Health & Fitness

The parts that never made it into the process document.

None of this is a technology problem, which is why buying technology has not fixed it.

1. 01

   Bookings, cancellations and waitlists live in different systems, and the reconciliation is a person opening tabs.

2. 02

   A programme is written once at sign-up and never adjusted, because adjusting it is manual and nobody has the hour.

3. 03

   Member data is spread across scheduling, payments and messaging, and any of the three can export all of it.

4. 04

   A question arrives at eleven at night and is answered at nine the next morning, which is after the member has stopped caring.

Narrow, boring, and in your environment.

Scoped against a boundary agreed in writing before anything is built, and built in increments you can evaluate one at a time.

• One booking position the member app and the front desk both read.
• An agent that notices the member who has not attended in three weeks and drafts the message a coach sends.
• Out-of-hours answering that handles the routine question and hands anything else to a named person in the morning.

What the agent is not allowed to do here.

Every piece of this work has a line the automation does not cross, and it is cheaper to agree it now than to discover it in an incident. These are ours in health & fitness.

• Nothing gives clinical or medical advice. A question that turns clinical stops and goes to a human.
• Health data is held separately from marketing data and is not used for it.
• A member can be told exactly what is stored about them, and it can be deleted.

The six that apply to every engagement, whatever it is, are on the home page, and what an engagement costs is on pricing.