Jayde Berenzon:
Welcome to our office hours. This is our second session. We're gonna get started in just a second here. I'm gonna let people join for another minute.

Josh Poole:
Let's see.

Jayde Berenzon:
Josh, you excited?

Josh Poole:
Uh, I I am excited. I'm excited. Uh, but, you know, always always nervous.

Jayde Berenzon:
I know you love lead tracker, so this is a good one. I think this one is, like, very time efficient because it goes to, like, the New Year's, making sure that you're on top of those leads. So I feel like this is a perfect topic.

Josh Poole:
Absolutely. Absolutely. It's part of the reason why I chose it. So

Jayde Berenzon:
Love it. Alright. Well, while we are letting people continually join here over the next minute, I'm gonna go over some of the housekeeping rules. Um, this one being a big one. You guys will see a q and a on the right side of your chat. There's also, um, the chat. Right? And so the q and a and the the chat on the toolbar on the right hand side, please make sure you are using those for the right engagement. So for chat, engage with us. Let us know what you like.

Josh Poole:
Um, you'll

Jayde Berenzon:
have some fun. And, of course, the q and a, use that for questions. And try to keep the questions in there because that allows us to do them in the right order, make sure we are answering them proactively and, you know, being on top of it, and that way you see them and we do not miss them. Um, lastly, this recording is gonna be sent out. So do know after the call, you guys will get an email, um, with the recording that you can repurpose or forward to other studios that you, you know, think might be interested in Walla. Um, now today, we're gonna be talking about lead tracking and not just capturing leads, but really booking them into classes, getting those paid members. Um, and studios that follow that consistent process and track every touch point, uh, they're more on top of it. They can do two to three times conversion by being on top of their leads. Um, Josh is going to show you how to do that within Wuala. And so I'm gonna hand that over to him in just a second, but I do wanna introduce Josh. Joshua Poole is, uh, Wuala's business and marketing growth coach. He helps boutique studios get more value out of Wuala's platform. He brings hands on experience as a former consultant and fitness instructor with a focus on client acquisition, engagement, and retention within Wuala. My name is Jade Baranza. I'm the product marketing manager here at Wuala. I'm gonna stay on just to help manage questions. Um, but otherwise, I'm kicking it over to Josh. Josh, take it away.

