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    Club OS Glossary

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    This is an on-going project with definitions to be added each week. If a definition is needed but does not appear, please feel free to request the term using the comment section located at the bottom of this page. Club OS will make every effort to incorporate it within a reasonable amount of time.

    Active Guest

    A status used to describe a lead who is currently within their guest pass period.

     

    Agreement

    A financial contract established between club and client.

     

    Application Program Interface (API)

    A line of code granting two computers the permission to communicate with each other. (Example: See Digital Guest Waiver.)

     

    Appt Booked

    A status used to describe a lead who has booked a sales appointment with club staff.

     

    Appt No Show

    A status used to describe a lead who booked, but failed to attend, their sales appointment. 

     

    Be Back

    An event in which the Prospect has completed the club's Digital Guest Waiver on more than one occasion. On the Prospect's calendar, this event is indicated as 'B'. In Club OS reports, this event is indicated as 'BB'.

     

    Call (D)

    A phone call that an employee makes to either a Prospect or Member outside of the follow-up schedule. (Here, '(D)' stands for 'Direct'.)

     

    Campaign

    The coordinated promotion of a club product or service performed through Blast or Automatic Campaign.

     

    Closed

    A successfully accomplished agreement. (Example: Whenever membership or PT is purchased)

     

    Contact (D)

    Any contact (phone call, text, or email) that an employee makes to either a Prospect or Member outside of the follow-up schedule. (Here, '(D)' stands for 'Direct'.)

     

    CSE

    Customer Service Employee.

     

    Dashboard Goals

    Pre-set, KPI standards for which an employee or club location is encouraged to reach.

     

    Deleted (D)

    In the Commission Report, a previously completed event which has now been deleted will be designated with a 'D'. 

    (See also, Direct Contact) 

     

    Digital Guest Waiver (DGW)

    Captures essential contact information for every guest that walks through the door; also generates prospects in both Club OS and the billing software.

     

    Direct Contact (D)

    Any contact method done outside of a scheduled follow-up. (See also, Deleted) 

     

    Electronic Fund Transfer (EFT)

    The electronic transfer of money from one bank account to another, either within a single financial institution or across multiple institutions, through computer-based systems and without the direct intervention of bank staff.

     

    Email (D)

    An email that an employee makes to either a Prospect or Member outside of the follow-up schedule. (Here, '(D)' stands for 'Direct'.)

     

    Expired Guest

    A status used to describe any lead whose guest pass has expired.

     

    FA

    Fitness Assessment; occasionally referred to as ‘FC’ or ‘ORT’.

     

    FA/FC/ORT No Show

    A status used to describe a new member who booked, but failed to attend, their Fitness Assessment/Consultation/Orientation.

     

    FA/FC/ORT Not Booked

    A status used to describe a new member who has not yet booked their Fitness Assessment/Consultation/Orientation.

     

    FA/FC/ORT Show

    A status used to describe a new member who, both, booked and subsequently attended their Fitness Assessment/Consultation/Orientation.

     

    FC

    Fitness Consultation; occasionally referred to as ‘FA’ or ‘ORT’.

     

    Follow-Up Number (Follow-Up #)

    The specific stage into which a prospect or member currently falls on a club’s Follow-Up Schedule.

     

    FU

    Follow-Up.

     

    Full Cron

    The daily event in which a club’s entire system syncs at once.

     

    Hourly Cron

    A daily event in which a club’s system refreshes itself at 12pm, 5pm and 9pm by default (or, more often upon an upgrade); less involved than the Full Cron.

     

    Inactive Member Canceled

    A status used to describe a member who has canceled their membership.

     

    Inactive Member Collections

    Pulled from a club’s billing software, this can occurs due to credit card issues.

     

    Inactive Member Expired

    A status used to describe anytime a membership has run out and was not renewed.

     

    Key Performance Indicators (KPI)

    A snapshot into a club’s performance at any given time, tracking figures such as prospects and sales.

     

    Lead

    A status used to describe anyone who has recently been entered into Club OS who may have originated as a walk-in or telephone inquiry.

     

    Member

    A status used to describe any new, current or old club member.

     

    Member Delinquent

    Any member who has transitioned into a delinquent status in a club’s billing software.

     

    Member Freeze

    A status used to describe a member who has put their membership on hold due to vacation, life changes, etc.

