Client Care Desk

Purpose

To build relationships with new and existing clients via understanding what each client wants to achieve, helping them build a realistic schedule, and making sure they are on the package that genuinely fits. The largest single drop-off at Helix House occurs between a client’s first and second visit — consistent, human contact early is the intervention.

Intro & new client calls

• Call intro clients during their trial period, at defined trigger points
• Understand goals, availability and any physical considerations — log all notes in the internal system
• Help build a workable weekly schedule across Reformer, Mat, sauna and contrast therapy
• Recommend the membership or pack that suits their actual pattern of use

New member welcome calls

• Call every new member shortly after they join, to confirm their schedule and answer questions
• Make sure the member has booked a second and third visit before the call ends

Feedback loop

• Capture recurring themes from calls — timetable gaps, instructor feedback, pricing objections
• Report themes monthly

Success measures

• Intro-to-membership conversion rate
• First-to-second visit rate for new clients
• Percentage of intro clients contacted (call coverage)

About the Momence suggestions

Trial and new-member suggestions come from the same Supabase mirror the KPI dashboard uses, synced from Momence every 10–60 minutes — not a live call to Momence for every page load. Cancellations have no reliable signal in Momence for this account, so those stay manual-only; suspensions are flagged automatically but still need a human follow-up decision.