Josh Poole:
Alright. Well, thank you, Jade. And I'm glad that we're gonna have you on to kinda make sure as questions come in, um, because we're we're we're gonna do you know, this is the second one, so we're doing it a little bit different this time and trying to, you know, figure out what works. And so I'm glad to have you here as well. Um, well, hello, everyone. Happy 2026. Uh, hard to believe we are already here, uh, and I am already seeing a lot of people that I know personally or people that I've met through, uh, Wallace. So hello. Hello. We're glad to have you here. Um, I'm so excited to chat about the lead tracker. Um, you know, these are things that I'm very passionate about, especially in your business. And so today, we're really going to, um, dive into it. Um, so just like last time, this is going to be a great opportunity, uh, for me to kind of showcase how to use the lead tracker, how to approach it, um, and all of that. So let's just quickly go, uh, and I wanna ask this because last time we ran into the issue. Does everyone see my presentation? Uh, just to make sure before we move any step forward. So let's go ahead and start popping in the chat. Oh, I see thumbs up. Great. And we're off to a better start, Jade, than last time. Um, alright. Um, well, let's, uh, go into the lead tracker. Um, just a couple of things, what we will accomplish today. We will understand why the lead tracker is essential tool for your business. Um, we're also going to go over, uh, recommendations for setting up your lead tracker and then the best practices for using the lead tracker daily. Um, so we're gonna go over all of that. Just like last time, I am a big believer that with these, uh, office hours, it is not just about me talking to you for the entire time. It is time for you to actually go ahead and do this in your account. So if you don't have your account pulled up, now's the time to get it up because, eventually, we will have a working session. You're going to be able to do it alongside of me. And, uh, of course, as questions come in, we will take, uh, time to answer those questions. So before we get started, uh, normally, I like to ask questions, uh, like what's going on and, you know, kinda get the chat going, but, uh, we're gonna start off with a poll. So, Jade, if you can go ahead and put that poll in, and please go ahead and vote. So it is, how often do you use the lead tracker page? Uh, are you checking it multiple times a day, daily, a few times a week, maybe weekly, none of the above? And understand there is no judgment here. I am the most laid back person that you will ever meet. Uh, so the goal of today is to really help you tap into this. So we'll give it a little bit more time as those questions come in. I love seeing it in real time. It, like, you know, keeps, like, changing. So while we're doing this, uh, for those of you, uh, that are saying multiple times a day and daily, what have you gleaned from that? What have you seen in your business? Feel free to use the chat. And what, uh, you know, just some things, like, what what are your, you know, biggest biggest, uh, change by using it. Just pop that in the chat, what you're seeing. Um, same for a multiple times a day and daily. Give it a little bit of time, Jade, to see what people are saying. And it's okay if not. I just thought I'd get chat going. But, um, it it's really great. I I mean, you know, uh, get some new leads as soon as possible. Uh, great. Uh, and that's and that is okay, and I'm glad that you're ready. This is this is what it's all about. What I'm actually great to see, uh, is, Jade, that we are seeing pretty much almost all across the board even, which is great. So for those of you that are checking it multiple times a day and daily, guess what? You might learn some things that you've never learned about, uh, and might be able to start, uh, using. Um, as far as the few times a week, maybe weekly, and none of the above, we're gonna help you get to that point where you're checking it daily or multiple times a day. Um, so that is where we are at. So let's go ahead and just talk a little bit. We'll move back to my presentation. Thank you all for filling out that. That helps us out so much. So let's go over some definitions. Uh, I wanna make sure that we dive into this first so that, um, we are all on the same page, and we understand the language that I am using. So first and foremost, what is a lead? A lead is an individual who has expressed interest in your business but has never purchased or taken a class. So this is someone who we just have their name, email address, and phone number. We've never we don't have anything else. Now if you're doing grassroots marketing, you may have met them in person. But, again, it was a very short probably a short interaction. So this is someone who has expressed interest but has never stepped one foot through the door of your studio. That is what is cons what we consider a lead or what how I consider a lead. Now one thing to note, because it's it's down there at the bottom, so an important WALA note. On the WALA platform, the only individuals that are considered leads automatically are through the three lead forms. So the WALA lead, the Meta lead, and the Google lead forms, and anything you define as a lead through your journeys. If you don't know what I'm talking about, we I can show you here, uh, in a little bit about what that how you can make sure that when you're capturing someone that we can assign them that new lead. Now prospect. A prospect is an individual who is new to your business and has purchased and used a drop in, guest pass, or intro offer. The reason they are a prospect is because now they have stepped foot in through your door. They have paid for a service, uh, or a friend has invited them, and they are a prospective client. Meaning that these are people who we could nurture and get them to buy a membership or a package. I am a firm believer that membership is the preferred route, um, but sometimes a package is where you're gonna land. Uh, so that is a prospect. As far as a member, a member is an individual or an active recurring monthly on an active recurring monthly membership. So this is your monthly recurring revenue or your autopay revenue. This is your bread and butter. This is where you can, uh, autopay is directly tied to profitability. Your autopay is how you can determine how you pay your instructors, how many classes you can run. It, uh, allows you to keep a touch on what your expenses can be. Most of the times where you wanna be is you wanna know how many members you need in your business to meet your breakeven point, which would be where your, uh, monthly recurring revenue is covering your expenses so that anything you sell after that then turns into a profit. And then last is a client. Um, I like to distinguish between member and client, um, because member is someone who is paying you on a recurring revenue, whereas a client is an individual who regularly purchases class packs or drop ins. This is nonrecurring revenue. Uh, it is a revenue stream in your business, and at the same time, it's one of those revenue where you just don't know when it's gonna happen. It's where we actually are chasing after someone to get them to buy something, or they use it for an x number of times, and then they purchase their own. That is what I consider a client. Now you can see the lead tracker funnel. The idea of this is that at the top, you have, uh, if you, uh, the more people, and then as we move through the process, it's gonna slim down. And then within each of these, I kinda give some examples of what, uh, are are what these people are in those specific buckets. So I'm gonna stop there for a second, Jade, and see if we have any questions around definitions, if I need to reiterate something, um, before we move on and talk a little bit more about why we should be tracking leads.

Jayde Berenzon:
No current questions. I will just go ahead and, you know, reemphasize. Please, if you have questions, put it in the q and a area. Um, let's keep the chat open just for engagement.

Josh Poole:
Alright. Go Bueller going once, going twice. Alright. I'm gonna move on, and we're gonna talk about the importance of the why. Do I really need to track? The answer is yes. Um, this is knowing where people are, um, in your, uh, journey with you is so important, uh, to make sure that we are not allowing anyone to slip through the cracks. Now the thing with your lead tracking we'll talk about the sales pipeline. Obviously, there is an, uh, a, you know, the the sales pipeline does work in tandem with your journeys, uh, in the marketing suite, um, and I'll we'll show how that works here in a second. But the biggest thing is that follow ups are crucial in your business. Um, in statistics, uh, I have I have them written down so I don't forget, but two percent of sales occur when people first meet. Forty four percent of the time, sales reps give up after one or two follow ups. You are 21 times more likely to qualify a lead with, uh, a fast response, and then following up with leads within the first minute can lead to a 31% increase in conversion. So this is why it is crucial to have a sales process and lead tracking system in place so that you are able to have you increase those conversions. We don't let anyone slip through the cracks. And, um, and, again, of course, it does come with training your team. Um, as I said, you know, that 44% of time, sales reps give up after one or two attempts. Uh, sales research shows it takes about six to 11 to 12 touch points to get someone in the next step with you. Now all of that doesn't necessarily need to be picking up the phone and calling them with a personal touch but it, uh, because you can use the automations. But one thing that I will sing until I'm blue, uh, maybe even have it written on my two Automations are there to support you in the process. They are not there to make the sale. You are in the industry of people, and at the end of the day, people just wanna be seen, heard, valued, and loved. And reaching out to them via phone call, leaving a voice mail, following up with a text goes a long way in helping people see that you care about them and their fitness goals. Now when I say follow-up in that regard, I'm not talking about picking up the phone and saying, hey. We saw you were interested. Do you wanna buy a hard two week intro offer or whatever your offer is? I want you to call, and I want you to get to know more about the client. By getting to know more about the client, why are they interested? What is their fitness goal? Why is that important to them? Um, have they done the modality before? That is going to help you build a relationship. And as you build that relationship, you can learn valuable information, and then you can tailor them to say, hey. The best way to get started with us is this. Let's get you signed up today. Um, don't be pushy. There is a way of being a salesperson and following up with your leads without being a pushy salesperson. So understand, follow ups are crucial. Nurturing leads does generate 50% more sales, um, because, again, you're able to nurture them, and nurturing them through the different giving them new messages. Now understand that's the same thing with your journeys. Your journeys, you're gonna you know, the reason it takes six to 12 touch points is because different messaging speaks to different people. So we're we're trying to make sure that we get the right message in front of the right person at the right time. And so that is why you want to have multiple touch points over the course of your journeys and also tracking where those people are in the journey. And as I said, it often takes six to 11 touch points to close a sale. So the benefits of lead tracking, again, it is improved conversion rates. You have a higher sales and marketing return on investment, a deeper understanding of customer behavior, faster sales cycle, and better reporting and sales performance. So do we have a question, uh, regarding any of this information, the statistics, and, uh, the why?

