How to send a win back campaign in Rock Gym Pro

Build your win back list

A win back list has two groups. One is members and punch card customers who left or went quiet in the last six months. The other is guests who never bought a membership. Most steps start in the Data Entry main window.

Past members

1. In Data Entry, click Reporting, then Customer Queries.
2. Turn on Advanced Mode and click Add Conditions. Add Membership: Was a Member set to the last six months. Then add Membership: Current Status set to OK and FROZEN, and tick NOT this condition. That leaves people who were members but are not now.
3. Click Review Query to see how many customers match.
4. Under Save Results, add a bulk tag such as WINBACK. Then choose Save Email List Text File, or Export All Data to CSV File.
5. For members on a freeze, run a second query with Membership: Current Status set to FROZEN, and tag them the same way.

To double check who left recently, open the View menu and choose Status Changes. Filter the list, click Print Report, and save it as a CSV file from the Report Display.

For punch card customers, use the pattern from Rock Gym Pro's advanced query example. Turn on Advanced Mode and click Add Conditions. Tick Activity: Purchased Products and pick your punch cards over the past year. Add the same condition for the last two months and tick NOT this condition. That leaves customers who bought punch cards before but not lately.

Leads who never joined

Rock Gym Pro's guest conversion walkthrough finds this group. In Customer Queries, set General: Customer Types to Guest and Activity: First Contact Date (Between) to the last six months. The walkthrough adds Activity: Visit Count (Total) at At Least 2 for repeat guests. Leave it off to include first time visitors.

Start with the most recent

If the list is long, query the last two months first and send to them, then do months three to six. Climbers who left recently are the easiest to bring back.

Send the three emails

Rock Gym Pro's email system is meant for transactional emails, like receipts and expiration reminders. For marketing email, its help center points you to an outside tool such as Mailchimp or Constant Contact.

• Import the text or CSV file from your query into your email tool, and send the Day 1, 5 and 10 emails from there.
• Lists move by file. The help center has articles on exporting unsubscribes to your email tool and importing them back into Rock Gym Pro.
• To export everyone at once, open Manage, then Email List Management. Under Entire List you can leave out customers marked DO NOT EMAIL, which Rock Gym Pro recommends for marketing.
• Sending from Rock Gym Pro itself needs a SendGrid account. Its email settings hold the sender name and address, footer and unsubscribe message.
• Replies go to the sender address you set under Manage, then Email System, then Settings. Use an inbox someone checks every day.
• The help pages do not describe scheduling a one time email for a set date. Schedule in your email tool, or send each email by hand on its day.

Send the two texts

The help center sections we checked have no article on texting customers, and the email system pages cover email only. Send the two texts from the tool you already use for texting.

• Export your query results to a CSV file, check that phone numbers came through, and import them into your texting tool.
• Text only customers who agreed to get texts from you. The help pages do not describe a texting consent field, so keep your own record.
• Name your gym in each text and tell people how to stop texts. Honor every opt out.

Your ten day plan in Rock Gym Pro

The five messages, ready to fill in, are on the win back email templates page.

Can Rock Gym Pro run it for you?

The emails, yes, with some setup. The help center describes a drip campaign built from Customer Queries, Daily Auto Tagging Rules, Customer Query Email Triggers and SendGrid HTML templates.

• To add a trigger, go to Data Entry, then Manage, then Email System. Open the Customer Actions/Purchased Products tab, click Add, choose Customer Query and click OK.
• Triggers need the Rock Gym Pro and SendGrid HTML email integration, since Rock Gym Pro does not deliver email itself. The pages we read do not tie this to a plan.
• Triggers are checked every day. You can limit how often one fires for the same customer, every so many days.
• For a sequence, a daily tagging rule tags each stage, such as Round 1, and the next stage's query looks for that tag. The help pages describe no delay step, so you set the spacing through each query's dates.
• Add exclusions so anyone who buys a membership or punch card leaves the campaign.
• Test first. The email system has a test mode and can simulate what would have gone out on a past date.

See who came back

• Ask your front desk to note anyone who mentions your code word at check in.
• Bulk tag your list before Day 1. Then open Reporting, then Customer Activity Analysis Reports. Use your tagged customers as the source and the campaign dates as the activity dates, then click Generate Report. It shows purchase and check in history for exactly that list.
• The View Status Changes window also shows status changes over the campaign, which you can print or save.

Watch out for

• The help page for Save Email List Text File does not say it leaves out DO NOT EMAIL customers. The Email List Management export has that option, so use it or clean the file first.
• Email triggers run daily. Without a frequency limit, a customer who still matches can get the same email again. The help example limits it to once every 31 days.
• There is no built in expired punches report. The help center gives a custom SQL report instead. It lists names without contact details, and its date range means when the punches were sold.
• Each Rock Gym Pro email has its own setting for an unsubscribe link. Turn it on for every win back email.
• A query behind a daily tagging rule needs at least one date condition that uses querydate for both its From and To dates.

Sources

• Overview of customer queries (Rock Gym Pro, May 2021)
• Saving a customer query email list to a text file (Rock Gym Pro, February 2021)
• Pulling Reports for Insurance Renewals (Rock Gym Pro, June 2026)
• Advanced Customer Query: An Example (Rock Gym Pro, February 2021)
• Walkthrough for creating a guest conversion report (Rock Gym Pro, February 2021)
• Printing a list of customers with status changes (Rock Gym Pro, February 2021)
• Running an expired punches report (Rock Gym Pro, February 2021)
• Overview of the Email System (Rock Gym Pro, June 2021)
• Exporting your email database to your email marketing system (Rock Gym Pro, February 2025)
• Setting up the sender name and email address (Rock Gym Pro, February 2021)
• Member Management email articles (Rock Gym Pro)
• Customer Query Email Triggers (Rock Gym Pro, February 2025)
• Creating an Automated Email Campaign (Rock Gym Pro, September 2026)
• Overview of Customer Activity Analysis reports (Rock Gym Pro, April 2024)
• Rock Gym Pro help center (Rock Gym Pro)