How to Onboard a New Client in Kilo GMS [In-Person]

When a client says “yes,” your onboarding workflow should be straightforward and only take a few minutes — and prevent 95% of future login, payment, and booking issues.

This guide walks you step-by-step from sale → activation → payment → booking if you sell via an introductory conversation.

Overview: What “Complete Onboarding” Looks Like

By the end of onboarding, your new athlete should:

  • ✅ Have an active Kilo login
  • ✅ Have a payment method on file
  • ✅ Be assigned to the correct package
  • ✅ Be charged
  • ✅ Know how to reserve classes

If all five are done during the intro meeting, you’re set up for success.

Step 1: Make the Sale

Confirm:

  • Package
  • Price
  • Start date

Once they commit, move immediately into system onboarding.

Step 2: Add Them to Kilo

There are two possible workflows depending on your setup.

If You Use the GLM → GMS Integration (Recommended)

If you’ve approved the integration between Gym Lead Machine (GLM) and Kilo GMS:

  1. Mark the opportunity as Won inside GLM.
  2. The contact will automatically push into GMS as a new athlete.

No double entry required.

If You Do NOT Use the Integration

  1. Go directly to Kilo GMS
  2. Add them manually as a New Athlete

Step 3: Have Them Activate Their Account (Right There With You)

As soon as they are added to GMS — whether manually or through the integration — Kilo automatically sends an Activation Email.

💡 Best Practice: Do this while they’re still sitting in front of you.

Have them:

  1. Open their email
  2. Click the activation button
  3. Set their password

This prevents:

  • “I never got the email”
  • Forgotten passwords
  • Delayed onboarding
  • Support tickets later
View of activation email in inbox
Body of activation em

Step 4: Have Them Log In

Once activated, have them:

  • Download the Kilo app

    OR

  • Log in via browser

Make sure you physically see them log in successfully.

If they can log in now, they won’t struggle later.

Step 5: Add a Payment Method

Once logged in, guide them to:

  • Add their payment method
  • Confirm it saves properly

⚠️ Waiting to collect payment details later almost always creates friction and follow-up work.

Collect payment information at the time of sale whenever possible.

Step 6: Assign Their Package + Process Payment

Now that:

  • Their account is active
  • They’ve logged in
  • A payment method is saved

You can:

  1. Assign their package
  2. Charge them

At this point, the sale is fully completed inside Kilo.

Step 7: Show Them How to Reserve Classes

Once a package is assigned:

  • The schedule will automatically populate with the classes they have access to.
  • They can self-reserve immediately.

Take 60 seconds to show them:

  • How to reserve a class
  • How to cancel
  • Booking window rules
  • Any waitlist behavior

💡 If you require signed documents before booking, remind them to complete those before leaving.

This moment sets the tone for autonomy and confidence.

What If You Don’t Want to Complete Step 7 During the NSI?

While we strongly recommend completing onboarding during the sale meeting, you can alternatively:

  • Mark the opportunity as Won in GLM
  • Allow the New Client Campaign in GLM to begin automatically

Many gyms customize one of the early emails in the New Client campaign to include:

  • Login instructions
  • App download links
  • How to add a payment method
  • How to reserve classes
  • Studio expectations

Even if you complete onboarding in person, reinforcing instructions via email is a smart retention move.

For the cleanest experience:

  1. Make the sale
  2. Mark as Won (or manually add in GMS)
  3. Have them activate immediately
  4. Have them log in
  5. Add payment method
  6. Assign package + charge
  7. Show them how to reserve
  8. Allow the New Client campaign in GLM to provide additional information (once you've customized the messaging)