Jayde Berenzon:
I do see a couple questions, I think, that are gonna be answered in the next piece. So

Josh Poole:
Okay. For that. Got it. Awesome. Alright. Well, let's hop on down pipe. Oh, yeah. We're gonna we're getting to that, Suzanne. I see the question. So let's go ahead and talk about it. So here are the recommended lead stages, uh, the coach approved lead tracker. Um, and we're actually, um, this is gonna be very short and sweet and to the point, uh, because we're actually the next the next thing that we're gonna do is a working session, and you'll be able to do this alongside of me while we do this. So, uh, I always write and this is the order that I recommend it be in. You have your new lead, your contacted, engaged, first class drop in, that would include your guest pass, class pass, drop in. Um, if you use gym pass, those would those first class people that are coming in on those particular methods. Your intro active, your first class booked, understand that is first class booked of the intro offer, first class completed of the intro offer, intro expired, membership won, package won, potential lost, and lost. Those are my recommended lead stages, uh, and it's the Coach approved tracker. And if you've seen the in the marketing sales course, uh, where, uh, Eric and Laura talk about the sales pipeline, um, this is very similar to that. There's a few differences, and, uh, the reason that I've added it is just some more clarity around some things that we we can definitely get into today. So a few things that I you know, before we move on to building it out, I wanna make sure that, um, everyone understands most of these can be automated. So it can be automated through your marketing journeys, um, and where they get assigned the lead stage when they meet those certain conditions. And then when they move into another lead stage, that lead stage gets removed, and the other one gets added. So they're moving along your sales pipeline. The only two that cannot be automated are contacted and engaged. And the reason being, this is your physical touch points in your, uh, prepurchase or new lead journey. So if you if you wanna think of it this way, consider new lead contacted and engaged, your new lead prepurchase journey. First class drop in to intro expired is your intro offer journey, and then membership won all the way to lost is the outcome of the sale. Once you have the sales conversation and convert them, there's really no need to consider tracking them in the lead tracker at that point. Um, you know, if someone buys a membership, if someone buys a package, you can set up a journey to continue to nurture them for, uh, the I recommend the first three months of their, uh, of their time with you, um, because, again, that goes into member nurturing and helping with retention. Um, this is really to navigate people from the start of the funnel to the post sale outcome. Um, there are some ways that we can use potential loss in a win back campaign. We'll talk about that, uh, later on as well. But back to the contacted and engaged, since it is going to be based on picking up the phone and calling an individual, you I can't we can't automate that, um, because it is based on when you're reaching out. The difference between contacted and engaged, Contacted means we picked up the phone. We left a voice mail. We did not have a conversation with them. Little pro tip, if you leave a voice mail, immediately follow-up with a text message from Walla system to just say, hey, Jay. It's Joshua from Alchemy. Um, I just called and left a voice mail. Would love to find a chat with you and learn more about your fitness goals. What are you looking to accomplish? End with a question or, like, you know, when is a good time for you? The reason being, some people will not call you back. People some people don't like talking on the phone, but they may respond to a text message. And in there, you can continue the conversation. Once you have a line of communication, whether it's a phone call, a text message, even an email, you now have engagement, and then you can move them into the engaged phase, um, because there is that line of communication. And these are going to be an hot leads to make sure that you are trying to get them to purchase that first thing so that they can try your studio out because, really and truthfully, that is where the magic begins. The hardest conversion you will ever face in your business is new lead into first purchase or intro offer. That is the hardest conversion. Everything else, you have more control over because you're actually in the space with them. You see them face to face. They're interacting. They get to experience your studio. So these are the recommended lead stages. Um, the one thing I wanna just also point out before we get there, potential lost and lost. Why are those two in there? Potential lost would be someone, uh, who who is a individual who was came in on your lead form, came in from your marketing efforts. Somehow, you got their information in the system. They go through your new lead journey, and at at day 30, they haven't reached you haven't had any engagement. You haven't had any response from them. Typically, I say at 08:30, move them over to potential lost because why do you wanna you've at this point, you've reached out probably about eleven and twelve times. They haven't responded. Why continue wasting time? That's not to say that you can't reach back out to them later down the road. That's why we move them to potential lost. Another example of potential loss would be if Jade owned a fitness studio, and Jade's based in Florida. I'm based in North Carolina. I happen to be in Florida, and I'm like, I see an intro offer. I'm gonna buy the intro offer while I'm visiting Florida. And then Jade goes to have the conversation with me, and Jade says, hey. You know, based on how you use the intro offer, you'd be great for an eight times a month membership. Let's get you signed up. And then I say, well, I'm just visiting. That is someone who would be considered a lost. So potential loss I think I got a little ahead of myself. Uh, potential loss would be someone who ghosts you, who says now is not the right time, finances are tough, they you can't overcome their obstacle. Understand anytime someone says no to you, it doesn't necessarily mean no forever. It just means no right now. So you can move them over to potential loss. The example I gave, and sorry for the confusion, would be a lost because I do not live in the space. There is no need to continue to nurture me because I will more than likely not buy anything, and I will find it annoying that Jade is reaching out to me while I'm in North Carolina. So, uh, potential loss is a way of assigning a lead stage for people that you already have a list of people that you can reach out to for a win back campaign. And there are ways to do that within the journey, uh, of the marketing suite. So, uh, before I move on, uh, any questions, Jade? Because the next thing is the working session. So if you haven't got your profile up, uh, your account, uh, wallet profile up in front of you, now is the time to get that ready to go because we're getting ready to have some fun.

