Move a member onto the new structure
Pick the membership they are on today to see what we would recommend next.
Suggest the right membership
Ask how often they would love to come each week, then tap it.
Show a member their value
Enter how they would like to train each month to see the cost, the saving against drop-in, and the tier that fits.
Early release fee
Only for leaving during the minimum term. The fee is the lower of £250 or the payments remaining.
The fee is waived for serious illness or injury, pregnancy, redundancy or loss of income, or moving out of the area (3+ miles), with one month's notice and evidence. Always offer a freeze first.
Answer library
Type a word from the question, freeze, recovery, cancel, price, to find the approved answer in OREN's voice.
Talking to clients
Example conversations from our sales training. Learn the moves, not the words, and say it in your own voice.
Adapted to our current pricing. The £59 intro (4 classes over 2 weeks) and the joining offer come from the sales pack. The exact joining offer is still being finalised, shown below as [the joining offer]. Never quote a detail that is not confirmed.
- Ask where they are now, then where they want to be, then prescribe the path. Three questions, and listen 80% of the time.
- The 2× rule. Real goals need at least twice a week, ideally three. Under-prescribing is not kindness. Once a week suits someone with no goal, or who trains elsewhere. Mini suits a once-a-week mat or budget-conscious client.
- Show the deal. One or two options only, never the whole menu. Quote the per-class maths, and anchor it against the £30 drop-in.
- Close with a question, then stop talking. "Which would suit you best?"
- Match the buyer, below.
- Sell the joining window. Joining within a week of the intro ending unlocks the joining offer.
| Spontaneous | Fast and simple. One clear recommendation, offer to set them up now. Detail loses the sale. |
| Humanistic | Warmth and stories. Ask how they felt, not their schedule. They buy belonging. |
| Methodical | Detail and a written follow-up. Never guess something unconfirmed. One invented detail loses everything. |
| Competitive | Results and value. Hold the price, frame the best value per class, give a results timeline. |
The goal is a decision, not a pitch. Best outcome: signed up on the call. Second best: a clear next step with a deadline. Worst: "I'll think about it" with nothing booked.
TeamHi, is that Sarah? It's Emma from OREN. I saw your third class is booked for tomorrow and your intro wraps up Friday, so I wanted to check in. How have you been finding it?
ClientReally good actually. The Flow classes are harder than they look, and my back has felt better this week.
Name the reason for calling honestly, then hand the conversation to her. "My back has felt better" is gold, she has just told you it works. Use her words later.
TeamThat's exactly what we would hope for by class three. When you first came in you mentioned back pain and wanting to get stronger. Is that still the main thing?
ClientYeah. I sit at a desk all day. I just want to not think about my back, and to feel strong for once.
Confirm the goal she already gave you rather than relaunching discovery. Her words are her destination.
TeamWith my honest hat on: for back strength and genuinely feeling stronger, you want to be doing this twice a week minimum, ideally three. Once a week feels nice but progress is slow, and I don't want you giving it six weeks, feeling no different, and deciding Pilates doesn't work. It does, at the right dose. What feels realistic with your week?
ClientTwice a week I could definitely do. Maybe three sometimes.
Confident, specific, framed around her results. Naming the under-prescribing trap makes it feel protective, not salesy, and the question gets her to say the frequency herself.
TeamThen there are really only two I'd point you at. Twice a week on the Reformer is eight classes a month, which is exactly what Elevate gives you, 24 credits at £156 a month on the annual plan. That's £19.50 a class, versus £30 dropping in. Or if you'd rather blend it, Balance at £126 gets you to twice a week when some sessions are mat or on-demand, they're only 2 credits, so it stretches further. And because your intro ends Friday, joining within the week gets you [the joining offer]. Which of those sounds more like you?
ClientFor my back I think I want the Reformer every time. Elevate, then?
Two options, not the menu. The frequency-to-credits maths is said out loud, per-class maths on both, the £30 anchor makes £19.50 sound smart, the joining window creates the moment, and the close is a choice between two yeses. Then silence. Whoever speaks next loses.
ClientThe only thing is, twelve months feels like a long commitment.
TeamTotally fair. Two things help: it's billed monthly, not a lump sum, and twelve months is about how long the change you described takes. A strong, pain-free back isn't an eight-week project. That said, if the commitment is the sticking point, the same membership is on a three-month term at £180, you pay a little more for the flexibility. Most people look at that £24 a month difference and take the twelve. Your call, which would you rather?
ClientNo, you're right. Let's do the twelve months.
Objection handled without flinching or discounting. Acknowledge, reframe the commitment as matching her goal, then offer the real alternative with the price difference stated plainly. No apologising, no unprompted discount.
TeamBrilliant. I can set that up right now while we're on the phone, takes two minutes. I'll pop [the joining offer] on, and shall I book your Tuesday and Thursday slots as recurring so you never have to think about it? ... Done. You'll get a confirmation in a minute. The version of you in three months is going to be really glad you did this.
Sign them up in the moment, a link sent later rarely gets clicked. Recurring bookings lock in the habit. The last line sells the transformation, not the product.
TeamNo problem at all, it's a proper decision. Let me email you those two options now so it's in writing. The joining offer holds until Friday, so have a think and I'll call you Thursday morning, does that work? And if you decide sooner, just reply and I'll set you up.
