Clovo will always send a booking confirmation and optional booking reminders to your clients in line with their communication preferences.
But sometimes you might want to send an additional message to a client when they book into certain classes. Such as a reminder to bring certain equipment or a note on a difficult to find location.
You can do this in Clovo on the Class screen when creating or updating a class. Just look for the ‘Custom after booking message‘ switch and toggle it on.
Your clients will now receive this message immediately after booking this class type in addition to any booking confirmation and reminder messages.
Clovo will automatically email your client details of their product after any new purchase, in addition to the purchase immediately showing in the Clovo app.
You might however want to send an additional message to your new customer directly after certain purchases have been made.
In Clovo you can do this on a per-product basis. Simply toggle the ‘Custom after purchase message’ switch to on.
Then type in your message…
Click create or update and your message will go out to all future purchases of this product immediately after purchase.
Tags make it easy to manage your clients. You can create as many custom tags as you like for your studio and colour code them to your liking to create a powerful client management system that is uniquely yours.
Start by adding your tags
From Clovo on the desktop, expand the Clients dropdown in the lefthand sidebar and click ‘Manage Tags‘.
You can create as many tags as you need. Tags are unique to your studio and can follow any naming and colour theme that you like.
Then, add tags to your clients
Browse to your client’s profile and from the left hand side of their profile view, add/remove tags as needed.
Use your tags!
Now that you’ve created your tags and added them to your client, you can quickly sort your clients by tag and start managing your customer relationships like a pro.
There will be times when it will be handy for you as a studio owner to move a clients existing booking to another opening.
Move a booking
To move a booking, login to Clovo on the desktop and navigate to your client’s profile, then click the ‘Move booking‘ button.
Choose a new opening
You can choose any currently available opening of the same class. For studios who allow it, you can create an overbooking from this screen if needed.
Confirm
Confirm the move and Clovo will take care of the rest. Your client will receive a notification informing them of the move and their app will update to show the new booking. Nice.
We don’t gate keep your data. You can export your client list from Clovo at any time as a CSV file which can be useful for those occasional times you need your client data for a system we don’t have an integration yet or for your own reporting reasons.
Export your data
To export your client data navigate to the ‘Clients‘ > ‘Overview‘ screen, then from the top right corner of that screen click the ‘Export‘ button.
Export options
From the Export screen you can choose what data to include. You can choose to include active clients, inactive clients, and deleted clients. Deleted client data is only available for clients accounts whose deletion is still pending. Once the deletion has been finalised this data will no longer be available.
Respect your client’s data
Remember, before you import your client’s data into any other system, you must have their permission to do so.
If you are exporting for the purposes of importing to MailChimp or another email or marketing platform, the exported CSV file includes data about your client’s marketing preferences.
What data is included in the export?
Clovo only collects the minimum amount of data needed from your clients to perform our function as a studio booking platform.
Most of the time you’ll want to let your clients complete their own purchases in the Clovo app or on your landing page. But if your studio accepts walk-ins, you might want to do a traditional point of sale workflow to turn them into clients on the spot.
Accept a POS payment in Clovo
From the dashboard, search or browse to your client. For walk-ins, create a customer manually first by expanding the Clients dropdown in the left side menu and clicking ‘Add Client’ to take the clients details and create their account on the spot.
Choose a pack or plan
Choose the pack or plan the client wishes to purchase or sign-up to respectively.
Choose payment method and enter details
You can accept any payment that your studio accepts ordinarily at the Point of Sale. You are responsible for ensuring the user has viewed and accepted both Clovo’s terms of service and your own studio terms and waivers before completing the purchase.
This might be a surprise to hear, but handling membership pauses can be one of the most important aspects of running your studio.
No matter how dedicated, each and every one of your clients will likely need to pause their membership at least once throughout the year. It’s just a fact of life.
But what’s important is how you approach getting that client back in and booking with your studio post pause. Clovo has a seriously in-depth pause feature to automate this process, so your clients go from on-pause back to on the class list smoothly.
Pausing a client’s membership
Client’s are unable to pause their membership directly. Pauses must be made by the studio owner or a staff member. To pause a client’s membership, browse to or search for the client in Clovo, tap into their profile, then tap into the membership that needs to be paused.