Jayde Berenzon:
Yeah. Josh, I think most of the questions in here are more applicable once we're in platform so you can show them and kinda, like, give the example. Okay.

Josh Poole:
Um, but

Jayde Berenzon:
I do wanna call out one of the things I love that you brought up is, like, the personal touch. Um, just for background, I have on a CrossFit gym. I also own two high ticket personal training businesses. Um, and I can't stress enough how much we saw leads change once we added that, like, personal touch, birthdays, reaching out after certain events. Like, having that and just building that relationship with clients, especially at the lead level when they're first coming in and just, like, listening to them, it's a game changer.

Josh Poole:
Got it. Yep. No. It it it really is. And and that's the one thing that I always like to tell people. Boutique fitness, it is all about the experience. And if you can have the white glove, the red carpet, you make that person feel like they're the only person in your business, it goes a long way. And there is ways to do this authentically. Like, yes, you are running a business. Your goal is to be profitable. Your goal is to pay yourself. Your goal is to grow. But that again, when you it's it's making sure that what makes boutique boutique is that experience, and the personal touch goes a long way in helping that. Mhmm. You know? And and I I will tell you where I learned this. Um, I'm keeping an eye on time because I wanna make sure we get to other things. But where I learned this was when I was a front desk associate part time. Um, I I mean, I was a nobody. I just was checking people in, making smoothies, selling retail, that kind of stuff. But what what that experience taught me was I work the same shifts every week. I knew when certain clients were gonna be coming in to come to the gym. I knew what their behaviors were. And I got to the point where it was I would see Peter walking on the sidewalk. I already had the water bottle, a towel, everything ready for him to pick up so that he could check-in and go straight to his workout. And I also knew that he would get a smoothie after every workout, and that smoothie was ready for him before as he was walking up the stairs. That right there goes a long way, not only in nurturing people. Now I'm talking about this as someone who is a member, but it goes to retention as well. Personal touch is so valuable because you are in the industry of people, and you have the impact to change people's lives.

Jayde Berenzon:
Love that. A 100%. I do have a one question that came in the question. Here, it's, uh, what's the and this is from Stacy. What's the difference between first class drop in and first class booked?

Josh Poole:
Yeah. So first class drop in is someone who is coming in on their first class, whether it's a drop in guest pass, class pass, gym pass. This would be someone who is a new timer to your business, and they're not coming in on an intro offer. The reason that I have this and first class booked from a first class drop in, the goal is to upgrade them into the intro offer. First class booked, as you notice, it's between intro active and intro expired. This is for someone who is on an intro offer so that you know when their first class on their intro is booked. So if someone is in your intro offer active and you let's say it starts on the date of purchase and then it's four days later and they haven't booked, you have a list of people that you can reach out to to try to get them to book their first class. Um, and then first class completed is also on the intro offer because we always wanna reach out to people after their first class to see how they're feeling, to congratulate them, those types of things. So that is the difference between first class drop in and first class, uh, booked. Alright. Uh, I believe if I go to the next page, it is best practices and the work session, so I'm going to exit out. I'm gonna stop sharing for a second, and then I'm gonna pull up my demo site and share my screen again. And here we go. Alright. So, um, this is the lead tracker sales pipeline. Um, if you haven't set it up, it probably looks like this. So we're gonna start from the basics. Um, so bear with me as we go through this and, um, all of that. So first and foremost, you're gonna wanna have your lead stage settings. So when you come to your sales pipeline, you'll come over to lead stage settings, and this is where you can set up all of your lead stages. We have since this is the demo site, there's multiple in here. Um, but, uh, let's see. Make sure that I have everything. New lead, contacted, engaged, intro, intro, expired, membership won loss, potential, first class drop in, first class first class completed. So great. I have everything. So, uh, if you're needing to create your lead stages, here's how we do it. You click on the add lead stage. You write the stage name. So if you're wanting to do, uh, first class completed, and I'm probably gonna have to call it first class completed number two. That would be considered an active lead, and then you can pick whatever color you want it to be. It doesn't matter. Um, that's preference, uh, and then hit submit. Now for you'll notice here, um, anything that is so within in the lead tracker, your intro offers, your new leads contacted, engaged, intro expired, all of those are going to be considered active leads. The outcome of the sale, that's where we get to the aspect of lead one closed or lead lost and closed. So if you're going to track it via membership one, package one, that is going to be a one state. If, uh, potential lost and lost would be a lead lost. And this is this will report and help you see what your conversion rates are, uh, on your intro offer into, uh, a sale. Um, so, uh, let me stop there. Any questions on the, uh, how to create a lead stage? Because that's where you gotta start before we can build out the sales pipeline.

