Product

The Gym Ops Playbook Pack

Everything we run as a service, written down so your staff can run it instead. One payment, no subscription, yours permanently. For owners who'd rather build the muscle in-house than rent it.

What's in the pack

1. The decline recovery sequence

The full seven-touch sequence with the actual text and email copy, the timing rules, and a decline-reason decision table telling you which path each failure takes. Includes the front-desk flag procedure — what the check-in screen shows, what the staff member says, and the fifteen-second script that doesn't make it awkward.

2. Cancellation save scripts, by reason

Cancels arrive with a reason attached and most clubs answer all of them the same way. These are separated out:

• Cost. A downgrade path that keeps them in the building instead of a discount that resets your rate integrity.
• Injury or travel. Freeze, not cancel. A frozen member comes back; a cancelled one starts over at a competitor.
• "I'm not using it." The one that's actually winnable, and the one most staff give up on fastest. Script plus the re-onboarding offer that follows it.
• Moving. Usually a genuine loss — so this one's about the referral and the clean exit, because they'll talk about you either way.

3. The monthly owner review agenda

A ninety-minute agenda that walks the same numbers in the same order every month, with the questions to ask at each one. The value isn't the agenda, it's that it's identical every month — that's what makes trends visible instead of anecdotal.

4. The KPI tracker template

A spreadsheet built around the metrics on the scorecard, including the tenure-cohort churn cut and the visit-frequency bands. Formulas documented so you can adapt it rather than fight it.

Who this is wrong for

If nobody on your staff has forty minutes a week to own this, buy the service instead. A playbook sitting in a shared drive recovers exactly zero dollars, and I'd rather tell you that now than sell you a PDF you'll feel bad about.