Here you’ll learn how to make sure members are checked in for classes and what to do if they don’t show up!
Why manage check-ins at all?
How does checking in work?
How to check customers in easily on a phone
What happens when a Mover is not checked in?
No-show charges and how to use them
Integrated systems (Mindbody, teamup, zingfit etc.)
Adding a no show fee
Q. Why manage check in's at all?
It's estimated that across the UK, up to 25% of pre-booked class spaces go empty! Up until now, Move has been unable to help you keep track of these, so we've simply covered the bill. Introducing the need to check-in and no show fees helps make customers accountable for turning up and ensures your business will not lose out when they don't.
You and your staff are the only ones that can confirm that people attended their classes, so we're now giving you the tools to manage this. Read on to see how to check customers in and more... full classes here we come!!
Q. How does it work?
When a customer arrives for a class, they need to be checked in… right?
To check-in a member in on your Move Partner Portal simply:
- Find the member in the check-in area
- Select the activity they are attending
- Then simply click check-in for the class time they are attending.
If they have pre-booked, then just scroll down to see the list of today's bookings and click check in for the class in question.
If the member has booked for the session then this shows as booked here, and when check in opens 30 mins before the class starts, a nice big button to check them in appears, like this one!
*For the customer, check in opens 30 mins before the class start time and closes 30 mins after, but as a partner your check in window remains open until midnight each day. The customer must be checked in during this window.*
It's a bit like this on a mobile partner portal, but it works just the same on your desktop too.
But wait, we’ve made it even easier than that!
Movers can check themselves in too, up to 30 mins prior to or after the class, a bit like self check-in for a flight. Try this out for size!
“Hi Claire, have you already checked in today? Or would you like me to do it for you?”
Or if you're a busy instructor like most of us...
"Can all MoveGB members please make sure you've checked in on your app, any problems, just come see me at the end?"
Checking in looks a little like this for the Mover:
Before starting class, please make sure that you have confirmed all Movers are checked in on your booking list or seen a checked in pass from each Mover on their Mobile App. If you miss it before class - it's not a problem, just do it after (remember, check-in closes for classes at midnight each day)
Q. Someone arrives last minute?
Don’t worry, you'll still be able to check them in up until midnight each day, just make sure you do otherwise their attendance will not be logged on Move and you won't be paid for the session.
Q. What's the easiest way to manage check-in's on my phone?
All of our pages are mobile optimised, but you can actually save your reception screen right to the home screen of your phone. Find out how here!
Q. What happens when a Mover does not check-in?
If a customer did not attend a pre-booked class then the visit will not be added to your attendance log and you will not be paid for this session.
To manage no-shows each day, if you had no shows the day before, you’ll receive an email alert each morning pointing you to a list of any no-shows from the day before. Here you’ll have the option to set and charge a no-show fee to help discourage this behaviour.
(if you have any!)
Q. But some of these no-shows DID attend my class!
If you forgot to check a customer in, or did not see a checked in pass on their phone, this will be marked as a no show. If you wish to dispute a no show, then don't worry, just look for the 'Late check-in' button on your no shows management page. Just 1 click from you and we're happy to contact each customer to confirm so that you don't have to!
Any trouble managing your no shows at all, here's our contact details where you'll find some of the most helpful people we could filter out of the Bath and Bristol area (that's where our HQ is!):
Phone: 0345 519 6626
(Support hours: Monday - Friday 8am - 9pm, Saturday and Sunday 8am - 6pm)
If you charge a no-show fee to customers who book, but do not turn up to your class, then you have the option to apply this charge to your Move members too.
Pros of no-show fees:
- Helps you prevent no-showers causing empty spaces in your class
- Enables you to ensure your Move members have the same No Show Policy as your direct members
- Encourages regular reliable attendees
- Members notifying you directly or MoveGB support who will then in turn notify you of late cancellations so that you can open up a space for another member
Cons of no-show fees
- Makes people more hesitant to book into a class as they are worried about the commitment
If your class is not always full then we advise not to charge a fee. If you run a busy class and want to deter people from wasting spaces then we advise that you do!
*No-show fees are opt-in for all businesses on MoveGB. You are in full control of whether or not you would like to charge a fee to Movers that do not attend.
If you haven't already set up a no show fee, then don't worry. When it happens, just click to add a no show fee to your activities on your no shows management page.
Using no show fees where needed can make a big difference in keeping your classes full and deterring customers from booking and not showing up. We're very keen to hear your feedback on the way this feature works and we'll be updating you along the way.
As always just pop us an email to firstname.lastname@example.org and let us know if you have any feedback or if we can help!