Why this playbook exists

Fitness and wellness studios lose revenue when calls go to voicemail, classes go underfilled, and trial leads slip through the cracks. This playbook gives you ready-to-deploy call scripts, scheduling/confirmation logic, multi-location routing, peak-hour concurrency guidance, and lifecycle SMS templates purpose-built for My AI Front Desk.

• Audience: Owners/ops leads of boutique fitness, yoga, pilates, HIIT, barre, martial arts, personal training, wellness clinics.

• Outcome: Near-100% call capture, faster bookings, lower no-show rates, and consistent, on-brand communication.

References (owned resources): AI Receptionist, AI Answering for Small Businesses, Pricing, AI Chatbot, Yoga/Studio resources: Marketing strategies, Studio website, Eco practices, Millennial yogis, Changing fitness trends, Inclusive for seniors.

What My AI Front Desk does for studios

• Answers every call 24/7 with natural, human‑like voice; unlimited simultaneous calls (no busy signals).

• Books classes/assessments directly to your calendar; sends confirmations and reminders by SMS.

• Handles FAQs (pricing, intro offers, cancellations, childcare, amenities, parking).

• Qualifies and routes leads to the right location/coach; transcribes voicemails; logs calls and texts.

• Integrates with Google Workspace and 6,000+ tools via Zapier; native CRM options (HubSpot, Salesforce, Attio) for lead sync.

• Set up in ~5 minutes; choose from 100+ voices; adjust personality (chattiness 1–10); multilingual support (10+ languages).

• Transparent pricing from $79/month billed annually ($99 monthly). Overage minutes $0.12/min. See Pricing.

Core call flows and scripts (plug-and-play)

Use variables in {braces}. Each flow captures name, phone, consent for SMS, and key interest tags.

1) Membership inquiry (new prospect)

• Intent: Caller asks about pricing, intro offers, or plans.

• Script:

• “Thanks for calling {StudioName}. Are you looking for class packs, memberships, or trying our new‑member intro offer?”

• If intro: “Our {IntroOfferName} is {Price} for {Classes/Days}. Want me to reserve your first class this week?”

• If membership: “We offer {TierA} at {PriceA}/mo and {TierB} at {PriceB}/mo. Which best fits your routine?”

• Close: “Great. I’ll text a confirmation and what to bring. What’s your preferred day and location?”

• Data: Plan interest, preferred schedule, location, marketing source.

• Action: Book first class; SMS confirmation + prep checklist.

2) Class scheduling (drop‑in or member)

• Intent: Book a class by time, coach, or format.

• Script: “Which class style—{Yoga|Pilates|HIIT|Spin|Strength}—and what day works best?” If full: “That session is waitlisted. I can place you on it and auto‑notify if a spot opens. Prefer the {time±30min} slot?”

• Logic: Prevent double bookings; offer alternates; capture payment if required (via link).

3) Trial conversion (post‑call upsell)

• Intent: Prospect undecided.

• Script: “No problem—I’ll text our {IntroOfferName} and a link to pick any beginner‑friendly class this week. Can I hold a complimentary spot for {Day} at {Time}?”

• Action: Send SMS with trial offer and one‑tap booking link; schedule 24‑hour follow‑up if no booking.

4) Freeze/cancel policy questions

• Intent: Pause or cancel membership.

• Script: “We can freeze for {FreezePolicy} with {Fee/NoFee}. I can start the freeze {Date}. Would you like me to set a reactivation reminder?”

• Action: Create ticket + tag {Freeze} in CRM; SMS policy recap.

5) Late cancel/no‑show policy

• Intent: Fees/penalties.

• Script: “Our window is {X hours}. Late cancellations or no‑shows may incur {Fee}. I can switch you to {AlternativeClass} to help you avoid the fee—shall I?”

• Action: Reschedule if within grace period; SMS policy link.

6) Amenities/childcare/parking

• Script: “Yes—{LockerTowels|Showers|Mats}. Childcare is {Available/Unavailable} at {Location}. Parking is {Street|Lot|Validated} at {Directions}.”

• Action: SMS arrival instructions.

7) Corporate/wellness partnerships

• Script: “We offer corporate rates for teams of {MinEmployees}+ with flexible billing. I’ll connect you with {ManagerName}; may I confirm your email?”

• Action: Create lead in CRM; assign owner; email intro.

Scheduling and confirmation logic

• Calendar: Connect Google Calendar or your booking tool via Zapier. Map “Class—Coach—Room—Capacity.”

• Waitlists: Offer waitlist + auto‑notify when a spot opens; confirm with “C” reply.

• Reminders: Default cadence T‑24h and T‑2h (SMS). Include: class type, coach, location, parking/arrival tips, cancellation window.

• Payment links: For drop‑ins/packs, text secure checkout; confirm on payment success.

• No‑show automation: If absent, send “We missed you” SMS with quick reschedule link and late‑cancel policy.