Written summary, a real deadline restated, and the next contact booked before you hang up. The follow-up is now expected, not a nuisance. When you say Friday, Friday is real.
TeamHi Sarah, it's Emma from OREN. Your intro wraps up Friday and I wanted to catch you before it does. I've got a couple of options that fit what you're after, including your joining offer. I'll text them over, call me back or just reply and I'll get you set up.
Then send the two options and the Friday deadline by text. That's contact three and four of twelve, not pestering.
Don't pitch, plant, then book the next step. The two minutes after class, on a post-class high, is the best moment to plant a seed. Notice, one line of value, one question.
Check the experience, plant the joining window early. No pitch.
TeamSarah, hi! Class two, how did the first one land? Any soreness?
ClientA bit, but good sore.
TeamPerfect, that's the right kind. Quick thing so it doesn't sneak up on you: when your intro ends there's a joining offer that runs for a week after, so towards your last class let's grab two minutes and I'll walk you through the options. Enjoy, you're on bed six.
Fifteen seconds. The window is planted with days to spare, so the later conversation is expected, not sprung. Nothing to decide today, nothing to resist.
This is the conversion moment. Post-class glow, expiring intro and joining window all at once.
TeamSo, that's the intro done! How are you feeling after four?
ClientReally good. I didn't expect to enjoy it this much.
TeamThat's what we love to hear. You said you could do twice a week, Elevate gets you exactly that, eight Reformer classes a month at £156, which is £19.50 a class instead of £30 dropping in. And your [joining offer] applies if we set you up this week. It takes two minutes and I'll book your regular slots at the same time, shall we do it now while you're here?
Everything from the phone script, compressed. If she hesitates: "No pressure, I'll email the options now and the offer holds till Friday, I'll check in Thursday." Same nurture ending, thirty seconds.
Kind, honest maths. They are paying nearly double per class and probably haven't done the sums.
TeamThat's £30, although, Jo, can I say something as the person who watches you book every week? You're in twice a week on drop-ins, about £240 a month. Elevate covers all eight of those for £156, you're paying over £80 a month more for no reason. Want me to show you now, it takes two minutes?
ClientWait, really? Go on then.
Framed as being on their side, the maths stated plainly, the ask tiny. Some regulars genuinely prefer drop-ins, that's fine and profitable. Say it once, warmly, not weekly.
Convert the buzz into a £59 intro before they leave the building.
TeamSo glad you came with Lucy, what did you think?
ClientLoved it, harder than it looks.
TeamAlways is! If you fancy a proper go, the intro is £59 for four classes over two weeks, enough to actually feel a difference, and you two could book the same slots. Shall I set you up now so you and Lucy can grab Thursday together?
The buzz is highest now, and "book the same slots as your friend" removes the biggest barrier, coming alone. If they demur, take their number and text the intro link. A captured lead, not a lost one.
Protect trust. Never guess, always capture.
ClientHow does [a detail that isn't finalised] work?
TeamGreat question. That exact detail is being finalised this week and I'd rather give you the right answer than a guess. Give me your number and I'll message you the moment it's confirmed, you'll be the first to know.
"First to know" turns a gap into VIP treatment, and the number turns a question into a lead. What kills trust isn't the missing answer, it's an invented one. Then make sure the promised message actually goes. Note: credits and recovery are confirmed, so answer those directly. Reformer is 3 credits, everything else 2, and recovery is booked separately with the member discount.
Convert good feelings into a booked next visit. Works on everyone.
TeamYou looked strong in there today. Same time Thursday? I can make it recurring so it's just yours.
ClientGo on then.
Ten seconds. A booked client is a retained client, and a recurring booking is a habit. This one sentence protects more revenue than any campaign.
- Asked where they are now and where they want to be, and actually listened.
- Prescribed a frequency using the 2× rule, framed around their results.
- Offered one or two options, not the whole menu.
- Quoted the per-class maths out loud, anchored against the £30 drop-in.
- Mentioned the joining window or a real deadline.
- Closed with a question, then stopped talking.
- Handled anything unconfirmed honestly, no guessing, details captured.
- Adapted to the buyer type, and booked a concrete next step before the end.
The full role-play pack, with buyer-type cards, timed scenarios and this checklist, is in the shared Sales drive for team practice.
Quick reference
Prices in GBP, per month. The 6 Month column is team only, never shown to clients.
| Membership | Credits | Ref | Mat | 3 Mo | 6 Mo | Annual | Founding |
|---|
| Reformer | 3 credits |
| Mat | 2 credits |
| On-demand | 2 credits |
| Recovery | Booked separately |
| Reformer | £30 |
| Mat | £20 |
| On-demand | £20 |
| Recovery | £25 |
| Membership | Discount | Reformer | Mat | Recovery |
|---|
5 sessions £115 (£23 each, valid 3 months) · 10 sessions £220 (£22 each, valid 4 months). The one existing recovery member stays on his legacy plan.
- Minimum terms of 3, 6 or 12 months, paid monthly. After the term it rolls monthly, cancel with one month's notice.
- 14 day change of mind from joining: full refund, less any classes taken.
- Early release during the term: lower of £250 or the payments remaining.
- Fee waived for illness or injury, pregnancy, redundancy, or moving away. Offer a freeze first.
- Class cancellation: 12 hours before returns the credit. Inside 12 hours or a no-show forfeits it and adds a £5 fee. Private 1:1s need 24 hours.