If you are using a third-party reservation tool such as ClassPass, it is essential that your onboarding/check-in process is precise to provide the best experience for these customers. The top priorities are making sure that studio policies are communicated to customers beforehand and that your onboarding process is smooth and easy. Here are some suggestions to provide a great experience for these customers

Within a studio's ClassPass dashboard, there are three primary opportunities to communicate with customers: the class description, the business profile, and the 'how to prepare' section. This content is featured in various areas of the ClassPass site and included in reservation information sent to customers.

Many customers coming over from third-party reservations may not be aware of your studio's policies or procedures. For example, many ClassPass customers might not be aware that you recommend everyone show up 10 minutes before the class starts. If they are late, they might miss valuable class time during check-in.

Studios should use the available fields in ClassPass to communicate policies and key information. As long as these policies are written down and communicated, ClassPass will support any resulting penalties if a customer is denied entry to class

Here are a few things to keep in mind to have a smooth onboarding process:

ClassPass users will need to be converted, and Mariana Tek accounts will need to be created. This takes some time, but it is essential for your studio. Accounts can be created by your Front Desk team or through your mobile app, or through a URL linked to the account creation flow on the website. It would be helpful to post QR codes at the front desk linked to the account creation so everyone can access them quickly. This will also include agreeing to the Terms of Service and any additional waivers. When creating an account, remind customers to use the same email address that they used in ClassPass.

Be prepared to sell/provide any necessary equipment and prerequisite instructions. If equipment is needed, we suggest using the Quick Sale tool. We recommend a checklist of information that your Front Desk team can refer to when providing information for first-time customers.

While these practices can apply to all first-time customers, ClassPass users can be extra intimidating. Providing key details beforehand and having a smooth onboarding process will help ensure their first visit is a success.