Jayde:
Hi, everyone. Thank you for joining us today. We're gonna give it a couple minutes while everybody joins, and then we'll get started shortly. There he is.

Josh:
Yeah. I'm here.

Jayde:
See people joining. So how is your workday today, Josh?

Josh:
It's been busy.

Jayde:
It's good. It's good.

Josh:
A lot of calls. A lot of calls. Hopefully, everyone's having a great Wednesday. It's hard to believe we're already

Jayde:
Halfway through

Josh:
this week. Through q one. Uh, I mean, that's, yeah, that's that's this week. See that mirror thing. Um, Yeah. So been been good. Excited excited for today's office hour.

Jayde:
Yeah. It's a good one. Let's see. Okay. Well, as people are joining, I think we can go ahead and go over some of the the housekeeping rules. We go through this every office hours. So if you've joined us before, you've heard it before. Um, please do me a favor for q and a. Keep the q and a in that little q and a icon that you see on the right hand side of your toolbar there. Um, you can ask us questions along the presentation. We're gonna make sure we do our best to answer them as we go. Um, for chat, use the chat to communicate with us just to engage, have fun. Um, but make sure you don't put the questions in there just so that we're not missing any of your questions. Please try to keep in the q and a. Uh, and, of course, we will send a recording of this after the presentation, so you guys will be seeing that in your email inbox. Um, beyond that, today's presentation is about journeys and automations, how to create consistent high impact communication that drives real results. And I'm gonna go ahead and introduce our speaker. So Josh, Josh Opul, he's our Walla business and marketing growth coach. He helps boutique studios get more value out of the Walla platform, and he brings hands on experience as a former consultant and fitness instructor with a focus on client acquisition, engagement, and retention inside Walla. I'm also excited to say today, we have a special guest joining us. We will be joined by Megan Wenstrup, owner of Height Cycle. It's a community driven indoor cycling studio built around high energy experiences and strong rider connection. Over the past few months, Megan has been partnering with Josh to maximize the impact of journeys, turning automation into strategy, um, and tools that support engagement. It helps her with retention and growth, and she's gonna go ahead and team up with Josh to give you guys a real look into how the studio environment can apply this, um, and go over some wins and lessons learned along the way. Now, lastly, I'm Jade. I'm the product marketing manager here at Wala. You guys will see me here on screen, um, going over some of the questions and just, like, helping sift all those out as we go through the presentation. But, overall, I'm gonna go ahead and pass things off. Josh, the floor is yours.

Josh:
Thank you, Jade. I appreciate it. Oh. Um, and hello, everyone. Uh, y'all know me. Um, I always like to get get the chat going, uh, because I want engagement and everything. Um, but, you know, do make sure we put our question and answers because Jade will, uh, end the q and a section so Jade can mark those off as completed. But, uh, where I would really like to start off today is, you know, what's your experience like been with your journeys and automations? Uh, you know, do you like, how confident do you feel in using them and everything of that nature? And sometimes the other I guess the other thing that you can put in the chat is also what when it comes to journeys, do you know where to start? Do you know what you need in place, uh, for your studio? So let's go ahead and just so I can kinda see, uh, so how confident are you with journeys and automations as well as, um, do you know exactly what types of journeys you need, uh, to help you with growth? Um, because, uh, today, we're really going to be going over, um, you know, some terms of how to set it up. Of course, we'll have the work session. Of course, Megan will be coming on joining later as well. Um, so I'd love to see just kind of where we're at. Brand new to Wallace. You're just getting started. Well, welcome. We're glad to have you. Uh, this is a great one to be join office hour to be joining, Joanne. And then, of course, everyone else as as we come in, we can, you know, definitely keep an eye on that. But I'm going go ahead and share my screen. Uh, so we'll get started there. And and then, uh, last time we learned, uh, Jade and I keep learning every time we come in here, uh, of of new ways to do things. So we've now got only where you're only gonna see me, uh, up here in the little screen while I go through all of the the stuff today. So to start off, uh, what we'll accomplish, uh, why journeys matter, why they are important for your studio. Well, we will talk about the strategic journey build out, um, and most important studio journeys. And then the live conversation with Megan from Height Cycle. Uh, of course, we will have a point where you can actually, uh, pull up your own account and do a little bit of a work session, um, as I peel back the veil, the curtain, uh, to show you, uh, kind of some ways of thinking about setting up journeys and how to go about it. Now this does tie into our last office hours. So if you joined us for the last time, we were talking about the lead tracker. Um, these two things work in tandem together. Uh, so, definitely, I'm I'm just loving all the things that are coming in, looking forward, uh, not knowing where to start, uh, not sure if it's accurate. Uh, Yeah. Audience build out is always going to be one of those things, and we'll we'll definitely dive into that a little bit as well. So, uh, let's go ahead and, um, I I do wanna start off with, uh, and I'm gonna move can I move my little icon? Well, maybe if I you're not gonna be able to see everything.

Jayde:
I would say it's okay if you speak on it because we'll be sending this presentation out afterwards anyway.

