You don’t need to hear from us how important gym onboarding is. You’ve seen firsthand how those first 30 days can shape a member’s entire journey—whether it ends in renewal, referral, or an early dropout.
Instead, this guide will offer new ideas, proven checklists, and ready-to-use tools that will make your member onboarding foolproof.
In this blog, you’ll find:
- A phase-by-phase breakdown of onboarding—from before the member walks in to their 30-day mark.
- Expert-backed onboarding tips from industry leaders —covering communication best practices, setting expectations early, staff alignment, and how top operators build connection in the first 30 days.
- Creative onboarding ideas you can implement immediately— like milestone-based welcome emails, instructor shoutouts in classes, or themed orientation weeks.
- Benchmarks and metrics to help you track and optimize the journey, including time-to-first-visit, week 1 attendance, app engagement rates, and 30-day retention.
- How SHC helps personalize the onboarding journey through automated workflows, goal tracking, member messaging, and easy in-app bookings.
Whether you’re refining an onboarding system that already works or building one from scratch, this guide is designed to support your vision.
Phase-by-Phase Breakdown of Your Gym Member Onboarding Journey
A great onboarding journey is designed to do three things:
✅ Build connection.
✅ Create habits.
✅ Trigger early wins.
Whether you’re running a high-volume gym or a boutique studio, the principles hold: Members stay when they feel seen, supported, and like they’re already making progress.
But implementing that journey across every new joiner can feel overwhelming without a clear system.
Think of this section as your walkthrough of what a high-retention onboarding journey looks like, day by day, week by week. Every moment matters, especially in those first 30 days.
👀 P.S. Want templates, emails, and scripts to plug into each stage below? Scroll down for our Ultimate Member Onboarding Campaign Kit — we’ve attached it near the end of the blog!
Phase 1: Pre-Arrival – Building Trust Before They Walk In
First impressions don’t happen at the front desk anymore — they start the moment someone books a tour or signs up online.
Your to-dos:
- Send a welcome email or SMS with directions, a friendly note from a trainer or GM, and a link to download your app (if you use one).
- Offer a pre-visit video or digital tour to ease nerves.
- Let them set up their profile in advance: preferred workout styles, injury history, or goals.
Phase 2: Day 1 – Make the First Visit Count
This is where many gyms go big — and for good reason. The first visit often determines whether a member will feel like they belong.
Tips to make it memorable:
- Greet them by name. Have their app/account ready.
- Give them a short, friendly tour — focus on what matters to them.
- Introduce them to one real person: a coach, a front desk lead, or a friendly face.
- Help them book their first class or training session before they leave.
Phase 3: Week 1 – Help Them Build the Habit
This is your window to create momentum. That early habit loop — checking in, showing up, using the app — is everything.
What to prioritize:
- Confirm they’ve attended their first class or session.
- Send a friendly nudge if they haven’t.
- Encourage app use: checking schedules, booking, or setting goals.
- Celebrate small wins — even a “Nice work on class #1!” goes a long way.
Phase 4: Weeks 2–4 – Keep Them Engaged and Connected
Now they’re showing up — but are they sticking around? Use this time to create real connection.
Ways to build a real connection with new members:
- Recommend classes or instructors they might like.
- Send helpful reminders (“Hey, your Tuesday yoga spot is waiting…”).
- Encourage them to try something new, like small group training or a wellness session.
- Check in personally: a text, a comment, or even an emoji from their coach can matter.Phase 5: End of First Month – Reflect, Recommit, Retain
Your onboarding journey doesn’t stop at 30 days — but it’s a great point to pause, reflect, and build a plan for what’s next.
What to include in your 30-day check-in:
- Ask: what’s working, what’s confusing, what would help?
- Offer a milestone reward or shoutout (“You showed up 6 times! Amazing.”)
- Help them set new goals, level up, or explore more services.
- Make renewals or upgrades seamless (especially if you offer intro packs or trials).
5 Tips from Industry Experts on Creating a Winning Gym Onboarding Experience
You’ve built systems. You know what your members respond to. But hearing how other veterans think about onboarding can help sharpen and validate your approach, even spark something new.
We gathered insights from some of the most respected voices in fitness operations, retention strategy, and member experience. Here’s what they had to say:
1. Treat Onboarding as a Culture, Not a Campaign
Your onboarding process isn’t just a task list. It’s a mindset, and every team member should be part of it. From reception to coaching staff, everyone should know how to make new members feel seen, supported, and excited to return.
Clubs with standardized onboarding programs have been shown to report 43% higher member engagement, highlighting just how important this cultural approach is.
2. Build Emotional Connections Early with Targeted Touchpoints
Your onboarding should be emotional as much as it is logistical. Members join because they want to change, to grow, or to feel better about themselves. The earlier you address those emotional needs, the stronger the bond will be.
“People don’t join gyms for equipment; they join because they want transformation. Your onboarding is your chance to make that clear.”
