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First Visit Missed

There are many reasons a client might miss their first event at your studio. The good news is, setting up automations to help get the client rescheduled is simple, and will showcase your studio’s dedication to outstanding customer support.

For the purpose of this reference guide, we are going to keep the segmentation very simple, ignoring event type (group class vs appointment), event name of the missed class, and even the status of that booking (as we’ll deduce that through our segmentation). We’ll build a simple automation that simply triggers if someone:

  1. Had an event scheduled
  2. As of “today,” has still not attended any events (removing the need to rely on status, which could be early cancel, late cancel or absent), and
  3. As of “today,” the person has no upcoming event scheduled (ie - the goal is to get them to attend their first event).

Designing a good First Visit Missed sequence

  1. Keep it simple! The reason you don’t want this to be a very complicated series of automations is, depending on how you setup your Prospect and Intro Offer automations, you should already have touch points setup to address a missed class:

  2. Prospect automations - if your prospect automations do NOT end when someone purchases an intro offer, the person who missed an event would continue triggering your Prospect automations.

  3. Intro Offer: if your prospect automations DO end when someone purchases an intro offer, your Intro Offer automations should keep the client moving forward.

  4. Use To-Do automations - To-Do automations are not client facing, which provides the added benefit of reaching out to the client if it makes sense, or deleting the To-Do and moving on. In the content of your To-Do, it’s easy to add pre-populated SMS content and call scripts for your staff. As an added bonus, having a staff member personally reach out by way of phone call or text message while show the client how much you personally value their business. Content of your To-Do should provide clear instructions to your staff as to what information to reference in your booking software (what class type / time was missed), double check the client has not already re-booked, and what to say on the call or send via text message.

  5. Provide a way to remove a member from this sequence - As with any other well planned automated sequence, you’ll want to be able to prevent these automations from triggering for specific clients. To do this, you’ll use a dedicated Stop Tags for this automated sequence. If you’re not familiar with “stop tags,” here’s your chance to catch up.

First Visit Missed Segmentation

In this reference guide, we’ll outline 2 main types of First Visit Missed automations:

  • Event was scheduled for “today” - we’ll need to add a few considerations to this, such as the event has already ended, provide a little buffer time after the event end time for your staff to reconcile the event roster, and
  • Event was scheduled X days ago - You can use this framework to build out a more robust sequence if you like, as the only filter you’ll be changing is event start date

Before we dive into the “trigger points,” “conditional rules,” and the full segment build out, these are the filters we’ll be using.

  • Client tag - this will allow us to remove anyone that we’ve tagged with our First Visit Follow-Up opt-out tag.
  • Booking event count this will allow us to make sure the client has not been marked as “attended” for any event, as well as remove anyone that has an upcoming event scheduled (ie - has already rebooked their missed event).
  • Booking event status - While we won’t be using this filter to distinguish how the client missed their event (early cancel / late cancel / absent), we will use this filter to make sure the client has not been marked as “attended” for any event, as well as remove anyone that has an upcoming event scheduled (ie - has already rebooked their missed event).
  • Booking event start date - This will act as the “trigger point” for these automations, as well as provide the ability to add a little buffer time following the missed event, giving your staff some time to reconcile the class roster.
  • Booking event end date - We’ll only use this for any automation that triggers the day of the missed event, ensuring the event has already ended.

Trigger Point

While these segments will be comprised by “booking” rules, the first booking rule will be the “trigger point” (person was schedule for an event today, or X days ago), and the rest will serve as conditional rules (person has still not attended, and has nothing scheduled for the future)

The filter containing booking event start date will be our trigger point.

For an event that was booked “today” this rule will contain a few extra filters, as we’ll be taking into consideration a few outlying cases:

Rule (contains 3 filters):

  • Booking event start date = today (booking was schedule for today)
  • Booking event end date = in the past (the event has already ended)
  • Booking event end date = not in the last 60min (adding a little buffer time to make sure our staff has updated the event roster before any automations trigger).

Rule described: person was scheduled for an event today, the event has already ended, and the event ended at least 60min ago.

For events that were scheduled at least 1 day ago, the rule will be a bit shorter as we don’t need to define the end time of the event, or add a buffer time.

