Nobody follows up — The Fixes

You’ll recognize it if

You have forty Google reviews and haven’t replied to one.
Your regulars drift off, and you find out months later.
The thank-you text exists in your head and goes out when you remember.

What gets built

A set of messages in your voice: the thank-you after a first visit, the review request, the reminder to re-book, the note to someone who hasn’t been in for a while.
A reply to every Google review, past and future, written the way you’d say it.
Where your tool can send them on its own, I set that up. Where it can’t, you get them ready to paste, with a one-line rule for when each one goes.
Email, text, and Google reviews. Whichever of those your customers actually read.

What it looks like

Text · the day after a first session

Hey Sam — Dana from Sixth Street. Good work yesterday. Your legs will have opinions today; that’s normal. Same time Thursday? Reply here and I’ll hold the spot.

Google review reply · five stars

“First gym where I didn’t feel like an idiot on day one. Dana actually watches your form.”

Owner reply: Watching your form is the whole job, Marcus. Thanks for saying so. See you Tuesday — we’re adding weight.

Email · after four weeks away

Subject: the bar’s still here

Hi Priya. It’s been a month, and I’m not writing to guilt you — life does that on its own. The 6:30 class still has your spot in it. If this week’s a bad one, just reply with a day that isn’t, and I’ll see you then.

— Dana

Sample messages, written for a gym that doesn’t exist. Yours would sound like you.

On the record

7×

Firms that tried to reach a web enquiry within an hour were nearly seven times as likely to have a real conversation with that person as firms that waited even one hour more.

Oldroyd, McElheran & Elkington, Harvard Business Review, 2011. Audit of 2,241 US companies. Source →
89%

of people expect the owner to reply to reviews, and 80% say they’re likely to use a business that replies to all of them.

BrightLocal Local Consumer Review Survey, 2026, 1,002 US consumers. BrightLocal sells review software; the survey has run yearly since 2010. Source →

How it goes

Week one

One conversation about how you actually talk to customers, and a look at whatever you use for messages today: your phone, your point-of-sale, an email tool, nothing.

Week two

The set, drafted. You read every one and change anything that doesn’t sound like you. Then it gets set up and switched on, and I show you where the switches are.

What you own

The messages, the setup, the logins. If you change tools next year, the words come with you.