The Prospect & Customers report provides a comprehensive, categorized view of everyone in your database, Prospects who haven’t purchased, active Customers (members & clients), and Former Customers who no longer have an active package. This solves a fundamental problem in ClubReady: the inability to easily see all your customers organized by lifecycle stage in a single, searchable view. The module also reveals which clients still have active package credits but no membership, helping you identify hidden revenue opportunities.
Please Note:
- Permission access need is 'Prospects & Customers'.
- The Prospects & Customers report is located under the Activity tab, and under the Sales Activity page.
Profile Description
Customer: A profile that has purchased a qualifying package and has active sessions available. Customers are further categorized into two subgroups: Clients and Members.
- Members: Profiles that have purchased a qualifying membership.
- Clients: Profiles that have purchased a qualifying non-membership/service.
Filter Description
Type: The type filter will update all subsequent filters.
- Membership Type: Selecting this option to run the report by Membership Type enables you to specify which of your various membership types will be used to filter your client lists.
- Category Type: Selecting to run the report by Revenue and Sales Package Types enables you to specify which of your various package types to use as filters for your client lists.
- Referral Type: Selecting this option to generate the report by Referral Type enables you to specify which of your various referral types will be used to filter your client lists.
Customer Type: This option allows you to filter your view to display only Clients, Members, or both categories. The [C] represents a Client and the [M] represents a Member.
Search: You can use the search feature to look up information by any attribute in the table, such as name, membership, referral, date, and others.
Calendar: Select an end date to view all customers created up to and including that date.
Table Description
Prospects: Profiles created in ClubReady but not yet converted to membership.
Customers: Profiles that has purchased a qualifying package and has active sessions available. Customers are further categorized into two subgroups: Clients and Members.
Former Customers: Previously held memberships but have been changed back to prospect status (this category is unique to this report and not easily accessible elsewhere in ClubReady)
How to Use This Report
Identifying Win-Back Opportunities
The Former Customers section is the most powerful feature of this report, it fills a critical gap in ClubReady by tracking people who were once members but reverted to prospect status. Here's how to leverage it:
- Sort Former Customers by most recent end date to find people who just canceled or let their membership lapse. These are your warmest win-back leads, they know your studio, they've experienced the value, and the reason for leaving is still fresh enough to address.
- Filter Former Customers by membership type to identify which membership tiers have the highest churn. If your premium tier shows significantly more former customers than your basic tier, you may have a pricing or value perception issue to investigate.
- Search Former Customers for high-value names you remember. If someone who attended 5x per week suddenly disappeared, this report lets you find them quickly without digging through profiles manually.
Spotting Active Credit Holders Without Memberships
One of the report's key benefits is identifying clients who purchased non-membership packages and still have active credits:
- Filter by Category Type (package types) and select "Prospects" in Customer Type. This reveals people who bought class packs or training sessions but never converted to membership. If someone has been using credits for months, they're a strong membership candidate, calculate their per-visit cost versus membership pricing to build a compelling upgrade offer.
- Run this filter monthly to catch prospects whose credits are about to expire. A timely "your credits expire soon—upgrade to unlimited membership?" message can convert fence-sitters before they churn.
Streamlining Sales & Marketing Workflows
Use the report's filtering capabilities to create targeted campaigns:
- Referral source analysis: Filter by Referral Type to see which marketing channels bring in the most Prospects versus actual paying Customers. If a referral source generates 100 prospects but only 5 customers, your messaging or follow-up process needs work.
- Membership type performance: Filter by Membership Type to compare acquisition across different tiers. Are you signing mostly basic memberships? Consider whether your premium offering is positioned correctly.
- Time-based targeting: Use the Calendar filter to view all customers created up to a specific date, then cross-reference with Customer Type. Example: "Show me all prospects created in Q1 who never became customers" gives you a re-engagement list.
Operational Efficiency Tips
- Weekly prospect review: Filter to "Prospects" and sort by creation date. Review everyone who entered the system in the past 7 days and hasn't converted, are they being followed up with consistently?
- Former customer health check: Run a monthly report on Former Customers to track churn trends. Is the number growing? Shrinking? Staying flat? This becomes your retention scorecard.
- Quick lookups: Use the Search function to find any customer by name, membership type, referral source, or date without navigating through multiple ClubReady screens.
Pro tip: Export Former Customers monthly and track changes over time in a spreadsheet. Calculate your win-back rate (how many former customers you successfully re-engage) to measure the effectiveness of your retention campaigns. A healthy studio should be winning back 15-25% of former customers within 90 days of their departure.