– (Emma Barry, Founding Team at Les Mills, Former Equinox Director)
Use your onboarding period to address the why behind their membership. A simple question like “What’s your main goal for joining today?” can go a long way. Tailor the experience—give them a goal-tracking tool, suggest classes based on their responses, and offer constant encouragement through check-ins.
3. Provide Proactive Support Over Reactive Support
Members don’t always know what they need. They may not ask for help, even if they’re struggling. A proactive approach can make all the difference between a new member who feels supported and one who fades away unnoticed.
Don’t just wait for members to show interest. Automatically send helpful resources, offer mini-workshops, or even schedule check-ins within the first few days. According to research, members who receive at least one check-in or onboarding-related email within their first week have a 35% higher retention rate after 90 days.
4. Blend Tech and Human Touchpoints for a Personalized Experience
Let’s be honest, we all love technology—it makes life easier! But when it comes to onboarding, a good balance is key. Automate reminders, booking, and progress tracking, but always keep that human touch. People like to feel like they matter, not like they’re just another number in the system.
According to IHRSA, members who have a personal interaction with staff during their first 30 days are 2.3x more likely to stay.
Human interactions—whether it’s a quick check-in call or a warm welcome from a coach—help build stronger relationships and boost retention. Use your gym’s software for the heavy lifting—like confirming bookings—but make sure your team takes time to check in with new members.
5. Design Onboarding to Be Inclusive and Easy to Navigate for All Members
Make sure your onboarding process is simple enough for anyone to navigate—whether they’re a seasoned gym-goer or someone just starting their fitness journey. Accessibility and ease of use are key to making sure no one feels left behind.
Even if you think a certain group of members (like older folks) might struggle with tech, don’t worry. When onboarding is intuitive and well-designed, everyone can adapt easily. Forma Gyms’ seamless transition to SHC’s onboarding system shows that keeping things simple can make all the difference, even for those who aren’t very tech-savvy.
“We thought it was going to be a bigger deal than it was… even our older members adapted easily.”
(Ralph Rajs, COO at Forma Gyms – SHC Customer)
5 Creative Gym Onboarding Ideas That You Can Implement
If you’ve already got the basics down — like a welcome email and a good walk-through of your facility — this is where you can level up. Think of these ideas as low-effort, high-impact ways to make members feel recognized, comfortable, and motivated to keep coming back. They’re all designed to fit smoothly into your existing onboarding flow without adding burden to your staff.
1. Accountability Buddies
Pair each new member with a regular who’s willing to be their gym buddy for the first month. It creates a connection fast and makes the gym feel less intimidating. You can even offer a small incentive to existing members who volunteer, like early access to classes or free smoothies.
Research says gyms that integrate buddy systems and first-month challenges see up to 2x higher gym membership retention in 90 days.
Gym management software like SHC lets you segment your members, so you can match people based on goals, experience, or even time-of-day preferences.
2. First-Month Challenge Cards
Design a simple 4-week challenge card with tasks like:
☑ Try a new class
☑ Complete 3 workouts this week
☑ Book a session with a trainer
☑ Check in using the app 5x
Let members mark off their progress with stickers, stamps, or digital badges — and offer a small reward for completion. Gamifying progress encourages habit formation and gives members early wins, which builds motivation.
Platforms like SHC enables your staff to send personalized nudges to complete these milestones through automated in-app messages.
3. Onboarding Mixer Events
Host a monthly “welcome night” that’s casual, social, and 100% beginner-friendly. You can include a tour, an intro to instructors, a light group workout, and free snacks. It’s not about selling — it’s about helping new folks find their people.
These mixers also make it easier for staff to spot who might need more support early on.
💡Tip: You could schedule mixers inside your member app, and use your software’s push notifications and banner feature to promote the event to new members.
4. Welcome Wall or Storyboard
Dedicate a space (physical or digital) to celebrate new members. Post welcome notes, member shoutouts, or photos from their first week. Feeling seen early on helps members stick around longer.
5. Trainer Check-ins at Day 7 and Day 21
Structured check-ins at the one-week and three-week marks help trainers catch concerns early and offer next-step recommendations (like trying a new class or setting a goal).
Most drop-offs happen in the first month. A quick check-in shows you care and helps steer them forward. Let trainers message members through your software’s chat feature. SHC, for instance, allows trainers to manage this on mobile without interrupting their day.
4 Key Metrics to Help You Track and Optimize the Member Onboarding Journey
Time-to-First-Visit
This metric measures how long it takes a new member to show up for their first class or workout after signing up. Ideally, you want them to visit quickly so that they can build momentum and feel a part of the gym from the start. A quick visit tends to get them more engaged, which increases their chances of sticking with it.
To track this, measure the average number of days between a member’s sign-up and their first visit. If this number is high, consider ways to encourage faster action, like sending a personalized welcome email with an incentive to come in or following up with a call from a trainer.
Week 1 Attendance
How many of your new members are attending their first few workouts or classes in their first week? The more they come in early on, the more likely they are to develop a habit. The first week is a great opportunity to get them engaged, whether through challenges, classes, or other onboarding events.
