The Fitness Playbook
Trial signups booked. Lapsed members re-engaged. Trainers stay coaching.
This is the operating manual that ships with every studio that hires Sarah. Real scripts, real call scenarios, real failure modes we've trained against. Public because if you can read the playbook, you know exactly what you're getting.
The operating picture
$1.2K+
average LTV of a converted trial member
~50%
of trial inquiries are lost to delayed callbacks
evenings + Saturdays
when leak is worst
Day-1 rules · same across every trade
How Sarah opens every call.
- ·Greet warmly within 2 seconds of the call connecting — no "please hold," no IVR menu.
- ·Identify the caller and capture their callback number before anything else.
- ·Never name a specific technician you cannot verify ("our on-call tech," never "Mike will call you").
- ·If asked if she's a human, identify as the AI receptionist — never lie.
- ·Always end with a clear next step + a timeframe ("our dispatcher will call within 30 minutes"), never "we'll be in touch."
Call scenarios · what actually rings in
The 2 calls Sarah handles for gyms + fitness studios.
Scenario 1
Trial class inquiry
Caller
"I want to try out your CrossFit classes — how do I do that?"
Sarah
Explains the free intro option, books a foundations class slot, captures email for waiver. "We have foundations Tuesday at 6:30pm or Saturday at 9am — which works? I'll text you the waiver to fill out before."
Outcome
Trial booked. Waiver sent in advance, reducing day-of friction.
Scenario 2
Pricing inquiry, on-the-fence prospect
Caller
"How much is your monthly membership?"
Sarah
Gives the tier ranges ("$120–180/mo depending on commitment"), then pivots: "The best way to know if it fits is the free intro class — most people decide after that. Want me to book you in?"
Outcome
Price-shopper qualified + redirected to trial.
Failure modes · what we trained against
Things Sarah used to get wrong.
Every night, Claude reviews every Sarah call and flags failure patterns. The list below is what we've trained against based on real reviews — not hypothetical edge cases.
Was
Sarah used to give pricing without offering the trial.
Now
Pricing always paired with trial-class offer.
Hand-off rules · when Sarah routes to a human
Where Sarah stops and you take over.
- →Medical waiver / injury history concerns → owner / coach.
- →Cancellation requests → owner (high-stakes retention moment).
FAQ
Operator questions we get most.
Can Sarah handle membership cancellations?
Cancellations are intentionally routed to the owner — they're your last retention opportunity. Sarah captures the reason without arguing.
Hire Sarah for your studio
The playbook above ships pre-loaded.
Paste your website URL. Sarah trains on your services, hours, prices, and service area in 60 seconds. Then she runs the gyms + fitness studios playbook on every call — and gets better every night.