Jayde Berenzon:
I think this would be a good time to answer some of those questions we had come in originally. Um, so let's go and go to this one. Somebody said they are new to Walla. Where do they find leads? Um, I feel like we kinda showed it over there on the sidebar. Let's go to the next one here. We have let's see. So we classify potential loss as loss. So this goes back a little bit to the last part.

Josh Poole:
Got it. So potential loss again, potential loss is someone who is a a lead that didn't buy anything. The, uh, someone who ghosts you after their intro offer, someone who tells you no, not right now, or finances are tied, or I just injured myself. I can't do anything for six weeks. Um, that would be a potential loss because you could target retarget them with an offer for a win back campaign. Lost would be someone who may be moving to another state, uh, that was on your intro offer or someone who is visiting that bought your intro offer and has no intention of of of being in the area for a membership or a package. Um, so that is the difference between potential lost and lost. Leads, how you capture leads, this is through the wall of lead forms. So, uh, your meta lead meta lead form, uh, Google lead form, and wall of lead form, um, and anything you classify as a lead in your journeys. Now understand we we are not today's, uh, topic is not about marketing, uh, and how to market and get leads with paid advertisement, that kind of stuff. Uh, it's really just about how do we flag people who are leads and then also building out, um, that pipeline and helping you understand best practices. Um, let's

Jayde Berenzon:
for you, Josh. I can't find my lead tracker. Can you show that again, please?

Josh Poole:
Yeah. So if you're in your wallet dashboard, uh, you're gonna go and you have the marketing suite, um, because the the lead tracker is only with the marketing suite. Um, you're gonna come to the sales, and it is underneath sales, uh, is where it lives.

Jayde Berenzon:
Okay. Perfect. Thank you. Um, we got a few more questions. Can you repeat the outcome potentials again? I think there were three different categories.

Josh Poole:
Uh, so can we repeat? Uh, so, uh, yes. So you have membership one, package one, and then for loss is potential lost lost. Yes, ma'am. And we're gonna build this out. So if you have your if if you're we're gonna build it out. So, uh, I and I think it's great that I'm asking answering these questions because you if you're if you're not, uh, having anything to do, you can create your lead stages so you can follow along and build it out with me.

Jayde Berenzon:
Well, as I say, a lot of these are, I think, questions that we could do as follow-up. Why don't we go ahead and dive into it a little bit more, and then we'll stop again, and I'll answer or ask some more questions.

Josh Poole:
Awesome. Alright. So once you have your lead stage settings build up, you'll come back to the lead tracker, and we're gonna click on the little settings, the little gear beside the sales pipeline, and that is going to pull up the pipeline configuration. Now, um, you're gonna need to hit the add button, um, to add the different lead stages, and then you'll get to select what lead stage you wanna have. Um, understand this, you know, right now, um, if you ever decide to change your lead, uh, your, um, pipeline or anything, um, you will have to backwards it. You'll have to delete things out and then add things. I do believe that we're trying to do some new features where we can easily make it a change. Um, but in in my experience, if I've ever gone in and changed something for someone, it doesn't save the correct way, so I have to rebuild it. Um, but the but I do believe that that is something that, um, is we're working on in product. So once you have the you add the buttons, we'll come you'll click on the little caret down arrow, and first thing we're gonna pick is new lead. Then we'll come in, and you'll pick your, uh, contacted because, again, that's where we're calling them, um, and trying to follow-up with them. We do engaged because then now there is a line of communication. First class drop in, which again includes guest pass, class pass, drop ins, um, and, uh, what's the other one? Gym gym hub, uh, gym pass, whatever it is. Then we'll do intro active, first class booked, first class completed, intro expired, membership one. Now understand, uh, the one and the lost is going to live under the one category. So membership one, package one, potential lost, and then lost. Once you have created that pipeline, you just come down to the save button, and then bing, bang, boom, you now have your lead tracker in place. I will stop there and see if there's any questions or if there's any questions related to this.

Jayde Berenzon:
We have questions. Um, some are related, some are not. So let me go and go with one. Mackenzie is asking, our company has intro appointments rather than classes. Are we able to connect these to an intro offer then that is technically not set up under intro?

Josh Poole:
Um, so right now, that, uh, unfortunately, no. Uh, the, uh, the thing with appointments, um, we are going to be releasing other features with appointments. Um, so there is in the future where I do believe that that is going to be a possibility where you'll be able to set up an intro offer for appointments. Um, we'll be able to do things in the journeys, which then you can tag them in the lead stage and all of that. Um, so right now, no. But I it is it is in the works and will be coming. Mackenzie, if, um, if you wanna talk, um, if you would like to chat with me, happy to connect with you and talk about ways that we can, uh, figure out a workaround to to help you out with that.

