Sample audit report · Fitness club
Gym floor and studio, about 1,550 members
This is what a company gets after the audit. The company is invented; the report was written by the AI agent. The text has not been edited.
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Ostrel Gym & Studio: what is holding the club back
Review as at 6 July 2026, on the records for 1 April to 30 June 2026.
1. In short
- Is slow follow-up why you aren't growing? No. When a consultant is at work, the typical first reply takes 5 minutes. Enquiries that come in overnight do wait, but they join at the same rate as those answered quickly.
- Emeka and Laura convert alike on the same kind of enquiry. He gets the online ones, she gets the walk-ins and referrals; that is the whole gap.
- Sign-ups are fine: 277 in the quarter. The club stands still because 270 memberships ended. A good part of those members never chose to leave: the system ends a membership when two direct debits in a month come back, and nobody phones first.
- Would the assistant pay for itself? Not on these numbers. Don't buy it now.
- Can you do without the second person on the evening desk? No. Online enquiries never reach the desk.
- First step, free: bring back the weekly phone list for returned debits and count endings by reason.
2. How the work runs today
The club took 802 enquiries in the quarter. Online enquiries (web form, Instagram, Passlio app) run at about 160 a month and belong to one consultant; walk-ins, phone calls and referrals belong to the other. 41% of all enquiries arrive when no consultant is at work and wait for the next shift — typically 781 minutes.
Monthly fees are collected by direct debit. About 80 debits come back each month on the first run. The system sends one automatic email and tries again on the fifteenth. If that also comes back, the system ends the membership itself on the last day of the month. Nobody phones the member at any point.
On weekday evenings there are two people on the desk. One never leaves it. The other does the hourly floor and changing-room walk the insurance requires, checks people in at the studio door, restocks towels and shows visitors round.
3. Where the club is losing, and why
Members are being ended without knowing it. Of the 173 members whose membership ended at the end of April or May, 48 (28%) tapped their card at the gate afterwards and were refused — 91 refused attempts in all. The desk says these people mostly "had no idea". Across the quarter, 51% of ended members were still visiting in their last 7 days, the same as members who stayed (52%). That is not how people behave when they decide to leave.
Nobody owns the phone call. You believed the front desk rings these members from a Friday list. The desk has had no such list since last year; the calls stopped when the second administrator post was not filled.
You cannot see any of this. The reason a membership ended is on each member's screen but in no report. Your dashboard counts members who only froze as lost: it shows 274 lost where 270 actually ended.
What did not hold up:
- Slow follow-up. Among online enquiries, 35% of those answered within an hour joined, against 32% of those answered later — no real difference.
- One consultant converting half as well. Overall it looks like 40% against 67%. But 85% of his enquiries are online against 29% of hers. On online enquiries they convert 32% and 31%; on walk-ins, calls and referrals 79% and 78%.
4. What to change, and in what order
- Free, now: name one person who owns returned debits and restart the weekly phone list. By the administrator's estimate it is about 80 calls a month at about 6 minutes each — roughly 8 hours a month.
- Free, now: decide whether the system should go on ending memberships at month end before anyone has spoken to the member.
- By 20 July: get the payment export from the new provider and the report with end reasons; fix the dashboard so freezes are not counted as lost.
- After two debit cycles: look at how many memberships the system still ends. Only if the calls are too much for staff, consider the failed-payment follow-up module (85 EUR a month, 250 EUR to set up). It reaches the same members as the phone list, so its benefit is not additional.
- Tidy the sales records: make follow-ups visible, close dead leads (210 of the 321 open ones have not moved for over three weeks), and compare consultants only within the same channel.
Not worth doing: the AI enquiry assistant (390 EUR a month, 1 800 EUR to set up) and removing the second evening desk post.
5. How we close this
Returned debits. We switch the weekly list back on in your membership system and route it to the person you name. Once the phone list has run for two cycles, our invoice follow-up agent can take the routine part: a message with a way to pay, a reminder before the retry, and a short call list for staff. From you: the decision on who calls, access to the membership system and the provider export, and agreement on what member data may be used. We would test it over 4 weeks on one number: how many returned debits are still unpaid at month end. It is not ready to start today.
Seeing why members leave. We restore the report with end reasons and split the dashboard's lost column into ended by notice, ended by the system and frozen. From you: access and the supplier contact.
Sales records. We add an exportable follow-up field and a rule that closes stale leads. From you: agreement on what each status means.
Price. We will name the price of this set-up work and of the agent after the review, before any work starts; the agent's language-model usage is billed separately, on actual use.
Nothing to sell: for overnight enquiries (nothing is lost there) and for Passlio enquiries (your decision once you know what the channel costs).
Not for an agent: ending or reinstating a membership, taking payments and disputes, the member refused at the gate, anything at the desk, tours and sign-ups.
6. What this gives, and what we do not promise
- Hours: the phone list adds about 8 hours of work a month; it frees none.
- Money you stop paying: none. Neither the phone list nor the assistant removes a payment.
- Money kept: every member reached in time keeps paying their fee, but we cannot put a figure on it — nobody yet knows how many memberships the system ends.
- People: no post can be cut. The second evening desk covers 37% of all entries to the club, about 29 an hour, plus the insured floor walk.
- The assistant vendor's "20% more sign-ups" is the vendor's own figure and untested here.
7. What is missing, and how to check
- How many of the 270 endings were made by the system: needs the end-reason report.
- How many debits are returned and how many fail the retry: needs the provider export promised for 20 July.
- How many phoned members pay: write it down for two debit cycles.
- What happens to members refused at the gate, and on what terms they can return: nobody could say.
- Time consultants spend on online enquiries, and whether leads are chased: not recorded.
- The assistant's contract term; the club's regular payments; what Passlio costs.
The number to compare before and after: memberships ended by the system per month. Come back to the decision after two debit cycles with the phone list.