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Front desk

Your screen for an eight hour shift: who is walking in next, what to sell, and what needs fixing before a member has to ask.

Reformer Flow, starts in 12 minutes
Full, 2 waitlisted
Member Reformer Flag Status
Leah Thompson R1 VIP Checked in ·
Marcus Webb R2 · Checked in ·
Priya Chandra R3 · Checked in ·
Wendy Okafor R4 · Checked in ·
Colin Baptiste R5 · Checked in ·
Marisol Vega R6 · Checked in ·
Derek Choi R8 · Checked in ·
Grace Sullivan R9 Payment overdue Not yet
Ivy Nakamura R10 Expired card Not yet
Owen Fitzgerald R11 First class Checked in ·
Tomas Nunez R12 2nd class ever Checked in ·
Rosa Delgado R13 · Not yet
9 of 12 checked in. 2 waitlisted, Jordan Kessler and Amara Osei, text both if a spot opens.
Nothing else in the next 90 minutes. Next up: 9:00 AM Mat Fundamentals, 14 of 20, in 3 hr 8 min.
Quick sell
Item Price Sold today
Drop-in class $32 4
5 class pack $145 2
10 class pack $270 1
Unlimited monthly $189 1
Grip socks $18 6
Today's sale
BC
Ben Carter
New walk-in · Website lead, 1 hr ago
Item
5 Class Pack
Payment method
Card on file
Subtotal
$145.00
Total
$145.00

Ben Carter came in from the website 1 hour ago. Selling him a pack here moves him straight to Member, no separate step.

Needs a fix before class
5 open
Client Problem Detail
Grace Sullivan Payment overdue Card on file declined Jul 29, $189 due
Tomas Nunez Missing waiver Signed the intro form only, full liability waiver outstanding
Ivy Nakamura Expired card Visa ending 4471 expired Jul 31
Owen Fitzgerald First-timer, needs a tour Checked in for the first time, no studio tour on file
Isla Paxton Unsigned minor waiver Turned 16 in July, guardian Renee Paxton needs to resign before her next class
EYT works the front desk too. It can text a payment link, send a waiver, or assign a greeter, all without leaving this screen.

One scan, and the studio knows four things

Who came in, which class, which teacher, and at what time.

The desk still checks people in by name and always will. Scanning is for the regulars who come three times a week and do not want to have a conversation at 5:55 in the morning.

The code on the wall

Changes every 60 seconds
Works for 15 minutes either side of a class
Scanned this week 204 of 486 check-ins
Members using it 71 of 298

It rotates because a photograph of a static code on a wall is a free class forever. Sixty seconds is short enough that a screenshot is useless and long enough that nobody has to try twice.

What it cannot do

Check in somebody who is not bookedIt opens the booking screen instead, with the class already chosen. A scan is not a way around a full room. By design
Check in a first timerA first visit is a waiver, an injury note and a conversation. Those go through the desk, every time. By design
Replace the rosterThe teacher's roster is still the record. A scan marks attendance on it, it does not become it. By design
What happens after the class

Three steps, and the second one is the only one a member ever sees.

When What happens Who sees it Last 30 days
Class ends
Immediately
 Attendance is written to the roster and to the member's own record. Nothing is sent. Nobody 204 scans
Two hours later
One tap
 "How was Reformer Flow with Dana?" Five stars, no text box, no second screen. Skipping it costs nothing and it never asks twice about the same class. The member 204 asked, 138 rated
When that teacher is next on
At most once a fortnight
 "Priya is covering Saturday 9:00. You rated her class four stars in July." One text, with the booking link. Members who rated that teacher 4 or better 61 sent, 24 booked

24 bookings from 61 texts, and every one of them went to somebody who had already said they liked that teacher. The same text sent to all 298 members is the thing that makes people mute a studio, and it would have found most of the same 24.

Coming back often enough to notice

A reward for frequency, not for spending.

Rule What earns it What they get Would have gone to State
Ten in three weeks
The one Jessica described
 10 classes attended inside any 21 day window $5 off grip socks, applied at the desk 14 members, $70
Back after a gap
Worth more than the one above
 A class after 30 days away, then another inside 14 days Their next class free 6 members, $192
A hundred classes
Not a discount
 The hundredth class at this studio, ever Named on the board by the desk, if they want to be 3 members

The middle rule costs the most and is the only one that changes a behaviour.