The 90-day onboarding system that works

What’s up Gym World?

Most gyms put their energy into getting new members signed up and into classes. But without a clear system to guide people through their first few months, it’s easy for them to get lost.

New members show up, feel unsure about what to do, miss a few workouts, and start to lose consistency. Coaches then spend their time chasing no-shows and trying to re-engage people who’ve already lost momentum. The effort that went into bringing them in doesn’t pay off.

Over the last four years, Clark Hibbs at Yellow Rose Fitness has focused on building a structured 90-day onboarding system and a team to make it run smoothly. By carefully managing how new members experience their first weeks through personal training sessions, group classes, and regular coach check-ins, Clark’s team ensures members feel supported and engaged from day one.

Members stay for 30+ months on average, far above what most gyms see. Coaches aren’t burning out, and the team can focus on helping people get results instead of chasing attendance.

You can watch the video below to see Clark’s system in action, or keep reading to get the full proven blueprint you can start using in your own gym today.

The 90-Day Onboarding System

Clark designed Yellow Rose’s onboarding to guide every new member through their first 90 days, ensuring they feel supported and know what to do. There are two streams, tailored to a member’s experience and comfort level:

• A 3-week on-ramp for those with some prior gym experience

• A 6-week on-ramp for beginners or anyone who feels intimidated by the gym environment

In the 3-week program, members begin with three personal training sessions during the first week to get familiar with the gym and learn essential movements. Weeks two and three focus on group classes, allowing members to try different schedules and coaches to find what fits best. At the end of the program, a fourth personal training session retests progress, addresses any challenges, and determines the most suitable long-term membership path.

The 6-week program provides extra guidance for beginners. Members start with six personal training sessions over the first two weeks to build confidence and comfort in the gym. In the next four weeks, they combine one personal training session with two to three group classes per week. At the end of week six, they reassess progress and set the best long-term membership plan.

What sets this system apart is the high-touch support built into every step of the first 90 days. Clark’s goal is to make members feel valued and supported, while keeping the team organized and efficient.

• During the first 30 days, members receive a check-in every 7 days

• During the next 60 days, check-ins happen every 14 days

• All touchpoints are manual, delivered through calls, texts, and emails from the team

• Coaches use scripts and outlined processes to ensure consistency

One coach usually serves as the primary point of contact, while client success managers and other staff step in as needed. This setup allows one coach to check in with up to 20 members per hour without feeling overwhelmed.

Tracking and Measuring Success

The first 90 days are critical. Clark has found that if members stay engaged during this period, they almost always continue long-term unless something extraordinary happens, such as moving or an injury. Investing in this period is key to long-term engagement and revenue.

He tracks member engagement closely to make sure the onboarding system actually works. Success is measured in ways that directly impact retention and revenue:

• Member engagement over time: Each program is tracked monthly to see how long members stay active. Group program members average 30 to 32 months, which is far above typical gym averages.

• Quality of touchpoints: Clark evaluates more than just how often staff reach out. He puts himself in the members’ shoes, thinking about how they experience each interaction. The goal is to provide enough guidance and support to keep members on track without sending so many texts, calls, or emails that it feels overwhelming.

• Response data: Emails and texts are monitored for open rates and reply quality. If messages aren’t getting responses, the team adjusts wording or timing to improve engagement.

Part of tracking success is anticipating member needs. The team plans content for the next 90 days to reinforce engagement and guide members through their journey. Examples include:

• Recovery tips after a tough workout

• Reminders of milestones reached in their program

• Encouragement at key moments when workouts start to feel difficult

By combining tracking metrics, touchpoints, response data, and proactive content, the team can spot patterns, address issues early, and make data-driven adjustments.

Key Lessons for Gym Owners

When onboarding and engagement are done right, the first 90 days set the stage for long-term retention and revenue. Clark has learned several key lessons that gym owners can apply immediately.

Focus on Early Engagement

Many gyms focus on getting new members in the door but miss the early indicators that predict whether they will stick around. At Yellow Rose, Clark tracks multiple metrics to catch and address issues early:

• Attendance: New members are monitored during their on-ramp to ensure they show up. Early engagement strongly predicts long-term retention.

• Coach visibility: A dedicated Slack thread keeps coaches informed about new members, their progress, and how to support them.

• Engagement patterns: By tracking interactions, responses, and content usage, the team can adjust coaching, messaging, and programming before small issues become big problems.

Set Members Up for Success

Clark says many new members have tried other gyms but struggled to stick with a program. When he asks if they were properly onboarded, many don’t even know what that means. That’s why onboarding matters.

He compares onboarding to an on-ramp to a freeway. Just as you wouldn’t drop someone onto a highway and expect them to reach their destination safely, new members need structured guidance to reach their fitness goals. Clark sets up onboarding to act as that on-ramp by:

• Tailoring programs: Intake questionnaires assess experience, comfort, and goals.

• Planning content: Anticipating challenges such as soreness or dips in motivation provides guidance and encouragement.

• Providing touchpoints: Check-ins, texts, and emails help members navigate the program and build lasting habits.

This ensures every member knows what to do, how to get there, and that someone is supporting them along the way.

One Actionable Step to Implement This Week

Clark says the best onboarding follows a simple, repeatable system. His advice to gym owners: start by clearly defining yours and stick to it.

That could mean:

• Structuring your check-ins so every new member gets regular, consistent support.

• Outlining your first few weeks with a framework like three personal training sessions followed by two weeks of group classes.

• Setting a clear price that reflects the value of your onboarding experience.

There’s a lot more to learn from Clark’s interview beyond onboarding. He explains how Yellow Rose uses nutrition programs to generate nearly 20 percent of revenue, well above what most gyms see.

Check out the full interview to see how it all comes together.

cheers,

j