What is the best follow-up for an intro offer?
Send three emails and one optional SMS, timed to the buyer’s visit status rather than the purchase date alone. The sequence runs the same evening, on day 2, and on day 12 (or about two days before the offer expires). It stops the moment the client buys a membership.
Most intro offers leak in the gap between paying and visiting. A buyer pays, hears nothing, never books, and the offer quietly expires. A second leak happens after a first visit, when the client attends once and then gets no reply at all.
| Message | When | Channel | Goal | Send only if / stop rule |
|---|---|---|---|---|
| 1. Welcome | Same evening as purchase | Email (+ SMS if opted in) | Get the first class booked, or thank them if they already attended | New client; skip SMS if no text consent |
| 2. Check-in | Day 2 | Unbooked: help them choose a class. Attended: ask how it felt | Skip if they have bought a membership | |
| 3. Next step | Day 12, or about 2 days before expiry | Email (+ optional SMS) | Explain what happens when the offer ends and present the membership | Skip if they have bought a membership; use the real expiry date |
What do the three messages say?
Keep each message to one call to action, send it from a real person at the studio, and write it as plain text. The copy below uses placeholders in square brackets.
Message 1: same evening (email)
Subject: Your first class at [Studio name] is one step away
Hi [First name], thanks for trying [Studio name]. Your intro offer is active. The next step is booking your first class: [booking link].
Arrive 10 minutes early, bring water, and tell the front desk it is your first visit.
Reply to this email if anything is unclear. [Your name], [Studio name]
If the client has already attended by the evening, swap the body for a thank-you: ‘Thanks for coming to [class] today. Your intro offer runs until [expiry date]. When you are ready for another class, book here: [booking link].’
Optional SMS (only for clients who opted in to texts)
Hi [First name], it’s [Studio name]. Your intro offer is ready. Book your first class: [booking link]. Reply STOP to opt out.
Message 2: day 2 (email), two branches
Unbooked subject: Not sure which class to pick?
Hi [First name], if you are new, these three are a good place to start: [class 1] on [day/time], [class 2] on [day/time], and [class 3] on [day/time]. Reply with a day that works and I will book it for you.
Attended subject: How did the first class feel?
Hi [First name], I hope [class] was a good start. What did you think, and was anything confusing? Just reply to this email; I read every reply myself.
Message 3: day 12, or two days before expiry (email, optional SMS)
Subject: Your intro offer ends on [expiry date]
Hi [First name], your intro offer at [Studio name] ends on [expiry date]. After that, classes are charged at our regular prices.
If you want to keep going, the [membership name] is [price from your current price list]. Reply with any questions, or book a short chat here: [link].
The deadline must be the real expiry date from your price list. Do not add countdown timers or invented deadlines. Clients trust the sequence when it is accurate.
How do you run this by hand in Mindbody or Booker?
In Mindbody, start with the Service Sales Report. It shows sales of services and pricing options, so filter it to your intro pricing option and the period you want to follow up. Export the list.
Check that the staff member pulling the report has access through their permission group. Report access is set per group, so a front-desk login may not see the same reports as a manager.
Next, match the buyers against their visit history in the client records to see who has booked or attended. Then paste the list into your email tool and send the right message to each group.
In Booker, use the sales and client reports that show intro-offer purchases and visit history, and check Booker’s own help pages for the exact path. The steps are the same: pull purchases, check visits, send the right message.
If you do this by hand, do it every day. A weekly export turns the same-evening message into a message several days late.
Where does the manual way break?
The manual route has five weak points:
- Timing. A daily export cannot send a same-evening message.
- Status. A sales report shows who bought, not who booked or attended. It also does not show who has since bought a membership, so manual lists keep emailing people who have already converted.
- Wrong people. Staff sometimes sell the intro price to returning or lapsed clients, and clients can exist twice under two emails. Both distort the list. Clients without text consent also get picked up by mistake.
- Expiry. Day 12 only works for a 14-day offer. For a 30-day intro or a 3-visit pack, a fixed day count sends the last message too early or after the offer has ended.
- Measurement. Nobody reconciles the export with later membership sales, so the conversion rate stays a guess.
A sales report organized by sale date can show intro sales and membership sales in the same period without linking them to the same person. The numbers look close enough to be reassuring and still do not match.
How does Pandaflow automate the intro offer follow-up?
Pandaflow connects Mindbody or Booker to HubSpot, your email tool and Twilio, so the sequence runs without a daily export. Keep Mindbody. Connect everything else around it.
Setup, in four steps:
- Start free.
- Connect Mindbody (or Booker), HubSpot or your email tool, and Twilio if you want SMS.
- Describe the outcome in plain English, for example: ‘When someone buys the intro offer, send the same-evening, day-2 and day-12 messages. Skip anyone who has already bought a membership. Only text clients who opted in.’
- Review a few records, then go live.
There are no workflows, templates or settings to configure. Pandaflow’s AI sets up the sync and keeps it running, including repairing it when something changes.
What you see once it runs: intro buyers appear in HubSpot with their purchase and visit status. Messages go out according to where each client is. The sequence stops when a membership sale appears for that client.
See Mindbody integrations for how the connection works, and see pricing for plans. At the time of writing, Pandaflow is free to start, with Lite at $79, Silver at $299 and Gold at $499 a month. It can be deployed in Pandaflow’s cloud or your own.
How do you measure intro offer conversion?
Define conversion per client, not per sales line. For example: a client who bought the intro offer in a given week, then bought a membership or larger pack within 30 days of that purchase, counts as converted.
Track three numbers separately:
- Purchase to first attended visit.
- First visit to second visit.
- Second visit to membership.
The leak is usually the first step. If few buyers ever attend, the sequence needs to fix booking, not pricing.
Compare weekly cohorts and pricing options against each other, not before-and-after averages. Hold the cohort list in Google Sheets or as a saved view in HubSpot, and update it weekly.
There is no universal benchmark here. Use your own prior weeks as the baseline.
What can go wrong?
- Texting without opt-in. Email consent does not cover SMS. In the US, texting also needs carrier registration, and quiet hours apply.
- Enrolling returning clients as new. Check for any earlier paid purchase or visit before counting someone as a new intro buyer.
- Day 12 after expiry. Use the real expiry date, not a fixed day count.
- ‘Book your first class’ to someone who has attended. Use attended visits, not visits used, to choose the message. Late-cancels and no-shows can use up intro visits depending on your policy.
- Duplicate records. Two records for one person split them into two cohorts and lower the rate.
For more how-tos on client follow-up, see the guides section.