The “trigger” point rule for any event that was scheduled X days ago is simply:

Rule (contains 1 filter):

  • Booking event start date = exactly X days ago

Rule described: person was scheduled for an event which occurred exactly X days ago.

Conditional Rules

Now that we have the “trigger” point down (ie - when the event was scheduled) there are 2 additional booking rules we’ll add that serve as conditional rules.

In plain english, these rules will be:

  • As of now, the person still has not attended, and
  • As of now, the person has not rescheduled.
  • To avoid outlying cases (not required, but safe to include), person is not currently in an event.

Conditional rule 1 (contains 2 filters):

  • Booking count = 0
  • Booking status = attended

Rule 1 described: person has never been marked as “attended” for an event.

Conditional rule 2: (contains 2 filters):

  • Booking count = 0
  • Booking status = upcoming

Rule 2 described: person does not have any other events scheduled (ie - has not rebooked).

Conditional rule 3 (optional, and contains 2 filters):

  • Booking count = 0
  • Booking event start date = in the last 90 min

Rule 3 described: person has no booked events that started in the past 90 mins. This rule is optional, and prevents outlying cases where someone meets all other rules (has not attended an event that has ended, has no upcoming events book), but the client is currently in class.

First Visit Missed “Today” - Full Segment

Rule 1 (contains 2 filters):

  • Client profile status = active (this filter is added to all segments by default)
  • Client tag does NOT have = [select the stop tag tag you’ve created for this automation sequence]

Rule 2 (contains 3 filters, the “trigger” point rule):

  • Booking event start date = today (booking was schedule for today)
  • Booking event end date = in the past (the event has already ended)
  • Booking event end date = not in the last 60min (adding a little buffer time to make sure our staff has updated the event roster before any automations trigger).

Rule 2 described: person was scheduled for an event today, the event has already ended, and the event ended at least 60min ago.

Rule 3 (contains 2 filters):

  • Booking count = 0
  • Booking status = attended

Rule 3 described: Person has never been marked as “attended” to any events.

Rule 4: (contains 2 filters):

  • Booking count = 0
  • Booking status = upcoming

Rule 4 described: Person has no other events booked.

Rule 5 (contains 2 filters):

  • Booking count = 0
  • Booking event start date = in the last 90 minutes

Rule 5 described: This is in place simply as a safety precaution to prevent edge cases where someone might have missed a class and booked another class an hour later. As the client would still be in class in this scenario, they would not be marked as attended nor would the event be upcoming any longer)

The segment above explained: Trigger this automation for someone that was booked for an event today,that ended sometime longer than 90 minutes ago, is not currently in an event, has not attended any events and has no events upcoming.

Example First Visit Missed Today screen shot

Example First Visit Missed Today Screen Shot

First Visit Missed “X” days ago - Full Segment

Rule 1 (contains 2 filters):

  • Client profile status = active (this filter is added to all segments by default)
  • Client tag does NOT have = [select the stop tag tag you’ve created for this automation sequence]

Rule 2 (contains 1 filter, the “trigger” point rule):

  • Booking event start date = exactly X days ago (booking was schedule exactly X days ago)

Rule 2 described: person was scheduled for an event exactly X days ago (x being the number of days you select in this filter).

Rule 3 (contains 2 filters):

  • Booking count = 0
  • Booking status = attended

Rule 3 described: Person has never been marked as “attended” to any events.

Rule 4: (contains 2 filters):

  • Booking count = 0
  • Booking status = upcoming

Rule 4 described: Person has no other events booked.

Rule 5 (contains 2 filters):

  • Booking count = 0
  • Booking event start date = in the last 90 minutes

Rule 5 described: This is in place simply as a safety precaution to prevent edge cases where someone might have missed a class and booked on an hour later. As the client would still be in class in this scenario, they would not be marked as attended nor would the event be upcoming any longer)

The segment above explained: Trigger this automation for someone that was booked for an event X days ago, is not currently in an event, has not attended any events and has no events upcoming.

Example First Visit Missed “X” days ago screen shot

Example First Visit Missed “X” days ago Screen Shot

Automation Catalog

Need help building your First Visit Missed automations, or want to add a few more touch points? We have plenty of templates in our automation catalog to get you started:

  1. Click on Automations -> Catalog
  2. Locate the category First Visit - Missed
  3. Select the automations you’d like to add to your account.