Daily follow-ups and retention
Know why you’re checking in before you write.
Design preview · Planned connected Mako Coach workflow. Illustrative records.
Start your coaching day with the clients who need attention and the reason each one appears. In Mako, open the question, shared workout or approaching renewal behind a follow-up, then decide what would help: a reply, a plan change, another session or a later conversation.
Clients log assigned training and reply in Beta Training, included with your coach plan.
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Today, with a reason
- Alex’s question
- Needs reply
- Coaching renewal
- Payment due
- Next action
- Open source record
A read or reaction does not count as a substantive answer.
01 / Daily Follow-ups & Retention
Give questions a clear place in your day
A client asks about the next session. Another is waiting for the follow-up you promised. A coaching block is nearing its end. Today brings those commitments into a focused queue, with unanswered questions and upcoming renewals given priority.
Open a client card to see why it appeared, the relevant dates, your previous action and the source record. Several reasons can belong to the same client. Answering their training question closes that piece of work; their separate renewal still needs its own decision. Reading or reacting to a question does not count as answering it.
Today, with a reason
- Alex’s question
- Needs reply
- Coaching renewal
- Payment due
- Next action
- Open source record
A read or reaction does not count as a substantive answer.
02 / Daily Follow-ups & Retention
Understand the training update before drawing a conclusion
Training follow-ups begin with an accepted plan, the agreed dates and the completed workouts the client has chosen to share from Beta Training. Review the relevant window and the underlying sessions before deciding how to approach the conversation.
An incomplete update is important context. When synchronization does not cover the period being assessed, Mako shows Unknown instead of treating absent records as missed workouts. Even with complete coverage, no completion recorded is a reason to ask what happened, not proof that someone did not train.
Approved pauses, cancelled sessions and optional extras belong in that context too.
Check the training window
- Required sessions due
- 3
- Observed completions
- 1
- Sync coverage
- Incomplete
Consistency stays Unknown until coverage supports the conclusion.
03 / Daily Follow-ups & Retention
Choose the action that fits the client
Sometimes a useful follow-up is a short question. Sometimes the agreed schedule needs changing, a plan is waiting for acceptance or another appointment would help. Open the supporting record and choose the next step with it beside you.
- Write a reply or edit and approve an optional draft.
- Adjust future training or arrange a session.
- Set a dated follow-up, or snooze until a better time.
- Dismiss the current reason and record why.
Choose the useful action
- Possible next step
- Review a draft
- Approval
- Coach decides
- Follow-up date
- Friday
A reply, a plan change, another session or a later conversation can fit.
04 / Daily Follow-ups & Retention
Keep the action and the outcome separate
Sending a message records what you did. It does not confirm that the client's question is answered, their training record is complete or their next coaching block is paid. Keep the underlying reason visible until the evidence or an explicit decision resolves it.
The queue also makes room for positive coaching. A first completed assigned workout, a run of eligible completions or a verified personal best can be a reason to offer encouragement. You can recognize the work without waiting for a concern.
Retention begins with useful service and a continuing conversation. Mako brings those opportunities into view; your judgment determines what happens next.
Action and outcome
- Personal message
- Action recorded
- Client reply
- Still awaiting
- Paid renewal
- Not confirmed
Sending a follow-up alone does not establish a resolved question or paid renewal.
A coaching example
Illustrative coaching example: ask Alex a useful question
Alex usually records three planned sessions. In the latest eligible review window, one is recorded. With complete sync coverage, you open the agreed schedule, the completed workout and your earlier discussion about training days.
An optional draft asks whether those days still work. You review it, change the wording and send the question. You record a follow-up for Friday. The message is an action taken; Alex's response and any agreed schedule change establish the next step.
If coverage is incomplete, the record shows Unknown. You check whether training has synced before describing a change in consistency.
Consistency: Unknown
- Required sessions due
- 3
- Observed completions
- 1
- Coverage
- Incomplete
Check whether training synced before describing a change in consistency.
Review the eligible sessions
- Required sessions due
- 3
- Recorded completions
- 1 of the same 3
- Coverage
- Complete for this window
No completion recorded is a reason to ask, not proof of what happened.
Coach decides what to say
- Optional draft
- Do those training days still fit?
- Personal outreach
- Requires approval
- Renewal outcome
- Unchanged
Reviewing this example sends no message and establishes no paid renewal.
Illustrative change only. Nothing is sent.
Fictional client and records. These controls change this illustration only; they do not send messages, change bookings or collect payments.
Practical questions
A few things to know.
What creates a training follow-up?
Training reasons use required, dated sessions from an accepted plan and sufficient shared data. Optional extras, cancelled sessions and approved pauses do not create missed-training expectations. A prospect or a client who has not accepted a program does not receive those expectations either.
Can I use Today without workout sharing?
You can still follow up on enquiries, client questions, bookings, packs and renewals. Training context requires the client's optional sharing permission. You coach in Mako; clients use Beta Training for assigned-plan logging and replies, which are included with your coach plan.
Will personal follow-ups send automatically?
You review and approve personalized outreach before it sends. Optional drafts use the authorized context shown with the item and remain editable. You can always write your own message or choose another action, including waiting for a clearer training update.
Does Mako predict which clients will leave?
The queue explains observed reasons for attention, such as an unanswered question or an approaching renewal. It does not predict cancellation or claim that a message retained a client. Confirmed renewals and resolved questions remain separate, recorded outcomes.
Keep the rest of the practice connected.
Start with one follow-up worth making.
Explore your daily coaching decisions in the planned workspace. Explore the reasons you need to see, the context you want beside them and the next actions that fit your clients.
The connected coach workflow is in development. Ask about access before moving your practice.