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When Prospects Don’t Pick Up the Phone: Why It Happens and How Gyms Can Fix It
One of the most common frustrations for gym owners and fitness businesses is simple.
Prospects are not picking up the phone.
It feels personal. It feels like wasted marketing spend. And it often leads to the assumption that the leads are “poor quality” or “not serious.”
But the truth is far more straightforward.
People’s behaviour has changed.
The way prospects communicate has changed.
And if your contact strategy has not changed with them, you will always be fighting an uphill battle.
The good news is this: you can fix it.
Here is exactly how.
1. Make your phone number recognisable
Very few people answer unknown numbers.
Improve your pick up rate by:
• Calling from the gym’s landline
• Setting up branded caller ID where possible
• Sending a text first to say who you are and that you will call in 2 minutes
This one shift alone can transform your contact rate.
2. Use a triple touch approach
Calling once and hoping for the best is no longer effective.
Use a short, multi touch pattern instead:
-
Call
-
Text immediately after
-
WhatsApp later the same day
Nearly everyone ignores calls.
Nearly everyone replies to messages.
3. Make WhatsApp your primary contact channel
WhatsApp has an 80 percent plus response rate in fitness sales journeys.
Start the conversation with:
• A friendly message
• A short voice note
• A simple, one word question
Example:
“Hi Sarah, thanks for enquiring. Quick question, are you looking for help with fitness, weight loss or confidence?”
This feels safe and easy for the prospect.
It opens the door without pressure.
4. Speed matters
If your first reply is not sent within 60 seconds, contact rates fall sharply.
FitLeads automation can:
• Send instant WhatsApp replies
• Trigger missed call text back
• Assign leads to your team automatically
• Deliver the first touch before your team even sees the lead
Speed wins more sales than scripts.
5. Use video to build trust
Prospects trust real faces more than unknown numbers.
A short video message saying:
“Hi Mark, just tried calling, will try again shortly. Looking forward to helping you.”
…works incredibly well.
It proves you are a real person and not a sales robot.
6. Ask how they prefer to be contacted
Add a simple field to your FitLeads form:
• Call
• Text
• WhatsApp
• Email
If 80 percent choose WhatsApp, stop trying to force phone calls.
Meet people where they are.
7. Call at the right times
Some windows are awful for reach:
⛔ 8–9am
⛔ 3–4pm
⛔ 5–6pm
Better times include:
✔ 9.30–11.30am
✔ 12.30–2pm
✔ 6.30–8.30pm
If your gym only calls during the “dead zones,” contact rates will always be low.
8. Reframe the purpose of your call
Prospects avoid calls when they think you are about to sell to them.
Change the message:
“Hi James, I am calling to help you book your visit and make sure you get the best out of the offer.”
This feels supportive rather than sales driven.
9. Use short, conversational messages
Long paragraphs get ignored.
Short messages get replies.
Try:
• “Still interested?”
• “Want some details?”
• “Shall I call now or later?”
• “Is WhatsApp easier?”
Simple wins.
10. Nurture prospects who are not ready yet
Silent prospects are not always lost prospects.
FitLeads can automate:
• SMS touchpoints
• WhatsApp flows
• Email nurtures
• Warm up content
• Education sequences
• Lead magnets
Not everyone buys on day one.
Some buy on day 30 — if you keep them warm.
11. Use automated appointment setting
If they choose the time, they expect the call.
FitLeads can send:
• Self booking links
• Calendar slots
• Visit scheduling
• Auto reminders
This one tool can transform your show up rate.
12. Track your numbers properly
Many gyms blame the lead when the real issue is the process.
FitLeads can help you review:
• Time to first contact
• Number of attempts
• Channel effectiveness
• Team performance
• Lead stage progression
• Drop off patterns
Fix the system, not just the symptom.
Where to Go From Here
If your team is struggling to reach prospects, it is not a people problem.
It is a strategy problem.
A process problem.
A systems problem.
And the solution is rebuilding your contact strategy to match how people actually communicate today.
FitLeads can help you do exactly that.
If you want a free walkthrough or a complete contact funnel built for your club, just reach out.
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