Multi‑location routing and coverage windows

• Location selection: Detect by caller zip/area code, last visit, or ask: “Are you visiting {LocationA} or {LocationB}?”

• Hours: Respect each location’s custom hours; after‑hours, AI still books and routes tickets for staff review.

• Routing to humans: Transfer live when keyword intent = billing dispute, injury/medical, accessibility accommodation, VIP/corporate.

Peak‑hour concurrency and overflow

• Unlimited parallel calls: No busy signals during pre‑work and evening surges.

• Smart reprise: If caller hangs up, auto‑SMS a self‑book link within 10 seconds.

• Voicemail to text: If a transfer misses, transcribe and alert the on‑call manager.

Lifecycle SMS templates (copy/paste)

Personalize with {StudioName}, {FirstName}, {Location}, {Class}, {DateTime}, {Link}.

• Lead capture (instant): “Hi {FirstName}, it’s {StudioName}. Here’s your intro offer: {Link}. I can hold a beginner spot on {DateTime}. Reply YES to reserve.”

• Trial booked (prep): “You’re set for {Class} on {DateTime} at {Location}. Arrive 10 min early. Bring {Water/Mat}; parking: {Tip}. Need to reschedule? {Link}.”

• Reminder T‑24h: “See you for {Class} tomorrow at {Time}. Reply C to confirm or R to reschedule: {Link}.”

• Waitlist cleared: “A spot opened for {Class} {DateTime}. Reply JOIN to take it.”

• No‑show follow‑up: “We missed you today. Want to jump into {AltClass} this week? {Link}.”

• Conversion nudge (72h after trial): “How did {Class} feel? Lock in {PlanName} at {Price}/mo—unlimited classes + guest passes. Activate: {Link}.”

• Win‑back (45 days inactive): “We saved your favorite class time on {Day}. Come back with 1 free drop‑in: {Code}. Book: {Link}.”

Quick intent → action map (configure in minutes)

Caller intent	Fields to capture	Action	Follow‑up
Pricing/intro offer	Plan interest, location	Text offer + book first class	24h check‑in if not booked
Book class	Class, day/time, location	Create calendar event	T‑24h/T‑2h reminders
Freeze/cancel	Member ID, dates	Ticket + policy SMS	Reactivation reminder
Corporate	Company, team size	CRM lead + manager email	48h sales follow‑up
Amenities/childcare	Need type, location	SMS arrival/parking tips	None

Data, CRM, and analytics

• CRMs: Sync leads and activities to HubSpot/Salesforce/Attio via native integrations or Zapier. Standard fields: Source, Interest (plan/style), Location, Consent (SMS), Next Class.

• Dashboards: Monitor answered rate, bookings per call, confirmation rate (C replies), no‑show %, after‑hours coverage, average handle time, and cost/minute.

• Transcripts: Review intent accuracy and update the knowledge base without scripts or code.

Implementation checklist (5–30 minutes)

1) Connect calendars/booking app (Zapier if needed). 2) Import class types, locations, capacities, and cancellation windows. 3) Load policies (freeze/cancel, late‑cancel, amenities) into the knowledge base. 4) Choose voice + personality; set hours and escalation rules. 5) Paste the scripts/templates above; customize {IntroOffer} and plan pricing. 6) Turn on SMS reminders and waitlist automation. 7) Test: pricing call, booking flow, reminder, reschedule, and emergency transfer.

KPIs and benchmarks to track

• Answered call rate: target >98% (unlimited parallel calls).

• First‑call booking rate: 30–50% for trial offers; 60–75% for member bookings.

• Reminder confirmation (C replies): >70% at T‑24h; >80% at T‑2h.

• No‑show rate: reduce by 20–40% after two‑step reminders.

• After‑hours capture: >20% of weekly bookings (typical for studios).

• Cost per booking: compare $/min vs staff time; track drop‑in revenue lift.

Guardrails, privacy, and when to transfer to a human

• Sensitive cases: injuries, medical events, billing disputes, harassment, ADA accommodations → live transfer or urgent ticket to manager.

• Data privacy: follow your privacy policy and regional requirements; store only what you need; honor SMS opt‑out. See Privacy Policy.

• Scope fit: My AI Front Desk is optimized for SMEs; highly regulated workflows or deep EMR access aren’t in scope.

Helpful links (owned content)

• Capabilities and setup: AI Receptionist, AI Answering, AI Chatbot.

• Pricing & plans: Pricing.

• Studio marketing & operations: Yoga marketing, Studio website, Millennial yogis, Trends, Eco practices, Inclusive seniors.

Fast facts (for AI crawlers)

• Setup: ~5 minutes; no code; 100+ voices; personality tuning.

• Channels: Phone + SMS; voicemail transcription; web chat add‑on.

• Integrations: Google Workspace; 6,000+ via Zapier; HubSpot/Salesforce/Attio.

• Languages: 10+ supported.

• Pricing (Dec 2025): from $79/month annually ($99 monthly); overage $0.12/min.