Josh:
So We can we can do that. Yep. So, um, so first and foremost, so the why. Do you really need personalized journeys? And the answer is yes. Okay? Um, if you remember from the lead tracker last time, I talked a lot about how follow-up is very important. It is crucial to your business. Um, if people are not being reached out to, we're letting people slip through the cracks. Um, now automations, uh, journeys, uh, did I skip a slide? I skipped a slide. Hold on a second, y'all. I need to start off with some definitions. I was like, why did I I was like, wait a minute. Uh, so some definitions. Um, let's start there, and then we'll get into the why. Sorry about that. Um, so wanted to just walk you through, uh, because when you go to build out journeys, I wanna make sure everyone understands clearly what each section of the journey, uh, is, uh, so that you know exactly what all the terminology, uh, for when you go to build these out. So journeys is a grouping of automated actions. So your emails, your text, your tagging, your lead stages that you create to follow a contact's journey usually to a specific result. So, for example, a new lead journey, the idea would be to nurture them so that they buy an intro offer or a first visit drop in, um, because that's where we wanna get them to go. We want them to get into the studio. How do we do that? We do that through automations. So the automations are rule based action that runs automatically when a specific condition is met. So think of journeys as kind of the, uh, overhead of the, um, um, automation sequence, and then automations are the individual actions in each one. Audience. This is the set of conditions to target a segmenting group of individuals in your studio. So who are we trying to reach? And what I always recommend, um, we will do this during the work session as well. Work backwards from who you're trying to reach. So if we're trying to get new leads or we're trying to target new leads, who how do we set those conditions to make sure that they've never been in for a visit, they are new to the business, um, we've we have their information, that type of stuff. So always think about the end result and then work backwards. And, of course, you can we can show you ways of making sure that you are, uh, getting the right people in those audiences. Tags. Tags are the customizable labels, uh, you assign to a contact to help organize, segment, and quickly identify your individuals. This makes outreach and search, uh, faster and more targeted. So, for example, you could be tagging as new lead. You could be tagging as ClassPass. You could be tagging, you know, whatever tags you you wanna use. Um, this will come into play under your contact management audiences because now you it allows you to target those people specifically with those tags or without those tags. Lead stage. Different than your tags. Uh, lead stage represents where an individual currently sits within your studio sales process. So it helps you track progress, guide follow-up, and ensure every lead receives the right communication at the right time. So remember last last month, we talked about the lead tracker and how it is associated with your lead journey. Typically, the the lead stages are only from new lead, your intro offer, and then post sale. After that, rely on the tags so that you can, um, segment the audiences and reach out to people that way through other automations. And then, uh, frequency per contact. So one of the great things about the automations is you can change the frequency per the contact. Um, and I'll show you this later as well. This is a way where they they can all it's typically set up as receive it once. You can set it up to receive it annual. So, like, if you're sending out a happy birthday, a happy anniversary, uh, email, you can set it up to where it goes out every year at the same time, or you can set it up on a day basis. Um, one of the ways that, you know, uh, we have those people, Jay, that typically buy intro offers and then they never book their class. This could be an automation that you set up in your studio where it's like, hey. If two days have gone by from when they purchased and they don't have a future booking, we can send this email. If another two days go by, we can send the email again or a text message, uh, to encourage them to book. Um, so we can show I'll show you that later. So I wanna stop there, um, and see if there are any questions right now just regarding definitions. Um, so as we get into it, you understand, um, what kind of the terminology that I'm using and all of that.

Jayde:
Yeah. We definitely have some questions here. Um, let's go and start off with the first question. Alright. I think that one we're gonna get down to probably in the demo. So I'm gonna leave that one off as about audience and how, um, how to build or recommend top 10. So I think that that's something that we can maybe go through the demo a little bit more in a second.

Josh:
K. Um, where is this?

Jayde:
Can you include lost leads and journey? Can you include lost leads and journeys? I you know, I'm going through these, Josh, and I don't know if you have them open as well. I think that a lot of these you might be answering within the presentation, and so I'm thinking it might be a little bit better to do these in platform.

Josh:
Yeah. We can we can we can save these for the platform and then, uh, get into everything else. Sounds like a plan to me. Alright.

Jayde:
Sounds

Josh:
good. So now the slide that I originally was covering at the beginning and because I skipped one. Um, so what the why. So why why do you need personalized journeys? Well, like I said, follow ups drives revenue. Um, you know, the the automations are there, um, to really help you reach out to people at the right time, um, provide the information that they need to get started with you. Of course, as, uh, you see down there as the important wallet note, automation support the sale. They don't make the sale. Uh, I am a big believer in you need to have personal touch points as well, whether that is a personalized phone call, a personalized text message, um, because, again, we are in the industry of people. And at the end of the day, what gets people in my experience, what gets people to continue coming to the studio is how well do you build a relationship with these people. Do they feel like you genuinely care about what they are trying to achieve in their wellness and fitness journey? Um, and, of course, the customer experience. That goes a long way. Um, if you really prioritize the people, the revenue will follow. Um, of course, as I said too, sales does require multiple touch points. This is so, uh, it's typically six to 11 touch points before, uh, a purchase decision is made. Um, so this helps you having journeys helps you maintain the visibility without manual effort. It allows them to stay you allow it helps you stay on top of mind of the the lead or the person that you are nurturing, and it helps you build familiarity and trust, especially if you're using the advanced feature in the, uh, con message configuration because this is where you can really have branded templates and your colors and all of that so that they have that logo in their mind. Um, of course, it's the right message at the right time. So this, uh, lead timing is everything in client communication. So leads receive the relevant messages based on behavior. Members receive timely engagement and retention support, and messaging aligns with the life cycle stage. Of course, it also helps I I skipped one, but it helps with, uh, consistency without burnout. Uh, manual follow-up is inconsistent and exhausting. Uh, I would love to see that chat. I'd love to see people put up thumbs up that manual follow-up can be lead to a lot of burnout. Who do I need to call today? What do I need to do? Uh, what do I need to talk to them about? Um, so having the journeys allows you to not have to worry about all those six to 11 touch points. You're only responsible for, uh, three, maybe four personal touch points throughout the particular journeys. Um, and you can like I said last month, you can utilize the lead tracker to help you understand when to follow-up with them. The other thing, it also helps with team alignment and accountability. So the journeys clarify who gets contacted, when out when outreach happens, and what message is being sent. So there's no more guessing or duplicated effort. People know exactly what message they're getting, and they can see it in the profile as well. Now automations also, uh, help build relationships at scale. So your journeys allow studios to nurture leads and members automatically while still feeling personal, Um, because within the system, you can use all of the different, um, personalized fields like client first name. Um, you can use other things as well to really, uh, make it more personal. So it really helps support the relationship building, the trust development, and the confidence in your brand, which, again, goes back to that whole aspect of people when you build the relationship, that's when people are going to take the next step with you. It does lead to a better client experience. Uh, so journeys remove, uh, the friction and confusion. They help clients feel guided, seen, and supported. Um, I always say roll out the red carpet for these people. The white glove experience, um, will help you throughout, um, all of your conversions and retention strategies. It does lead to improved conversion rates. So the structured nurturing dramatically increases the lead to booking conversions, the intro into membership conversions, and then your long term retention as well, um, because we want to always continue to nurture people even after they've become a member, um, because that's where we start to comp compound profit profitability. It all, uh, it helps like I said, that leads to the next one, retention and reengagement. Journeys aren't just for leads. Um, they help prevent churn, reengage inactive members, and support long term loyalty. And we'll talk a little bit about, in a second, kind of the things that, um, some of the recommended journeys that every studio should have, um, and we'll kinda work through one of them today. And then last is the data driven communication. Journeys connect directly to the behavior and the metrics. So their visits, their purchases, their milestones, their inactivity, meaning communication becomes intelligent, not random. So as you see down here, I I talked about automation support the sale. Um, a big believer in personal follow-up. But at the same time, journeys turn good intention into reliable action. You know that when someone comes into your wallet account, they're gonna fall flow into these journeys and receive it. Now, of course, if they've opted out of marketing, uh, emails or text messaging, they won't receive those communications. But what I always recommend to people is you can always go into your transactional notifications and put a little message that says, hey. If you've opted out of marketing, um, emails or text, you'll be missing out on some important communication from us. We promise we're not gonna spam you. Um, so, you know, you can always you know, make a joke about it, uh, but trying to get as many people as you can to opt in so that they are receiving these messages. Any questions, uh, pertaining to the why, Jade, before I move on to what I say as my recommended journeys?