Choose options
Start the pause immediately or schedule the pause for a specified date in the future
End the pause on a given date or pause indefinitely
Resuming a client’s membership
If you set a resume date when pausing the membership, then there’s nothing left to do, the membership will be resumed on the date you selected automatically.
Resuming a membership manually
If a membership was paused indefinitely or your client wishes to resume earlier you can manually resume a paused membership at any time.
Just browse or search the client in Clovo, tap into their membership, then tap cancel pause.
What happens during a pause?
When your client’s membership is paused they will no longer be automatically charged for their membership fee for the duration of the pause.
Clients cannot book classes for the period their membership is paused. This means if a membership is paused indefinitely, that client can no longer book at all. However, if there is a resume date set, your client can book for classes that occur after that renew date.
When the time comes that your studio grows and you want to enlist some help with your classes or administration, Clovo has got you covered with staff accounts.
Staff accounts let you create user accounts with special administrative privileges in your studio.
Once you’ve created a new staff account, the user of that account will have access to the integrated staff app in Clovo as well as Dashboard access.
Adding Staff
To add new staff to your studio, login as an owner or a staff user with the ‘Setup’ role.
Navigate to Setup > Staff then tap the ‘Add Staff’ button. Add your staff details and tap create.
What happens after I tap create?
Your new staff member will receive an email notifying them of the account creation as well as a separate email with a link for them to setup their password.
Staff Roles
You can restrict certain accesses in Clovo for staff users.
Owner
The owner role is for the person who first signed up to Clovo when creating the studio. There is only ever one ‘Owner’ role in Clovo per studio. This role is the most permissive in the system with access to all data and features without restriction.
Staff
The base role for all staff members. The staff role allows access to the integrated staff app in the Clovo app as well as login access to the Dashboard with permissions to perform all operations with the exception of some finance and setup features.
It’s important to note that although you can restrict access to detailed financial reports, payouts, balances, and Stripe access by creating a Staff member and not adding the Finance role, all staff are still able to perform actions that may affect your finances such as initiating new purchases for clients, cancelling and pausing memberships, etc.
Setup
The setup role is an additional role you can choose to give to staff members that allows them to access the setup menus in Clovo. This gives the user the ability to not only complete operations in your Studio but to change the fundamental setup of your studio such as classes, studios, and product offering.
Finance
The finance role gives the user the ability to access all financial data within Clovo including account balances and payout schedules. By default staff users without this role, although able to see basic financial data such as prices and renewals, will not be able to see Stripe payouts, account balances, or access the Stripe dashboard.
Remember that due to the nature of being a staff member in a fitness studio, all staff users regardless of whether or not they are given the Finance role, will be exposed to at least some financial information such as prices and membership information.
Furthermore, all staff members are able to perform actions that may affect your finances, such as joining clients to new memberships, changing their membership, or pausing or cancelling their membership, among other actions that may affect revenue.
Many studio owners like to double check attendance by checking clients in who are present at their clients. Checking a client in gives you a record of who or who wasn’t present in person, in addition to the booking.
There are multiple ways to check clients in with Clovo. You can use your phone, iPad, or desktop to accomplish the task, depending on your management style.
Checking in on phone
This is likely the most convenient option for managing check-ins. You can use the Clovo app to manage your attendance on the fly.
The following assumes that you are already logged in to the Clovo app using your owner or staff account.
From the ‘Our Studio’ tab, tap the ‘Manage’ button that appears under your studio logo when logged in as an owner or staff.
You’ll get an overview or your day, with all today’s classes listed. Below each class is a list of clients who’ve booked in for that class.
To the right of client’s name is a ‘Check-in’ button.
Simply tap check-in to check the client in. Did it by accident? Tap again to undo.
Checking in on iPad
If you prefer to use an iPad in the management of your day to day operations of your studio, you can follow the same steps above – with the only difference being that you tap into the ‘Manage’ tab.
Checking in on Desktop
You can also choose to check your clients in using Clovo on the desktop. This is a great option for any studio with a front of house or reception area.
Assuming you’ve already logged in to Clovo studio, you simply navigate to the class you want to check-in a client to, find their name, then click the ‘Check-in’ button.
You can undo check-ins by tapping the undo button.
