Joining decisions happen at night
People decide to do something about their fitness at 10pm on a Sunday. If your website cannot answer their questions then, the decision passes.
That timing is the whole argument for chat in this sector.
What they need to know
- Price, and what the different options include
- Contract terms — minimum period, notice, joining fee
- Timetable — when the classes they want actually run
- Trial options and how to take one
- Cancellation, because everyone wants to know before joining
Being straightforward about cancellation converts better than hiding it. People assume the worst when it is not stated, and the assumption loses the sale.
The timetable question
Class availability is the most-asked question and the most likely to be out of date. Keep the published timetable current and recrawl when it changes.
A bot confidently naming a class that no longer runs produces a wasted journey and a complaint.
Capture trial bookings
- Answer the price and terms questions first
- Offer the trial when there is genuine interest
- Take the minimum needed to book it
- Route it so someone follows up the same day
Keep the health boundary
Questions about injuries, conditions or whether exercise is suitable go to a person with the relevant qualification. The bot should never advise on that.
It can explain what your instructors are qualified in and offer a conversation, which is the right answer.