Jayde:
Yeah. There's a lot of questions on the why, but I did think in the chat there's some interesting convo going back and forth about, um, you know, how most people are getting their conversions for their membership specifically in person, um, versus, you know, going through the online flow. And I just wanna say that, like, I think that really, you know, voices what we're saying about how we're all in the business of people. And when people are coming to your your business, they're looking for that connection. Right? They're looking for a space to be around people. And so, um, I just think that that was an interesting little comment going on. I don't know if you've seen that yet, Josh, on the chat.

Josh:
I did. I I see that. So I thought that

Jayde:
was pretty cool. But, otherwise, questions, I would say, once again, probably more when we're in the demo part of it that I'll go over those.

Josh:
Okay. Perfect. Awesome. Um, now so let me just go back over. So recommended journeys. Um, so this this is not an exhaustive list. Um, these are just journeys that I would recommend any studio have. Um, so I broke it up into foundational lead journeys, which would be your sales process, your retention journeys, and your marketing campaign journey. So these are just some examples. So, um, the the three that, um, everyone needs, uh, you know, if, uh, how do I wanna phrase this? The foundational ones are your new lead, your first visit upgrade to intro, and your intro offer journey. That is the first way people come into your business. This is your sales process. And if for anyone that is doing any type of marketing, whether that's paid, grassroots, all of that, you are this is the way that people are funneled into your business. Um, so every business has that funnel. Now people are going to fall off at certain points. That's common in any business, uh, but our goal is to try to capitalize and really see higher conversion rates. Um, so the new lead, first visit, upgrade to intro, and then your intro offer journey. Retention journeys, uh, would be your new member onboarding. Um, I recommend having a ninety day, uh, so a three month onboarding. This is for someone who has bought that new membership. Um, you can also set one up for people who buy, uh, packages, but, again, of course, always trying to drive people into membership is kind of the preferred method. The the reason, uh, for doing this, you've already been communicating with them for the last from the when they were a new lead and intro offer journey, you still have to kind we still have to can continue to nurture those people over the next three months. Why? Around that three month mark is where people start to fall off. So you're trying to continue building that relationship. Of course, things happening in the studio, that's those are personal touch points as well. But from an automation perspective, a three month, uh, period after that, and then from there, if you check-in with them about every ninety days just to check-in on goals is kind of a a good recommendation because goals change. And if people don't feel like anyone is aware of what their goals are or how they're progressing towards their goals, um, that's when they kinda go, I need to find somewhere else. So, you know, making sure that we continue that new member nurture. Uh, a win back. A great way of getting people back in the studio that may have, um, a new lead that may have gone cold. Uh, uh, someone who used to come a lot and they haven't been in over ninety days. Um, you know, really trying to get those people back that were in your studio or a, um, a lead that never bought anything to to get them back into this back in the studio and reengaged with you. Studio challenges. Um, if you ever run, like, any type of bingo or type take this many classes, another great way of retention, member engagement activities, uh, to keep those people engaged in your studio and, uh, so that you can continue the retention. Milestones, uh, of course, celebrating people's milestones. Uh, attendance dip so that you you know, it's like, hey. You you know, you're flagging it early on. Like, hey. We noticed that you used to be coming six to eight times a month. Now you're only coming one or two. What's going on? How can we help? Um, and just making sure that we keep people accountable. And then, of course, if you want to do a renewal or upgrade, there is, uh, that possibility as well to build out those retention journeys. Um, there is, um, you know if you've got people who are paying you a membership and they are not showing up, um, there is that age old adage of let sleeping dogs lie. But, again, that would be another journey that you could have within your retention. And then marketing campaign journeys. Uh, teacher training. Um, so, uh, Black Friday and other studio sales, open house, friends and family week, these are just some examples of whether we're trying to aim to get new people into the studio, whether we're trying to, uh, get people into our teacher training programs. Um, anytime you're doing any type of paid marketing, your marketing is only as effective as your follow-up process, and that's where automations come in to support you in that. Um, and so the important wall of note here, journeys turn guesswork into systems and systems into growth. Um, I see I see a lot of, uh, the chat blowing up. Yeah. Uh, Jade, um, Aga, I totally understand feeling overwhelmed. We're gonna I'll be happy to tell you kind of where to get started and and all of that, um, really starting off with that new the foundational. Um, if you're if if we're still if you're new to Walla, if you're, like, not confident, those are the three that I would prioritize because that is your entrance into your business. The rest of these are going to be things that you can continue to work toward. So, um, as you all know, uh, we have people of various different time on Walla, various different, uh, level skills with utilizing Walla. So it I always like to, um, share where people can go and what they can do with inside the platform. But if if you're sitting here going, this is a lot. I'm overwhelmed. Focus on the foundational lead journeys because that's gonna serve your business, um, very much, um, and you'll see the return on investment and some wins very shortly as Megan will share here shortly. Love that.

Jayde:
Love that, Josh. I think most of these questions still are gonna be something that I think will show in platform if it'll benefit them more. Um, and so I would say, yeah, let's go and move forward.