Jayde Berenzon:
In the so the next question is in the permission settings, I noticed my staff didn't have the first sales CRM button turned on even though everything below was on. So they were flying blind, which caused a slew of confusion. I have turned that on now, but I have a question about the last permission on that grouping. It's called sales CRM pipelines. What does that button do?

Josh Poole:
That is a good question, Adi. I'm going to have to get back to you on that because now we're now you're asking about technical things, and those technical things are things that, uh, uh, I will have to phone a friend on. Um, so, um, Jade, if we can, uh, grab that Sure. Question, and I'll I'll, uh, work on that and get back to you, Adi.

Jayde Berenzon:
That's great. Okay. Question. I have one more for you if that's Alright. Yeah. We've had clients purchase an IntraPass and not land in the pipeline. Is there a place in the process to take them as a purchase?

Josh Poole:
Yes. So, Suzanne, so this is gonna be, uh, associated with your journeys. Um, I I if if I if I remember correctly, you and I have worked together. So, uh, this would be making sure that we have, uh, the journey turned on for your intro active or intro offer. And then once they purchase that, that is when they'll get assigned the lead stage intro offer. If that is not turned on, then it's not going to automatically do it. So we'll we'll I I can show you this in a little bit, but your once you have the pipeline build out in your journeys, when you build out the audience and you set your conditions, there is that extra box that says assigning tags or lead stages. So that is where these work in tandem so that when someone meets that particular requirement, they get assigned that certain lead stage, uh, automatically. So we'll we'll show that here in a second, um, because I wanna make sure before we move away from the pipeline and then talk about how it works in tandem with your journeys, I wanna make sure we show some best practices with, um, how to make sure that we're following up with people. So okay. So we see here these are this is a fake studio with fake people. Um, I believe Clark Kent is a is a client in here. Um, so, you know, different it it's fake. But, uh, but I can still show you the different things. So couple of things with your, uh, pipeline, you can always change how often you wanna see it. You can see when the contact was created. Um, you can search your location if you have multiple locations. If you're assigning it to someone, um, this is a really great tool. So if you have multiple people who are following up with your leads, assigning it to them is a great tool because once you assign it to them, rather than them seeing every single lead that is there, they can come up here, find themselves, apply it, and then they only see the leads that they are responsible for. Um, so this is a great tool. Um, we'll show you how to assign it. Um, you can also search by lead stage, uh, and then their lead state. Um, so how does this work? Well, if you're wanting to move someone along manually, the best way there's a couple ways to do it. So let's say, Maureen came in yesterday. I picked up the phone. I gave her a call. I left a voice mail. If I wanted to move her along into that contacted, you can click on her contact card, click, drag, drop, bing, bang, boom. She has been moved over to the contact stage. Now there are other ways to do this as well. Um, and this is what I would recommend so that you're keeping good detailed notes about what is happening in your business. If you click on the person's name, it will pop up, uh, with the panel on the side. You can change it here in the lead stage. So you can come here, click on the little edit button, exit this out, change it to contacted. Um, and here is where you can also assign it to someone, um, where you can pick whoever. I'm gonna assign it to myself and then hit save. Um, another way of updating the lead stage is coming into the phone call feature. So here, you can take a note of the outcome of the phone call. You can say we left a voice mail. We didn't leave a message. So that might be, like, it went to a voice mail inbox and the inbox was full or wasn't set up. Uh, phone rang, no answer. Obviously, we know what that means. Uh, not available, wrong number, or did we have a good conversation? You can pick whatever. Let's say you say, I left voice mail. I'm gonna I'm gonna put left voice mail followed up with text. I'm gonna pick a follow-up date. Just so you know, in your new lead journey, these are the three strategic touch points where we call people. One day, at no more than one day. If you can call them the day that they come in, great. But no more than one day after they come into your account, five days after they've came into your account, and nine days. Those are the three strategic touch points where I say we need to be calling people. Hopefully, by at some point before day nine, you've already had engagement with them, and you can continue the conversation that way. So if I called today, today was day one. Maureen came in yesterday. I'm gonna call four days later. 1234. You set the follow-up date. We are gonna change the lead stage here. We're gonna hit contacted, and then we'll hit save. What you will see now, if I exit out of this, it's already updated the lead stage up here, and then you'll notice that she's down here. What you'll see is follow-up in four days, and it is assigned to myself. Um, as you notice here, you'll see these red bars. You'll see this orange bar. As we get closer to the day that you're supposed to follow-up with the person, a small little orange bar is going to show up beside the person's name. As it gets closer and closer to that day, you can see here as a visual, this is who I need to follow-up with today. The orange bar is the full length of the contact, and then the follow-up says today. If it goes over, it turns red, and it starts to tell you how many days ago this call was not followed up with. Um, the other thing to know about how these people are listed in these buckets, it's based on their follow-up date. So Maureen is four days away. She's not someone that we really need to see right now. Hannah is today. But the reason that these are here is because those are outstanding overdue leads that need to be reached out. This is a great way for owners if you have people who are sales rep to I would never say micromanage. Please do not micromanage. No one wants to be micromanaged. But this is a great way to trust but verify our people following through with their responsibility and reaching out to the people when they need to reach out to them. Um, other things, uh, in regards, I said the text message, you can always, uh, if the client is opted in the text, you can as soon as you hang up, you can send the text straight through their panel after you leave the notes, uh, and send it that way. The other way to see if, um, the other way to follow-up with people is you also have the task feature. Um, so you click on the little clipboard. You add you click the button. Let's say it's the fifth follow-up. Fifth day follow-up is what I should put. I'll just put test here. Your staff could do this. They can set it for them so that it's a reminder. They can you can you can do it and set it for location enroll. So if your front desk is going to be doing this, um, you can put front desk and say anyone can complete, or you can pick specific people. So if you're doing it if you're creating these tasks for your team, um, you can pick who you assigned it to. Now the one thing is, and I'm hopeful that it's gonna happen this year, is that we'll be able to automate tasks. So this is something that will not no longer be manual, and it will automatically create based on when people come into, uh, their, um, into the system. And then you assign the due date. So we said it was gonna be the sixteenth. I or what was it? Uh, 01/02/1934, the eighteenth. So we'll hit that. We'll hit save, and then you you select the time. Time is a little arbitrary. You don't have to it doesn't necessarily mean if you wanna do it by the close of business, that's also fine. Uh, the only thing is whatever time you set, if that task is not done before that time, it's going to register as an overdue task. But, um, figure out what works for you. And then you hit save. And then what happens now is you'll see that these are all the tasks I assigned. But the, uh, other than using the lead tracker, the task feature, you can come up to your profile. This will be for anyone. You have the little task. There's a little blue dot, which means that I have task. And then bing, bang, boom. I have a list of people that I need to call with what date it needs to happen. Once you're done, you can easily click on the status and then check it off, and then that's complete and you move on. Um, so those are two ways of making sure that you're following up with your leads. Figure out what works for you. It might be both, um, but, definitely, the lead tracker is your source of truth. Um, the task is just another way of making sure people know exactly when they need to reach out and that they are they have that to do list visually, um, in front of them. Any questions there? I know we're at fifteen minutes, but we can go for the full hour because this is a lot of information, and and I think it's being very valuable.

