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Playbook · Personal training

Feedback routing for personal trainers

When a customer scores the service, a low score reaches the owner’s phone the same day and the customer hears a person will call; every score is thanked and logged.

Use this templateBrowse the library

Start the 14-day trial, then find it under Templates → Library. It installs into the client you choose, switched off, with its checklist.

Steps
5
Client fills in
5
Accounts
3
Starts
From a form, within seconds

Uses

Every step, in order

Branches show each arm; a step indented under one runs only on that arm. The words are the template’s own, and the client’s fields fill them in.

Why this workflow

An unhappy customer usually tells the business first, if asked, and goes public when nobody answers. A score that reaches the owner the same day, with a promise of a call, turns the complaint into a recovery; a log of every score shows the trend. This shape never decides who is asked for a public review.

  1. Starts whenA form is sent
  2. BranchUnhappy?
  3. IfIf unhappy
  4. TextText the owner
  5. EmailTell them a person will call
  6. IfIf otherwise
  7. EmailThank them
  8. App stepLog the score

What each client fills in

Business name
How messages sign off.
Low score
This score or lower counts as unhappy: 6 on a 0–10 scale, 3 on 1–5.
Owner’s mobile
Texted when something needs a person now.
Who calls back
The name the unhappy customer is told will call.
Feedback sheet ID
The Google Sheet the scores are logged to.

The accounts it needs

Each is the client’s own, stored encrypted and never copied between clients. Until one is added the client’s checklist shows it, and nothing runs.

  • Google Sheets

    In your own Google Cloud project: enable the Google Sheets API, then IAM & Admin → Service accounts → Create → Keys → Add key → JSON, and paste the file here. Then share each client sheet with the service account’s email (…@….iam.gserviceaccount.com) as an Editor. The account is yours; no Google review is needed.

After you install it

It lands switched off. The client’s checklist holds exactly this:

  1. Pick the client’s form that starts it
  2. Connect the client’s Twilio (SMS), for “Text the owner”
  3. Connect the client’s Resend (email), for “Tell them a person will call” and “Thank them”
  4. Connect the client’s Google Sheets, for “Log the score”
  5. Fill in Low score (This score or lower counts as unhappy: 6 on a 0–10 scale, 3 on 1–5)
  6. Fill in Owner’s mobile (Texted when something needs a person now)
  7. Fill in Business name (How messages sign off)
  8. Fill in Who calls back (The name the unhappy customer is told will call)
  9. Fill in Feedback sheet ID (The Google Sheet the scores are logged to)

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