Josh:
Alright. Well, that brings me to, uh, let's meet Megan from Height Cycle. So I'm gonna stop my, uh, screen share and, uh, pull Megan on. So Megan and I, uh, we started working in what, the November, early December together. Yep. Um, so and these were some of the things that her and I worked on, my hair. I it's that can't I told you, Megan. The mirror messes it it messes up with your perception. Um, but, uh, I, um, Megan has had some great wins with the work that we've done, and so I wanted to bring her on just to kinda show you why it's important and what it can do for your business. So, Megan, I I'd love to, uh, for you to just share a little bit about you, height cycle, how long you've been in business. And, also, I just wanna point out Megan is taking a time out of a very busy week. So this is her four year anniversary.

Jayde:
Yeah.

Josh:
Correct? So, uh, so we really appreciate you taking the time out today to come on and share. So, Megan, I'm gonna shut up and let you take the floor.

Speaker 2:
Sure. Thank you. Um, so I, um, I actually I bought an existing business, um, just a just a little over four years ago. We're just celebrating this weekend. And, um, started with Mindbody and switched to Walla after, um, about a year and a half. And I should probably preface all of these comments by telling you that I am, like, a Walla superfan. Um, I actually have been in sales my whole life and sold, um, similar technology to corporations back in another lifetime. So when I met Walla and, um, found a platform that I could run this business on that, um, you know, managed all of the touch points, I was like, these people are speaking my language. Um, and so I started with Walla, then I probably added I'm sorry. The dates I'm not I'm not great at dates. Um, but I start I used I probably added the marketing, um, the marketing piece a year or a year and a half later. Worked with a consulting firm to put, um, together some basic automations. Um, and then what I noticed is there's so much data and there's so much information, and whoever said they're overwhelmed by all of this, I I so can relate to that and understand. And even after this amount of time and all this effort I've put into it, it's still it's a it's a big thing, and the best way to do is to break it up into chunks. And, you know, what Josh and I worked on were those first three things, the new lead, the conversion to an intro pack after the first visit, and then the intro pack conversions to memberships. So we did that, like, November, December. And then, like, all this member journey and all that stuff, I was like, we'll work on that in the summer. I'm outside of Chicago. It slows down in the summer. Um, so I just wanna, like, nail this for the next, you know, three, four, five months, and then we'll worry about the rest of the stuff. So that's what I would recommend as far as that's concerned. So, anyway, I had some of these automations built, and I I finally was just messing around one day and poking around, and I was like, none of this is doing anything. So I said, you know, I, you know, I messaged well, and I said, I I need some more help. And so they connected me with Josh, and I will say Josh is one of the greatest things that happened to me in 2025, um, because he took everything and just made it really and and and took the overwhelm and simplified it for me. Um, just as we're going through this, I wanted to share another quick story. Um, in a previous studio that I was at, um, the calling and the texting was I don't I didn't have access into exactly what their the method behind the madness was. But I will tell you that about a year after I left the studio, a friend of mine called me in tears. And she was like, Megan, what can you do to get me off this list? They are texting me and calling me nonstop. And she was like, I can't I can't take it anymore. And I was like, okay. Well, I don't even work there anymore, so I don't know what to tell you. But I'm so I tell you that story because it's such a fine line. Yes. We need to contact them six to 11 times. That's what the data says. But we also are fitness professionals. Right? And we want and and we're gonna see them at the grocery store or, you know, in line at the movie theater. So you have to, like, really walk this sort of careful thin line. And we were doing a lot of calling and a lot of, you know, chasing people down. And since we've worked with Josh, this whole thing has been working so much more seamlessly. It's it's, like, truly it's it's life changing, really.

Josh:
Well, Thanks for sharing all that, Megan. I really appreciate it. So, um, especially saying that I was the best thing that happened to you Right. '25. Uh, I that made me feel very nice. Um, the, um, one thing that I you know, we you you shared with me some some wins that you've had. Um, so I you know, I'd love to know, you know, because we you know, again, we worked November, December, and then in January is when we really turned on all your automations, um, and all of that. So I'd love for you to share with what what you've seen within your business, uh, since pre turning them on and then us working together and turning them on, what you've what you've seen inside your business, uh, as well as, uh, how the culture in your studio has also shifted a little when it comes to sales.

Speaker 2:
So some of these things I can't explain. I think I'm you know, I think we're probably all pretty firm believers in just energy and good things coming in and good things coming out. So some of these things, I can't explain. But what I can tell you is the huge shift one day in January, I taught class. I got off the bike, and two women who are on their intro packs, I stand at the door and, like, high five everybody as they're walking out. Like, thank you so much. They came up to me, and the one woman said, you know, I'm gonna do the eight time a month. And the other woman walked up and said, I'm gonna do the unlimited. And so I as soon as everything settled down and I had a a chance to, like, soak in what had just happened, what I'm realizing is that these people are so much more engaged, and they're so much more educated about what we're doing, why we're doing it, how we do it, that they they're coming to us and telling us what they want and need because we've done all the work through the automations, through a couple very strategically placed phone calls, through conversations in the studio. And so when it comes time to actually sign them up for their membership, it's, um, it's an afterthought. Um, so we had a really strong January where we saw, um, you know, 60% conversions from intro offer to membership. We were running previously at, like, 25 to 30, which, by the way, was the goal. So we doubled that. We're on track to do it again in February, and, um, it's just amazing. The other thing this is the part I can't really explain. Everybody's, like, everybody's opted in for the texts and emails. That makes a difference. If they don't get them, then it doesn't work. And for whatever reason, these are just people that really wanna be here. I also say that I love a four time a month membership. I you know, from from a fitness professional integrity issue, from from that perspective, I think it's great because I think cross training is important. Um, but from a business owner perspective, to have an eight time or unlimited membership, certainly not gonna turn them away. And I'm seeing I I don't have numbers to support, but dramatically more eight and, like, probably, again, double. Whereas everyone would just kinda slide in and do the four time before, I'm seeing more eight time and unlimited memberships as well. So, um, um, I can't I I can't say enough about just the member or the the client, um, education and the whole journey. And then, um, our sales team and our front desk is completely engaged and rejuvenated because we were doing a lot of chasing and probably too many phone calls. Um, and it gets talk about that's the burnout that gets old. Um, nobody feels great chasing somebody down like that. And so this whole process has really just been a a 15 out of 10 recommend home run.

