early to arrive (10-15 minutes before)
Offer a tour or quick orientation upon arrival
Mention how check-in works (e.g., app, front desk, trainer greeting)
Support & Communication
Let them know how to reach out with any questions (text, email, call)
Reassure them they’ll be guided every step of the way
Encourage feedback after the session
Mindset
Remind them: “The hardest part is just showing up—you’ve already done that!”
Encourage them to have fun, be patient with themselves, and enjoy the process
In Personal Welcome Tour & Set Up
Welcome the client and greet them in person for the first visit
Tour the facility demonstrating proper equipment usage and storage, cleanliness expectations, bathroom facilities, entering and exit instructions, etc.
Client Management Communication General Expectations
Use the client’s name when possible
Respond within 24 hours (or sooner if urgent)
Be friendly, clear, and solution-oriented
Use proper grammar and punctuation (even if casual)
Match the client's tone—slightly more professional if they’re formal, slightly more relaxed if they’re casual
Always thank them for reaching out
Always close the loop—follow through with promised actions
If unsure of something, say: “Let me double-check and I’ll follow up shortly.”
Stay human—you're talking to a community member, not a customer service ticket
Client Email Communication Expectations
Start with a warm, professional greeting (“Hi [Name], thanks for reaching out!”)
Acknowledge their concern/question right away
Offer clear info, options, or next steps
Keep paragraphs short and skimmable
End with a helpful closing (“Let me know if you need anything else!” / “Happy to help anytime.”)
Example:
Hi Jamie,
Thanks for your message! I can definitely help with updating your membership. I’ll take care of it today and send you a confirmation shortly.
Let me know if there’s anything else I can do.
Cheers,
[Your Name]
Client Text Message Communication Expectations
Keep it short and conversational
Use complete sentences, but contractions are fine (“I’ll check on that for you”)
Emojis can be used sparingly if your brand tone allows (e.g. thumbs up, smiley)
Always end with a clear action or confirmation
Example:
Hey Alex! Got your text—yes, we’ve got space in the 5:30 class today. I’ll save you a spot 👍
Client Phone Call Communication Expectations
Answer with energy: “Hi this is [Your Name] at [Gym Name], how can I help you?”
Actively listen and repeat key concerns to confirm
Be upbeat, but respectful—smile (they can hear it!)
Wrap up with a summary and a thank you: “I’ll get that updated now, and you’ll get a text confirmation. Thanks for calling, [Name]!”
Open Gym Client Onboarding
Onboarding new open gym clients to ensure they are fully prepared for their initial session is very important in the overall experience.
To begin, once the client is register for a new membership or drop in, make the point of contact via text welcoming them to the club. If possible, plan to meet the new client on site for their first visit to appropriately set them up for ease of success.
Welcome message & instructions text template:
Hi <Insert Client First Name>
You have an upcoming reservation for Open Gym at Para Performance Co. in Silver Lake, LA! We appreciate your business and excited for you to get a good, private workout in!
Per our instructions, your private entry code and instructions are:
-Main door entry code is <Insert Code>
-Lock door behind you when alone to avoid interruptions
-Lights are <Insert Lighting Directions>
-You are permitted to use lockers for storage, our restroom facility, and a sweat towel if needed
-The entire space and entry is under security camera surveillance at all times
-Ensure the door is locked when you finish & leave and key is returned to the box in the locked position
Feel free to text or call anytime if you’ve have any questions or need assistance!
Have a great workout, <Insert Club Manager Name>
Post Workout Client Communication - First Workout Only
Upon any new client’s first visit, send them a follow up message as a sign of our appreciation and support:
Hey <Insert Client First Name>
Quick message of appreciation, we are grateful to have you at Para! I know that was a challenging workout, but you did great!
Post workouts can be filled with a mix of soreness and motivation (or a nap let’s be real) so here’s a few tips post workout recovery:
Water is best, drink as much as you can to help flush out acids that aid soreness
Get 3 short stretch sessions in the next 24 hours, a quick minute doing a few standard stretches
Foam roll & films :) Get a few minutes of foam rolling at night before bed
Take a light walk as soreness sets in, moving helps the muscle stiffness
Salt baths - an old school epsom salt bath for 20min followed by a :60 cold shower is next level
Reach out anytime and follow us @paraperformanceco on Insta for all things PPco. Hope to get ya back in soon!