Jayde Berenzon:
Yeah. I would I would agree, Josh. Just so everybody's aware, we are out of time. But we're gonna go and stay on here for the next fifteen minutes to answer some of these questions because there are a ton in the chat, so maybe some good takeaways for everybody else. Um, Josh, first question. Are you developing ways to track people from enrollments? We have a one on one course that we haven't been able to automate.

Josh Poole:
I will have to find out about that. Yeah. So let

Jayde Berenzon:
me put that as a follow-up. Next question. I also can't make my intro and intro pass because then they qualify for our two d DTM offer, which is not right for us. Can I make a lead tracker stage for a certain purchase, not an intro? Um,

Josh Poole:
it, uh, yes. Because the it depends on the sales pipeline on on how you how what that would be and what that would look like. Yes. That is you you can. Uh, all that would be would be creating a lead stage and then and then moving them, uh, creating that lead stage and then adding it to this pipeline. This is this is a this is a standard pipeline that, you know, if you're if you're a class based, you're not direct to membership, um, and you are having the sales conversation, prescribing memberships, and converting people, this is a, uh, a a a basic pipeline for you to use, um, to convert people.

Jayde Berenzon:
Um, I do see a comment about going back to a slide. Catherine, we're actually gonna send this recording out afterwards, and so you'll be able to take the screenshot right then and have it whenever you want. Alright. Let's go ahead in the next question. What permissions do we need to give our teachers so they can access the panel, um, to edit to edit the lead stages? Not sure if you can answer this, but thought I'd ask. I tried to give permissions to my teachers, and they couldn't access a client's panel to edit the lead stages. So what kind of permissions do they need to to be able to

Josh Poole:
Uh, you'll have to go to business settings, um, come to staff permissions. Give me a second. Might be under marketing. Reports. Here we go. So that would be under sales CRM. You will do it for the lead management, uh, lead sources, lead stages, but that creates and view lead stages, uh, and then also the lead tracker. So it's gonna be under business settings and then your sales CRM.

Jayde Berenzon:
Next question for you. We only have new leads in our pipeline. Do you have to manual update the prospect lead stage?

Josh Poole:
Say that one more time.

Jayde Berenzon:
Yep. We only have new leads in our pipeline. Do you have to manually update the prospects lead stage?