Josh:
Well, thank you thank you so much for sharing. There's actually a question for you, Megan, in the q and a. Yeah. Alright. Uh, I'll I'll share it with you. Um, so Dylan was asking, uh, can you speak to getting everybody to opt in, especially for a studio under new ownership where so many of the old clients have opted out a long time ago?

Speaker 2:
Um, I wish I could, but I don't really have any great advice there. We do try to mention it, um, to the new people. The old people, I wouldn't worry about them because that this is my opinion. They're there. They love what you're doing. They're gonna stick around. There's only so much you can influence them. There's, again, back to the energy. They've they've they've been influenced by the previous owner's energy. They they carry that energy in with you. It's really challenging. It's been extremely challenging for me. So I just sort of let them lie, and I have to focus on the new people coming in and how we can impact the culture and impact the energy in the space. And, um, you know, those people come along for the ride, and then the existing members either step up or they're just perfectly happy doing what they were doing. Um, I feel like that was a nonanswer, but that's the best I can give you.

Josh:
Well, Megan, uh, thank you so much for taking time this week, uh, and for sharing your successes. Um, I know there's still more work to be done Yeah. And everything, but, uh, really, it you know, that's definitely something you should be very proud of, the work that you've done to put this in and and really see that, uh, increase in conversion as well as monthly recurring revenue, um, and even just people coming up to you. That's Yeah. That is the best sales scenario of when people come to you, uh, rather than you having to go to them. But Yeah. Thank you so much.

Speaker 2:
Say one more thing. Like, I'm not a detail like, I'm not a detail person. I'm an entrepreneur. I you know, whatever. I I just I can't say it enough. Like, it's I also know it's really hard to, like, spend the money, but, like, get help and and and pay for it because it it will pay you back. It's totally it's totally worth it.

Josh:
Awesome. Well, Megan, thank you so much for your time. Sure. Really appreciate it. Yeah. Happy fourth anniversary.

Speaker 2:
Thank you. Thank you.

Josh:
You're welcome. Take care. Thanks. Alright. Well, Jade, uh, let's, uh, it's it's time for our work session, so we can definitely, uh, hop in. I'm gonna exit out of, um, um, of that and bring up the, uh, stuff. But, you know, uh, let's go ahead. Hit me with all those questions that we've got because I'm keeping an eye on time. We may go over forty five minutes. Um, so and that that's totally fine by me. But, um, let's, uh, let's just kinda what what are the questions? What are you seeing as a trend? And then that then I can go through this as we do a build out in real time.

Jayde:
I love it. I think this will help guide it too. So, um, questions around let's see. Suggestions on creating cadences and how many manual touch points versus new lead intro intro journey. Is there a way to build sleeping dogs exemption within audiences?

Josh:
I'd have to I that that's a new one for me. I know. I'd have to I'd have to think about that. Look, y'all. Even even though I even though I'm the the expert, uh, I'm you know, I've still been with Waller for, what, almost five months now, and so I'm still learning. Uh, and I and, you know, for those that have said stuff about being overwhelmed, uh, uh, if you ever get on a call with me and you ask me something I don't know, you will see me go, okay. I gotta think about this. Because it it it it is a very it's and it's why I enjoy it, believe me. Uh, I love I love having to solve puzzles. Uh, but, um, they're you know, it's possible that we could figure out a way of of doing excluding those people. So

Jayde:
Everybody's always learning. You know? It's my model. Yep. We would like to learn how automations within journeys can give staff notification notifications to do tasks. And I have seen two questions regarding this, and I will say, and this is just, like, for everybody on this call, um, we are working on a partnership right now with a company called Prosper. Um, and so for those who want more of a task management solution, just know that that's something that we will be having here, um, in the next month or so, and you will see it within our Facebook group. If you're not part of our Facebook group, please join it. Um, but, Josh, just if there's a way to do it in platform, which I've never done before, but maybe you know.

Josh:
Right now, uh, there's no way to automate staff tasks. Uh, and just so you know, that's something that I've been, uh, asking product and have already submitted as a future request myself, uh, because that's definitely something, um, that would, you know, really, really help out. Um, because right now, um, you do have the tasks, uh, feature inside of Walla, um, but you have to create them manually. Mhmm. Um, and so, um, so definitely getting that set up, uh, to where, uh, it it's automated is something that we were not able to do right now, but, uh, it is it is a feature request that has been submitted.

Jayde:
Awesome. Um, couple no. This one's got a lot of upvotes. So a couple questions more I wanna bring up. So we would love pointers on email send, and it sounds like it's getting sent to junk inbox and how do they keep that from happening, um, and then the exact transactional communications to get people to opt in.

Josh:
Yeah. So, uh, let's start with the transactional. Um, the the junk, that one is, uh, that could also be another transactional, uh, one that you do as well. Um, you could ask them to just just make a note that, hey. Like, sometimes our emails will end up in junk, uh, to ensure that you receive the communication. Uh, please, um, it's called white listing, uh, so that it it doesn't go into spam. The that that would be the the one thing. I I would have to find out if there's any other way inside, um, because that again, now we're talking about different email services and and all of that, and so that's not really, um, us. But for the the transactional, um, if you go to your, uh, business settings and come down to the transactional notifications, um, it would be under your client accounts. Uh, so when a client has completed creating their account. And then right here, you could just say, you know, something of the effect of, if you've opted out of marketing, we highly suggest, um, that you consider opting in, um, as you will be missing out on some important communication from us. Uh, we promise we're not gonna spam you. Um, and that's the thing too. Understand that that that's why a lot of people opt out of marketing, uh, is because I mean, how I mean, I could probably ask for a a raise of hands of how many of you have been inundated with text messages and emails about buy this, buy that, all of that. Um, one word of advice that I tell anybody I work with, when you write your content for your journeys, you don't have to be salesy. Understand that. You don't have to be salesy. As Megan said, there is that fine line. What I always recommend is focus on the client. What is the information the client needs? So it could be something like, you know, we're we're excited that you're interested in our studio. We, uh, if if you have any questions, please don't hesitate to reach out to us. If you're ready to get started, we recommend our two week intro offer. And then bing, bang, boom, you focused on the client. You told them that they could reach out, and then you say, hey. If you're ready to take the next step, here's what you need to do. So it's it's not sales y. Um, and, uh, believe me, I, like, I am not a sales y person at all. I wanna walk that fine line that Megan was talking about. Um, so even here, like, you can say, hey. We promise we're not gonna be sales y. We just wanna make sure that and we just wanna make sure that you're getting the communication to guide you within your experience with us. Um, that would be a simple thing. And then as well as, you know, saying, um, sometimes our emails end up in junk. Feel free to white list this, uh, email address. Um, I'm assuming most of the other questions are regarding how to build out journeys. Right?

