Your customer list
Customers is the record of everyone you deal with, and every booking, invoice, package, and note hangs off it. Getting one clean record per person - rather than three near-duplicates - is the single most useful habit in the system.
The Customers page
Open Customers from the sidebar. The page has tabs across the top:
| Tab | What it shows |
|---|---|
| Customers | Everyone, with search and filters |
| Subscribers | Customers on a membership plan |
| Packages | Who holds which prepaid pass, and what is left on it |
| Progress Reviews | Reviews that are due and recently completed |
The Subscribers, Packages, and Progress Reviews tabs appear when your plan includes those modules.
Add a customer
- On the Customers tab, choose New customer…
- Fill in the name and contact details. An email address is what lets them use the customer portal, so capture it if you can.
- Save.
Customers can also add themselves by booking online or signing up on your portal, which is usually less work than typing them in - see Your online booking portal. If you are moving from another system, import them instead of retyping: How to import from another booking system.
Find someone quickly
Search matches name, email, or phone, so a partial mobile number or the first few letters of a surname is enough.
To work a list rather than find one person, use the filters:
- Tags - your own labels, such as
injury-historyorcorporate - Status - active by default, so archived customers stay out of your way
- Has Packages - only customers holding a prepaid pass
Filters live in the URL, so a filtered list is a link you can bookmark or send to a colleague.
The customer profile
Click a row to open the full profile. What you see depends on your plan and business type, but typically:
| Tab | Use it for |
|---|---|
| Overview | Contact details, preferred name, pronouns, upcoming and past bookings, spend, and side cards |
| Memberships | Plans they are on, freezes, and billing state |
| Progress Reviews & Metrics | Measurements and review history |
| Levels | Skill and level progress where you use them |
| Logbook | Logged sessions, for training workspaces |
| Account | Portal access and login state |
| Notes | Staff and clinical notes |
| Forms | Intake forms and waivers, signed and outstanding |
Keep records useful
A few habits keep the list worth having:
- Tag as you go. Tags are how you segment later for campaigns and reports. See Tags and categories.
- Set pronouns and a preferred name on the customer, or let them set both in the portal Details page. Staff then see that name and pronouns on class rosters, front desk, and bookings. Other customers do not.
- Write notes in the profile, not on paper. Notes can be marked private where your workspace needs that - see How to add customer notes.
- Set marketing consent honestly. Consent lives on the customer record and controls who Reach can email or text. It is not a suggestion - see Revively Reach.
- Mark inactive rather than delete. Inactive customers are hidden from lists, search, and pickers by default (use the Status filter to include them). They cannot be booked, but every booking, invoice, payment, membership, and note stays on their profile. Cancel active memberships and upcoming bookings first, or cancel upcoming bookings when you mark them inactive.
- Membership timeline shows who did what. On a customer profile, open Memberships and the Timeline card. Each event shows the actor (staff name, portal customer, scheduler, or Stripe) and times in your business timezone with the zone abbreviation.
Merge duplicates
Duplicates happen when someone books online with a different email to the one at the desk. Fix them as you spot them - a customer with their history split across two records will see the wrong package balance and get the wrong reminders.
Related
- The customer portal
- How to build intake forms and waivers
- Meet Emma - ask her to find a customer, tag them, or log a note without leaving the chat