Josh Poole:
Uh, so no. Because this is where the journeys come in. So if we just quickly show what what can happen. So if we look at the new lead nurture, you know, everyone has it set up different ways, um, you know, uh, for for your automations. But, you know, the the biggest thing with your sales pipeline, your lead tracker, the two big journeys that you need to have turned on to fully utilize and make sure that they're working in tandem is your new lead nurture and your, uh, intro offer journey. Um, so if we come to the, uh, welcome, uh, nice to meet you, you're going, uh, you'll you'll have your audience, all of that. And so as you see here, when someone meets these conditions so they don't have a plan, they have no upcoming booking, they create the record creation date was today. Remember, in Walla, day zero is today. Record creation means that somehow their contact information got into your system, and then class check-in activity is exactly zero, they are going to get assigned well, one, they're gonna get a message, but they're also gonna get assigned the lead stage. So the contacted and engaged, those are the two things that you're going to have to manually move. But for everything else, you can create a journey. So, like, if I were to go into where is that one at? First class drop in conversion. I don't know where it's at here, but, uh, if we look at your intro offer journey, uh, this would be another example. Welcome. They get the welcome email. And then, uh, once they buy it, what you would do is you would come to the add or remove, uh, tag lead stages. We would say that they have the intro offer active. We would say we're gonna move remove, where is it at? New lead. We would remove contacted. We were removed engaged, uh, first class drop in because they could be an upgrade. And then you could also, uh, do potential lost because someone might come back in your potential lost and buy the the intro offer. And then you hit save, and what this will do is when they meet those conditions, it will automatically move that person over into the intro offer active, and then it will remove any other lead stage that is on their account. Um, that if it based on these, which that would typically be what they are. So it I mean, it really depends on how you set your lead tracker up, but that is the process of moving those people along your, uh, automatically.

Jayde Berenzon:
Let's go and answer a couple more questions. And we're not gonna be able to get to everything, it looks like, today. But me and Josh will go ahead and take the people that we haven't been able to get to and send a follow-up with your answers. Um, Um, I do like this one because I think it's a little bit more strategic. It says, if someone just walks into your studio to get information, are you supposed to ask them for your email, um, and to set set up a client profile, would that feel high pressure salesy, and are they would they be reluctant to provide information at that point? Like, what are your thoughts on that?

Josh Poole:
Yeah. Um, couple of things that you can do. Uh, so, um, one is definitely treat it as your first interaction. Um, you know, make find out what they're interested in, what goals they are what goals they have, what is their why, and understand knowing goals and knowing their why is going to serve you in your sales process. That is information that you need to be bringing up every time you have a conversation with them, um, because you are reminding them why they came to you in the first place. Um, so finding out that information, really building that relationship. What I would say in that interaction, um, you have someone right in front of you. You have that opportunity to pitch your services. I would sit rather than trying to grab their information, I would say, well, hey. Based on all that you shared, our intro offer is the best way to get our experience. It's $59. Let's get you signed up. They can, of course, say no, or they can say, well, I need to think about it. At that point, you can say, well, can I go ahead and grab your name, email address, and phone number so I can follow-up with you? Notice that it's not high pressure sales. Um, I just say, hey. This is what we recommend to get started with us. Client says a response, and then you say a response of, well, let me get let me grab your info so that I can, you know, follow-up with you. Um, so that's what I would recommend. Other things to consider doing, uh, QR codes. Uh, have a QR code on your studio door. Uh, have your QR code at your front desk, uh, and direct it directly to your Walla lead form. Uh, that way, they can put their name, email address, phone number, and bing, bang, boom. You got another lead.

Jayde Berenzon:
Alright. I'm gonna give one more question, Josh. And everybody else, like I said, I will pull these questions and make sure we follow-up with you. Um, what are the colored boxes with numbers in the right hand corner of the lead box? I felt like we're already in platform. Let's answer it all.

Josh Poole:
Say that one more time.

Jayde Berenzon:
What are the colored boxes with numbers in the right hand corner of the lead box?

Josh Poole:
Oh. Oh, yes. The lead box. Okay. Got it. That is your lead score. Uh, so great question. Uh, wasn't thinking about that, but, uh, great question. Uh, this is a new feature. Um, it does depend on if the person puts your it puts their address in, uh, the the profile. Um, if you don't have the address, you're likely gonna see a score of zero. Um, the lead score is to show you what is the potential of this person converting based on how far away they live from your studio. The higher the lead score, the better chance you have at converting them. The lower the lead score, likely not a great quality lead. So it is really to help you justify in qualifying your leads to know, um, what are the chances that they potentially could convert into an intro offer and a membership. Still treat them as a lead. Everyone deserves a chance, and they may not have their address in their right. They could have put a fake address. Who knows? But, um, but that is what the numbers in the right hand box of the contact card is.

Jayde Berenzon:
Awesome. Awesome. Um, well, Josh, I just wanna say thank you. Thank you everybody for joining us today. Um, I do have one more poll that I'm just gonna post here. We are doing these every month now, um, every second Wednesday. And so we will make sure that we keep you guys in the know, but I hope you found great value in today's in today's session. Um, and Josh does do more in-depth trainings one on one for people that are interested, uh, within the Wala platform, really optimizing Wala to help your studio. And so if you have any interest, please answer that poll for me. Otherwise, you guys are good to go. Thank you for everything. Thank you, Josh.

Josh Poole:
One more thing, uh, because I I know mostly this is really designed for, uh, some clients, but I there might be people who, um, are not on Walla yet. Okay. Cool. Um, if you are interested in, uh, joining Walla and and learning more, um, I think Jade's gonna pop something in the chat right quick, um, so that you know. But, uh, really reach out to sales@helloWALA.com, and one of our, uh, sales rep will reach out to you to get to learn more about you and your business and your goals and can talk to you more about WALA.

Jayde Berenzon:
Thank you, Josh. Thank you, guys. Thank you, everybody. Hope you have a great day. We'll talk to you next time, next month. Bye, everyone.

Josh Poole:
See y'all. Thank y'all for y'all's attention.

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