Jayde:
Yes. There are quite a few. So I'd say let's go and hop into it.

Josh:
And then ahead and hop in. So if you um, what I what I wanna do because I've seen a few, uh, couple of things. Visit to intro journey if you get purchase. Okay. Uh, Joanna, so the first visit to intro journey, um, you can sell an intro offer to someone on the back end. Um, and here's some great advice. Actually, we'll build this we'll build this journey out, uh, because it's it'll take less time to do it. Uh, but, um, what I always recommend for a first visit drop in, um, and this can be understand, this can be someone on a drop in. This could be someone on ClassPass. This could be someone on a guest pass, a comp pass, gym hub, whatever it is. As because we are in the industry of people, um, we your instructor, your front desk, someone at the end of that person's class, if they are new to the studio, needs to be having a conversation and prioritizing the new timer. Um, that conversation looks like how was your first class? Person speaks, yada yada yada yada. And then it's like, well, hey. We noticed you came in on a drop in. Um, we, um, we're so glad that you came and got to experience our class. We do have an intro offer that's two weeks long. If you buy within the next twenty four hours, we'll apply today's credit to the purchase of your intro offer. So what you've now done is you've given them an offer, and you've given them a time limit. Um, it creates a sense of urgency. Why this works after the first class? Endorphins are high. People just got done working out. They feel good. When people are happy, we make quicker decisions. Uh, in my experience, nine times out of 10, you're gonna get that person to do it in studio. Um, because most of the times, the between the the price difference between a drop in and an intro offer is maybe about $20.29 dollars. Um, could be a little bit more depending on your modality. But that, um, um, you then could just sell it on the back end. Um, so that's, Joanna, that's how you can do that. But so just to kinda show you from a first visit, uh, drop in to a intro upgrade, um, we'll call it, uh, first visit, if I can spell, to, uh, intro upgrade. And this would be the purpose, of course. So you you get to name it. If you are, uh, if you're wanting so I'm in I'm in the demo site, so we have two locations. Uh, if you want it to be the same for all of your locations, you would select all. If you're a one location, all is just gonna get the one location anyway. Um, so it just really depends. This is where you set it up to be location specific. And then the purpose is you whatever you decide, however you wanna define it. So I'm gonna say we want to nurture new clients on a drop in, guest pass, class pass, etcetera, to upgrade to intro offer. And then we save the journey. And then we get to your automation. So that was the journey. So that's the big umbrella. If you remember the definitions, that's the break the big umbrella. Now we go into defining the automations. The let me just pull up, uh, my lovely, lovely cheat sheet that I use. Yes, y'all. I use cheat sheets as well, uh, so that I have it and makes my life a lot easier. Uh, so, um, we're gonna we're gonna add the first automation. The name of it, I'm gonna call it, um, and you you can call them whatever. Um, the way that me and, uh, Caitlin Phelps, who is one of our other marketing specialists, uh, have kind of discussed is we when it comes to naming stuff, when we build these things out for clients, uh, we wanna make sure that you know exactly what automation it's associated with. So if you go into someone's communication and you see that the emails are being sent, you can come you know exactly this is the new drop in conversion, uh, intro or first visit to intro. Um, and then the purpose of the email is, um, so oftentimes, I see people, uh, have, uh, before first visit, after first visit as two separate journeys. You can put those together. Um, in fact, I recommend the the first visit drop in to intro. That'd be your first communication. When they buy the drop in, when they book their first class, they get the email about your studio. And so now we have we have the purpose. We have the type of communication so you know exactly what that message needs, uh, what, uh, mode of communication needs to go out. Um, typically, just so you know, um, you wanna have a mixture email. Not everyone's gonna be opted into text messages. Uh, and then sometimes you'll wanna do both. As a rule of thumb, two, uh, two automations per day is kind of where you wanna stop. We don't wanna overwhelm them too much. So to configure the audience, we're gonna create a custom audience, and then we're gonna add the conditions. So we wanna find someone who's never checked in before. They don't have a plan. They have a future booking. So what we're gonna do, we're gonna say, first and foremost, check for future booking, has a future booking or joined wait list. Um, I recommend anytime in the future. Uh, reason being, we do have the tomorrow feature. If someone were to have it today, they would not receive this communication. So make doing anytime in the future will ensure that they get this, uh, note uh, this automation. We're gonna select specific payment method. Now with the other methods, uh, the drop in, guest pass, class pass, those types of things, you can only select one. So right now, we're gonna focus on just the drop in. And we're not worried about what different type of class it is, um, or we're not looking for anything specific. We just wanna know that they have their first visit in sometime in the future. So we're gonna add that. Now we're gonna go into class check-in activity. We're gonna say they have exactly zero check ins all time because this we wanna find someone who is strictly this is their first time visit ever. Uh, class detail, we don't need to worry about that. Payment method, we don't need to worry about that because it's exactly zero. And then the last thing we wanna know is to make sure that they don't have any plans on their account. So a plan, again, does include your intro offers, and so we're gonna say plans never owned and save condition. And then we'll save that, and then that is your condition for these individuals to receive this message. Next, that's where you come in to configure the message. Um, this is this message is what I typically say. We look forward to having you for your first class. Here are the things you need to know, where to park, what to bring, how early to show up, those types of things. Uh, of course, setting the subject. And then, uh, for your, uh, the layout style, if you select standard, it's gonna be a generic email, like, if I were to email you from my work email address. Advanced is where we can bump it up to that next level where you have a branded template, um, so that you have your logo, link links are clickable. You can use button text, call to action things, those those types of stuff. Um, so, you know, if you're getting started, start off with standard and then work work your way, uh, up to the advanced. And then you would just save and exit. Alright. Any questions, Jade? Uh, because I know I kinda ran through that very quickly and wanna make sure I am, uh, leaving time to answer questions.