Look at the attendance rate for new members in the first week. If you’re seeing low attendance in the first week, it might be time to rethink your onboarding tactics, maybe by offering more personal touchpoints or exclusive early-access events to help new members feel more involved.
30-Day Retention
The 30-day mark is one of the most critical points for gauging whether a new member will stay with you long-term. If a member is still coming to your gym after a month, they are far more likely to stick with it. This metric reflects how successful your onboarding process is in creating meaningful habits for new members.
Track how many new members are still active 30 days after signing up, and compare this to the total number of new members that month. A high retention rate at this point indicates that your onboarding process is effective in engaging and retaining members. If retention is lower than desired, it might be worth revisiting your strategy to offer more support in the first month.
Member Feedback and Satisfaction Scores
Want to know what your members really think of your onboarding process? Simply ask them! A quick survey can help you figure out what’s going well and where you can improve. Ask for feedback from new members after key milestones, like their first class or after their first month.
Use a basic rating system to measure how satisfied your members are with their onboarding experience. Look for patterns in the feedback — if members frequently mention areas that could be better (like gym facilities, staff interaction, or app usability), you’ll know where to focus your improvements.
If you’re unsure how to go about collecting feedback the right way, we’ve got you covered. Check out our blog on how to get member feedback at your gym for tips and strategies on making the most out of member input.
You Already Know the Value—Now Let’s Systematize It
Onboarding isn’t something to “fix”—it’s something to refine. The better your systems, the more space your team has to connect with people instead of putting out fires.
The goal isn’t just to keep members longer. It’s to make every member want to stay. This guide—and the tools in it—are here to help you do just that.
How SHC Software Can Help Improve Your Gym’s Onboarding?
Managing a gym comes with a variety of moving parts. From scheduling to member engagement to billing, there’s a lot to juggle. That’s where SHC’s gym management software comes in. It’s designed to streamline the entire member experience, and the onboarding process is no exception.
With SHC’s platform, onboarding becomes smoother, faster, and more personalized:
- Personalized Onboarding: SHC lets you create customized onboarding flows for new members. Whether it’s automatic emails, welcome messages, or appointment bookings for their first class, you can ensure that every new member feels taken care of from the start.
- Automated Scheduling & Calendar Integration: SHC integrates member calendars with your gym’s schedule, allowing new members to easily book classes, view availability, and even register for waitlisted spots.
- Engagement & Communication: SHC facilitates direct communication between your team and new members, whether it’s through SMS, email, or in-app messaging. Answer questions, address concerns, and build a strong relationship right away.
- Intuitive Member Profiles & Goal Tracking: SHC makes it easy for both members and trainers to set and track personal fitness goals. Each member has their own profile where they can see their progress over time. Trainers can set goals together with members, monitor their achievements, and offer encouragement along the way. This makes goal-setting feel personal and motivating for everyone involved.
These are just a few ways SHC’s software can help refine your onboarding process and improve retention from day one. By systematizing the onboarding experience, you’ll empower your team to focus on building connections and offering value, rather than handling administrative tasks.
Final Words: Why Gym Onboarding Matters More Than Ever Today
“Your onboarding process is your first true chance to deliver on the promise you sold.” — Ray Algar, Fitness Industry Analyst.
Great onboarding sets the tone for success. Engaged members are 50% more likely to stay past five months and attend classes more consistently. Strong onboarding also boosts revenue as engaged members are more likely to purchase additional services.
What’s at Stake?
Failing to prioritize onboarding isn’t just a missed opportunity—it’s a significant financial risk:
- It costs 5x more to acquire a new member than to retain an existing one.
- A member who quits prematurely reduces the average lifetime value by 60-70%.
According to a 2022 IHRSA report, 63% of cancellations happen in the first 30 days. That’s not a member issue—that’s a systems issue.
And the solution? A consistent, thoughtful onboarding flow that sets expectations, builds habits, and creates an emotional connection.
“With new member onboarding, you have a short amount of time to create the biggest value. That doesn’t mean more content, it means context that matches the member’s desired outcomes.”
– Dr Paul Bedford, Fitness Industry Expert and Retention Guru
More importantly, the way you onboard can directly impact your referral rates, average lifetime value (LTV), and brand perception.
Whether you’re running a large franchise or a boutique studio, onboarding isn’t just a retention tactic—it’s your brand’s first real impression in motion.
Need a Head Start?
Creating a smooth, engaging onboarding process doesn’t have to be overwhelming. We’ve done the legwork for you with our Free Member Onboarding Campaign Kit, which contains all the touchpoints, messages, and sample flows you’ll see below (and more).
Inside this free kit, you’ll get:
- Your full 30-day journey map — From Day 1 to Day 30, we’ve mapped out a seamless onboarding experience for you.
- Pre-written SMS + email sequences — Templates that are ready to use and designed to keep members engaged.
- Timeline of key touchpoints — Ensure that you never miss a critical engagement moment with your members.
- Engagement prompts and reactivation nudges — For those members who might need an extra push to stay engaged.
- Bonus: A plug-and-play flowchart that fits right into SHC’s gym management software, making implementation quick and easy.