     

    Member Pending Cancel

    A status used to describe any member who has indicated that they would like to cancel their membership using their thirty day notice.

     

    Member Sales Account

    Denotes the defaulted employee account for occasions in which a prospect does not naturally belong to any one staff member in particular. (Example: Web leads)

     

    Member Support Account

    Denotes the defaulted employee responsible for following up on a prospect who has ascended to member status; can be left blank to override default.

     

    Membership Follow-Up (M, MFU)

    A campaign aimed at selling memberships to curious prospects; occurs once that prospect has automatically populated an employee’s follow-up schedule.

     

    Message Center

    Displays an employee’s correspondence history in Club OS.

     

    Missed Guest

    A status used to describe a lead who arrived at their sales appointment but neither purchased a membership nor received a guest pass.

     

    MTD

    Month to Date.

     

    Opps

    Opportunities.

     

    ORT

    Orientation; occasionally referred to as ‘FA’ or ‘FC’.

     

    Outreach 

    A marketing source; typically referring to outreach events outside of the club, such as operating recruitment booths at conferences, fairs, etc. 

     

    Package Setup

    A multi-faceted feature in which Admins can add services to a club’s roster, create packages for purchasing, and manage the commission fees and frequency with which their staff is paid.

     

    Personal Identification Number (PIN)

    An individualized code used to validate a member’s PT sessions; can be found within the member’s Account Settings.

     

    Personal Training Follow-Up (PT, PTFU)

    A campaign aimed at selling personal training to already active members.

     

    POS

    Point of Sale.

     

    POS PT

    The accumulated total of PT sold on the same day that a membership was purchased.

     

    POS Referrals

    The accumulated total of referrals acquired from a prospect within the day of a membership being purchased.

     

    Proj

    Projected.

     

    Prospect

    A status used to describe anyone not yet classified as a member who are inquiring about a gym via phone, web, or walk-ins.

     

    PT Active

    A status used to describe anytime an active member currently has PT sessions available to them.

     

    PT Canceled

    A status used to describe anytime an active member has canceled PT.

     

    PT Inactive

    A status used to describe anytime an active member has not used their session(s) within a customizable number of days (most typically, fourteen).

     

    PT Opportunity

    A status used to describe anytime an active member’s remaining PT sessions have dipped below a default amount, thus signaling staff about an opportunity for sales.

     

    PT Prospect

    A status describing any member who has yet to purchase PT.

     

    PT Sales Account

    Denotes the defaulted employee held responsible for pitching PT to a PT Prospect; can be left blank to override default.

     

    PT Support

    Denotes the defaulted employee responsible for following up on a member who has purchased PT; can be left blank to override default.

     

    Qty

    Quantity.

     

    Recur

    To occur again, periodically or repeatedly.

     

    Referral

    A status used to describe anyone who was sent to a club by an existing member or prospect.

     

    Region Settings

    Allows staff to specify club location(s) within a populated region.

     

    Renewal

    An existing agreement that has been renewed.

     

    Rewrite

    A change on an existing agreement.

     

    ROI

    Return On Investment.

     

    Role

    Roles are a hierarchy of user classifications, which are determined by their level of access and ability to edit system features.

     

    Sales Presentation Tool (SPT)

    An extensive, public-facing, online club pitch designed by Club OS.

     

    Session

    1 unit of a purchased member service. Member service units are, most commonly, used for private training, semi-private training, and group training.

     

    Short Message Service (SMS)

    Also known as ‘text messaging’.

     

    Supp

    Supplement.

     

    Text (D)

    A text that an employee makes to either a Prospect or Member outside of the follow-up schedule. (Here, '(D)' stands for 'Direct'.)

     

    TI

    Telephone Inquiry.

     

    Top Ten

    Provides a list of the club’s top ten performers per statistic, as provided by the KPI. (Example: ‘Most Appointments Made’, ‘Least Referrals Acquired’, etc.); this feature can be set for employees or club location.

     

    Walk-In (W)

    A status used to describe when a Prospect, with no appointment scheduled, enters a club and fills out the Digital Guest Waiver.

     

    Web Lead

    A status used to describe anyone who has filled out a Club OS web lead form or who has been brought into Club OS via the API.

     

    Web Lead Form

    Allows prospects to inquire online at a gym’s website.

     

    WO

    Work Out.

     

    WriteOff

    A status announcing the occasion in which ABC has ceased to attempt acquiring collections from a member.

     



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