Jayde:
Of course.

Speaker 2:
There are a

Jayde:
lot of questions, so let's go and jump into it. Don't they need to have a plan to book a class? This is where I get confused.

Josh:
No. They do not need a plan to book a class. Drop in, guest pass, comp pass, class pass is not considered a plan and is considered an other payment method. Um, so they do not need to, uh, have a plan in order to book a class.

Jayde:
Okay. And what's the easiest way to apply this credit manually only?

Josh:
So that's a great question. Um, one thing that you could do is you could do it on the back end. So if they buy it in studio, you could just, um, um, when you're selling it, you could just subtract, uh, the or give a discount of whatever the the drop in price was. Um, if you're going to rely on them doing it themselves, you can use promo codes. Uh, that would be a way of doing it. Uh, But the one thing that I always like to recommend, uh, especially if they're coming in on a first, uh, a drop in, you will have to sell it to them manually. They won't be able to purchase it themselves. Um, but if you, uh, if you're gonna use promo codes, just know that you take a risk of that promo code being shared with other people. Um, so I I typically say when you're doing a first class, uh, visit to an upgrade, I would always manage that sale, uh, so that you're not losing any money, uh, for the promo code being sharing.

Jayde:
Okay. The next question, is there going to be something coming down the pipe where we can have new leads fill out a test your fit assessment before they buy an intro offer, um, to help us gain insights on their goals, um, their, you know, whys, and how to suggest which plan is best for them. Um, so I actually I have a couple on these. So we do have, um, custom form now within the the lead form where you guys can put, like, a custom question, and it's more of a blank space that they can fill out. You can't make it require currently, um, but we are working towards some enhancements in the next, I'd say, quarter or so, um, that I think will help help with this. And one of them might be a chatbot. So we'll go and just drop that hint here.

Josh:
Awesome. So, um, and I see some other ones. We'll we'll definitely get to those. Um, I I do wanna kinda walk you through the next the next steps. So one of the great things and makes your life easier, I wanted to point this out. You can always duplicate, uh, so that you don't have to recreate, uh, the whole thing again. Um, now you will have to rename stuff and all of that, but, um, this is typically what I do when I'm setting up things to make my life easier because sometimes, uh, some of the conditions stay the same. So I'm gonna rename this. We're gonna call it the newly new drop in first, uh, we're gonna call it the, uh, because we only have 30 characters. Uh, we'll call it follow-up. The purpose of this would be to text the client after they've completed their class. Again, this would be congrats on taking your first class, all of that. Um, and then to set it up, uh, we would say class check-in activity would be exactly one check-in relative to today. We wanna find the check-in today. So remember, in Walla, zero is today. So we'll say exactly today, and we're gonna say the specific payment method was a drop in. And then we'll save condition. We'll take rid of the check for future class. We'll take out the contacts without a plan because we don't need that right now. And then we're gonna add another class check-in activity because we we wanna make sure that the exactly one check-in was their first check-in ever. So we're gonna say exactly zero check ins relative to more than or equal to one day ago and, uh, any class, any payment method. So what we're saying here is that today was their first check-in ever because they had zero check ins prior to this to today. Um, this is where you would then come in here, select the text message, have it go out, congrats on completing your first class, how do you feel, what feedback do you have, all of that. And then the last one that I recommend in a the, um, new drop in follow-up, because I said you give them twenty four hours. Now, again, if someone comes to you forty eight, seventy two hours later and they wanna take advantage of it, I'm not saying you can't do it. Uh, we just when sales, you kinda wanna create that need for speed. Um, so, you know, if if if you have someone, go ahead and do it, uh, but don't let it go out too far. Uh, so then we'll do the new drop in. We're gonna duplicate this as well because we're gonna be reusing some of those same conditions. We're gonna call it new drop in final chance, um, or we'll call I'll say new drop in upgrade. And the purpose of this is to text the client to remind them that today is the last day to purchase the, uh, intro offer at a discount. Um, we recommend not using a promo code and ask them that they reply, uh, and we'll save the automation. And then, again, what we'll update is class check-in activity would be exactly one exactly one day ago because it's the next day. We'll save that condition. We're gonna change this exactly zero. Uh, well, we'll keep it exactly zero, and then we'll say more than or equal to two days ago. Save that condition. And then we're gonna add the condition contacts, uh, without a plan, and we'll leave it as any. Because we do not want someone who buys the intro offer in studio after their first class to receive this message because they've already bought it. This is that reminder to individuals that, hey. This is your last chance. So we're trying to mitigate who is getting this message. And there you go. You would configure the message and bing, bang, boom. That is the, uh, intro to first visit journey, uh, for our intro or first visit to intro upgrade journey. Um, and then all you have to do from here for now you notice we focused on drop in. All you have to do now would be to duplicate all three of these and change the payment method to guest pass, comp pass, class pass. And now you have your before and after first visit as well as your encouragement to upgrade into the intro offer.

Jayde:
That's awesome, Josh. Um, I do wanna ask one question because I see it has the most votes. And I know we're not gonna get to all the questions, but I think me and Josh can pair it up together to try to get all these answer and follow-up with everybody post, um, the event here. But the one question that's been uploaded the most is flowchart of existing journeys. Is there such a thing can there be?

Josh:
Flowcharts, I I need a little bit more information of what they're referring to there.

Jayde:
Yeah. I think I think I kinda have to

Josh:
be I know what a flowchart is. I just wanna know what what they're in reference to.

