5 min readEnquiries and leads
Gym CRM for India: how to follow up enquiries and turn walk-ins into members
By Himanshu Thakur, Founder, Jimwala · Updated · 5 min read
A "gym CRM" sounds heavy. For most gyms it means one thing: nobody who enquires should vanish because the number was never written down or nobody called back. The routine below works with a notebook and works better with software.
Four steps
- Record every enquiry the moment it happens: name, phone, what they asked for, where they came from.
- Set a follow-up date before you put the phone down.
- Offer a trial session. People who try are far more likely to join than people who only hear a price.
- On the day they join, convert the enquiry into a member so nothing is typed twice.
Enquiries come from walk-ins, phone calls and WhatsApp, Instagram or Facebook messages, your website form and member referrals. Write the source down each time.
A schedule to copy
- Same day: thank them for visiting or calling and send your plan prices on WhatsApp.
- Day 2: offer a free trial at a time that suits them.
- After the trial: ask how it felt and offer the joining plan that day.
- Day 7: one more message with a small, time-limited offer.
- Day 30: a friendly check-in. If there is no interest, mark the lead lost.
What to say when you call back
Hi Rahul, this is Anil from Iron House Gym. You visited us on Tuesday. Would you like to try a free session this week and see the morning batch?
Hi Priya, a few seats just opened in the ladies-only 7 am batch. Want me to hold one for you?
What loses enquiries
- Numbers on loose paper or a phone note nobody checks.
- Calling once. Most people need two or three touches.
- Quoting a price over the phone without inviting them in for a trial.
- Not noting the source, so you cannot tell which advertising works.
- Leaving enquiries to the front desk with no follow-up date.
Count where members come from
Once every lead has a source, a few months of data shows which channel brings people through the door. Spend your time and money there and drop the rest.
In Jimwala
One board for every enquiry, from New enquiry to Trial booked to Joined or Lost. A follow-up date on each lead so you know who to call today. Enquiries from your Jimwala website arrive automatically with a WhatsApp alert. Convert a lead and the member is created with the same name and number.