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She came to trial. She liked the 18:30 strength class. The membership still says Trial.

Forge Athletic is a single-floor gym with a morning yoga room. The abandoned cart is a trial that attended and never became a Member — or a membership that Expired while they still sat on the waitlist. No medical notes. Goals are weight, strength, flexibility — gym language.

Illustrated walkthrough of the pack — not a named customer case study.

Firm
Forge Athletic
Gym & studio, illustrated walkthrough
Where
A warehouse conversion in Austin
One floor, eight trainers, ~300 members
People training with weights in a gym

Studio board

Samira Haddad · Trial until Friday

Ends Friday

  • Morning yoga

    07:15 · Mei

    Full

  • Evening strength

    18:30 · Leah

    2 left

  • All-levels HIIT

    19:30 · Chris

    Waitlist

“I can see she attended Tuesday. I should not need a spreadsheet to know the trial ends Friday.”

Leah Okonkwo, Trainer

Tuesday 17:50. The 18:30 Strength class has two spots. A Trial membership ends Friday. Someone on the waitlist will get in if a Booked member no-shows. The music is already up.

Records on the person

Member Journey — Trial booked → Trial attended → Follow-up → Member (or At risk / Churned)

  • Membership

    Trial · ends Friday · status Trial

  • Class

    Evening Strength · 18:30 · 2 spots · All levels

  • Class booking

    Booked · (another member) Waitlist

  • Member fields

    Goal Strength · preferred time Evening · home centre Forge Main

Role the pack adds: Trainer

The thread

AI answers what the pack knows. A human takes the same conversation when it needs judgement.

Samira Haddad

WhatsApp · same thread

Still space in 18:30 strength? I came to the trial on Tuesday.

AI

Evening Strength has 2 spots. Your Trial membership is active until Friday. Reply 1 to book.
1 — do I have to decide on monthly tonight?

Human

Leah — no. Come tonight. If you want Monthly after the class, we can do it on this thread. No medical form in this chat.

That day

  1. 07:15

    Morning yoga roster

    Beginner yoga is Full. Waitlist bookings get a ping if someone Cancels. Leah is not in that room; the object still updates.

  2. 12:00

    Trial attended, not converted

    Pipeline Follow-up. This is the leak. A journey waits until evening preferred-time members are off work.

  3. 17:50

    Class reminder

    Booked members get the 18:30 ping. Waitlist is a different status — they are not told there are seats unless a spot frees.

  4. 20:10

    Missed you

    A Booked member is marked No-show. Template missed-you, not a medical check-in. Membership still Active.

AI, journeys, campaigns

AI chatbot

Forge desk

Class spots, trial end date, hours. It does not coach form or discuss injuries.

“How many spots in 18:30 strength?” → 2. “I hurt my shoulder” → please speak to a trainer in person.

Journeys

  • Trial ending

    Membership Trial, end date ≤ 2 days, stage not Member

    Invite to convert. Stops if they opted out.

  • Class tomorrow

    Class booking Booked, class scheduledAt tomorrow

    Reminder. Not sent to Waitlist.

  • At risk freeze

    Membership Frozen or no attendance 14 days

    Trainer assignment. Pipeline At risk.

Campaigns & newsletters

  • Evening strength pack

    WhatsApp

    Goal Strength, preferred Evening, Trial or Expired

  • Expiry this week

    SMS

    Membership end date this week, status Active

  • Churned, sports season

    Email newsletter

    Goal Sports, status Churned last quarter

Attended trial, never Member

What they almost lost

They sweated through Tuesday. Membership is still Trial, end date Friday. Without the object, that person is a name on a clipboard by the till.

Evening-timed journey (preferred time). One offer to Monthly or PT pack. Not a medical scare.

Win-back · then scale

Lost customers, then mid-market

Churned and Expired, plus Frozen members who never came back

Win-back is a class with spots and a goal match — “evening strength has space” — not a body-image campaign. A single gym watches trial→member. A small group of sites watches which home centre leaks Frozen.

Forge fills the last two spots from people who already liked the room. Growth is renewal and return, visible on the membership status field.

Small now: Front desk WhatsApp, trials in a notes app.

Next: Class bookings, expiry journeys, waitlist — still no medical chart.

A barbell on a gym floor
A gym interior with equipment

Memberships and class bookings only. No medical notes, no injury records, no body metrics beyond the goal picklist.

Other industries — different days

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