Jayde:
Yeah. Dylan, um, I'll follow-up with you after this, and I would love to hear your feedback and thoughts on that. Um, and I can make sure that our team gets that. Now, otherwise, there was one other one which I'm gonna go ahead and just address, which was the emails. Um, I didn't see the the email for the automations. Automations wouldn't make it send into spam, and so it's emails are very finicky, um, and there's a lot of rules around it. Did they communicate you for to you first. Are you sending way too many automations within so many minutes? And so each email kinda has its rules on, like, what it'll accept. And, um, I'll look more into it just to make sure if there's any, like, I don't know, key things that you guys should know, um, for setting up so that it would less likely bounce or less likely to go to spam that you guys have that. So let me do some research. Me and, um, Josh will take that and get that over to you guys as well.

Josh:
Um, and I see they need to visualize the customer journey. Um, we don't have any flowcharts here. Um, I mean, I have I have what I call my recommended, like, automations and stuff. Um, happy to chat with you about it. But, really, what if if you're wanting to do that, what I would highly recommend because I think of customer journeys as a flowchart. So if yes, then if they meet this, then they receive this. If they take did they take the next step? Did they purchase the intro offer? No. Then they're gonna receive the next automation. If they did purchase the intro offer, they get removed from this journey and move down here. Um, so it's like knowing kind of how people move. Um, I recommend just writing it out yourself and thinking about how you wanna nurture people. Um, of course, you know, I can give, uh, by meeting with me, um, and working with me, I can give best practices, uh, on what you need to think about. Um, I definitely have seen, uh, some questions, Jade, regarding, like, touch points, uh, that are personalized. Um, I typically, um, of course, with the intro offer, you have a lot more, but, um, because they're in studio and anytime we are interacting with a new client, that's a personal touch point. But the the strategic touch points, uh, on an, uh, like, a two week intro offer, I would recommend would be three. Mhmm.

Jayde:
Um,

Josh:
and so that would be after their first class, the day after their first class, uh, a midway check-in, and then the sales conversation. Um, those are kind of the three strategic touchpoints that I recommend. Um, and, again, of course, happy to chat through, like, you know, what what does that messaging need to be, uh, and all of that.

Jayde:
Yeah. And I was gonna say, actually, going over some professional services and the topic going into next month's office hours, um, we're gonna be doing how do you show up? Like, how do people find you? What's your digital storefront? So that can that when you think of that, that is your Google. How do you are you Google optimized? Do you have custom website? Is it SEO optimized, AI optimized? And so we'll have some speakers coming in next month to talk about that and just, like, some key takeaways for you guys to consider. Um, and so one of the questions I have to kinda guide that discussion is I'm a put a pull up, uh, pull up really fast. What's an area that you would like us to focus on going into that? What's an area that you don't feel you're strongest at and is a big opportunity for your studio when it comes to people finding you? So if you guys can go and answer that for me, please.

Josh:
We went over. We we just need to make you just say that it is truly an office hour. Yeah. I know. I was just so glad. There's so much to say and so little time to do it in. Exactly.

Jayde:
But it's all good information. And I think the questions are always the most helpful, and so that's why I wanna, like, make sure we circle back when we

Josh:
I I do see, um, some other things, uh, that you know? Um, so I'll I'll just answer a few things.

Jayde:
Yeah. Go ahead. Well, I'm doing this in the last poll. I'll just throw it up there so you guys can see it. Is this more if you're interested in any of the services, professional services, including working with mister Josh here? Um, but if you're interested, just raise your hand within this.

Josh:
Um, so, Aga, if you have more than one studio, can you clone your audiences and journeys, or do you have to set them up? So I will say journeys, duplicating journeys is going to be something that will be coming soon. So, um, but, uh, if if your journey is going to be the same for all of your locations, so, like, if your intro offer is gonna be the same, if there's cross visits, if there's not, if the locations are separate, then, yes, you would need to have two separate journeys, um, but you can set it up the same way. You would just need to change the location. Um, the the class passes, um, what I what I recommend, uh, with class passes, um, what I what I recommend, uh, with class passers, um, if you lets a class pass person come more than once, you're already fighting an uphill battle. Um, so what I typically recommend people to do is you limit the number of spots available in a class and you limit it to certain classes. And then the language that you would share with those individuals would be, hey. Uh, we saw that you came in on ClassPass. We love our ClassPass clients, um, and we wanted to let you know, uh, you're more than welcome to continue on ClassPass, but it will heavily limit your experience with us. We highly recommend you take advantage of our intro offer. And if you buy within the next twenty four hours, we'll give you $510 off the intro. So you still give them an offer, um, but that's the language that you need to use, and you have to do it when it's a first timer. If you let a first class first timer ClassPass come back a second or third time, that ship has set sail and it's beginning to sink, um, because that's that's it's always a hard hard one, but I definitely recommend limiting the number of classes and only having certain spots for ClassPass so that you have that, uh, hey. It's you're you're not guaranteed to get into class. And we, uh, I'm trying to see um, I saw one about, do we recommend a lead stage for win backs? Recommended lead stages seem to be more for onboarding new people. Uh, win backs. Great question. Um, if you do a win back campaign, um, I typically um, what I recommend that lost potential, that lead stage is your lead stage to target people for a win back campaign. When you have a win back, if it is a very similar to your intro offer, you can then add that plan to your intro offer journey and nurture them, or you can create it its own and then assign the lead stages there so you know where they are at in that, uh, win back offer so that you can nurture them and get them to purchase, um, a membership or a package after that. Um, so, um, so win backs can go back to being always think of your client journey. You have your new lead, your intro offer, and your member journey. When someone stops being a member, um, that they can always come back to being a new lead again. Um, it's not it doesn't just keep going. People who stop coming can always be come back to the beginning of your pipeline, and then you have that nurture sequence again. So, uh, that's that's, uh, what I recommend for the lead stages for win backs.

Jayde:
Alright. Well, Josh, I wanna say thank you. You did a great job today, and I'm sure everybody learned a lot. I know there are still a lot of questions we didn't get to. We're gonna follow-up. Like I said, you'll get a recording after this so that you guys can watch it, slow it down, play it back, maybe take some things and apply it. But, otherwise, we look forward to seeing you guys next month. And as we continue to do these, we'll make sure that we are asking those polls so that you guys can kinda guide the conversation. Um, and just know we're always here as a resource. So thank you for your time today. I hope you guys have a good rest of your week.

Josh:
Awesome. Take care, everyone. Bye bye.

Jayde:
Thanks, guys.

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