Clients: who comes here, when, and what is outstanding

What it is for

Clients is the client file of your location. Every golfer who had a lesson or a course here is in it, with their last visit, their coach, what is still outstanding, what they paid here and whether a next lesson is planned. Every front desk role can open it, schedulers included.

At the top are five figures about the whole file: the number of clients, how many are active (did something in the last 90 days or have a lesson planned), how many are new (first lesson in the last 30 days), how many are dormant (have been here, but nothing for 90 days and nothing planned) and the total that is outstanding. These figures do not change when you filter.

Looking up a client

Type a name, phone number or email address in the search field. The list filters as you type. Search also looks at golfers who have never been here, so you can find someone who phones straight away and book them in.

Under the search field are the segments as buttons, with the count next to them: All, Active, New, Dormant, Outstanding, No-shows, Course participant, Package and Recurring lesson. Click a segment and the list shows only those clients. You can also filter by a tag, by a coach (if the club has more than one coach) and by the level from the learning path. Clear filters resets everything.

You can sort by last activity (default: whoever was in last at the top), name, outstanding amount, most paid, number of lessons or next lesson. The Paid column counts what a client paid for lessons through this club; courses and packages are not included.

The list shows 50 clients per page; you page on at the bottom. Searching, filtering and sorting cover the whole file, even with thousands of clients. The CSV button saves the page you see.

Several clients at once

Tick clients in the first column, or tick the box in the header to select everything on this page. On a phone the tick sits next to the name on the card. As soon as something is ticked, a bar appears with what you can do with it. If there are more clients in your selection than fit on this page, one click picks all the clients in the selection, including the pages you have not seen yet. If you change the filter or page on, the ticks lapse: that is a different list.

• Add tag and Remove tag put an existing tag on all selected clients or take it off. Only a club admin or owner can do this; you think up new tags on the client card. If the club works with several coach sites, the action runs per coach site and ClubDesk skips a coach site that does not know the tag; if no coach site knows the tag, nothing happens and ClubDesk says so. Above two thousand clients in a selection the button does not work: refine the selection first, so you are sure which clients you are labelling.
• Email opens your own email program with the addresses in bcc, so the clients do not see each other's address. More than fifty addresses do not fit in one email; ClubDesk then divides them into groups that you open one by one. Clients without an email address and clients who do not want messages stay out. You write the text yourself. ClubDesk sends nothing and does not keep the text, only that you prepared a message.
• CSV of selection saves the ticked clients as a file, with the same columns as the CSV button at the top. For "all in this selection", ClubDesk fetches at most two thousand clients; if you have more, refine the selection first.
• Clear selection turns all the ticks off.

If the club works with several coach sites, ClubDesk fetches at most five hundred clients per coach site for "all in this selection" when emailing and for CSV. You get a notice about it; in that case, pick the coaches one by one.

Creating a new client

If a golfer reports to the front desk who is not in the system yet, click New client. Name and phone number are required, email is optional. There is one profile per phone number: if the number already exists, ClubDesk opens that profile instead of creating a duplicate. After that you are straight on the client card and can book a lesson.

Importing clients

If you are switching from another system or have your clients in Excel, click Import next to New client. Only a club admin or owner sees that button. It goes in four steps on one screen.

1. Choose the file. A CSV with semicolons or commas, or an Excel file (.xlsx). For an Excel file, the first sheet counts.
2. Link the columns. ClubDesk guesses the mapping from the header names (name, or first name plus last name, phone, email, note, tags, handicap) and you adjust it per column. Name and phone are needed, the rest may stay empty. First name and last name are joined with one space.
3. Check. You see how many rows are coming in, how many are skipped and how many numbers appear twice in the file, with the first ten rows as a preview. You download the skipped rows as a CSV, so you can complete them in your own file.
4. Import. If your club has more than one coach site, first choose where the clients land. The file goes up in blocks of 200 rows; on the button you read how far it is.

What the import does and does not do:

• The phone number is the key, as with New client. If a row has no number but does have an email address, the address is the key: if that address already belongs to a client, the row belongs with them. Only a row without a number and without an address is skipped, with the reason next to it. Two rows with the same number (or the same address) in one file are merged.
• If the number is already in ClubDesk, that profile stays as it is. Only empty fields are filled in: email, note and handicap. A name or a note from the coach is never overwritten.
• If a number appears twice in your file, it becomes one client. The first row wins and the notes are joined.
• One email address belongs to one client. If a household shares one address, the first client gets the address and the rest do not; the profile is there, with name and number.
• Tags from the Tags column are recognised by name; a tag that does not exist yet is added by ClubDesk in grey.
• Afterwards you read how many clients are new, how many already existed and which rows failed, with row number and reason. Importing the same export again does not create duplicate clients.

Importing lesson history

After the clients you can add the lesson history: who had a lesson when with which coach. Without those rows, a client who has been coming for ten years shows after the import as "Not visited yet" and in the New segment, with an empty timeline. At the top of the import screen, under What are you importing?, choose Lesson history.

It goes through the same four steps. When mapping, these columns are there:

• Date is needed. ClubDesk reads 05-03-2024, 2024-03-05 and the date as a number from Excel; a cell with date and time in it is also fine.
• Phone or Name is needed to find the client. The number goes first; if there is no number, we search on the name exactly as it is in the file. If there is a number but ClubDesk does not know it, the row is skipped: we do not attach it to a namesake by chance.
• Time, Lesson type or description, Coach, Amount and Paid may stay empty. Amounts may be 67,50 or 67.50, paid reads yes, no, x, 1 and 0.

At the check you see how many rows are coming in, how many have no number and no name and for how many the date could not be read. Which clients we could not find you read after importing, with row number and reason. You download the skipped rows as a CSV. ClubDesk recognises by itself whether the dates are written as day-month or month-day (a ProAgenda export is American); if that is wrong, you switch the format. If you map a column to Number of participants, blocks and breaks with zero participants drop out by themselves. Packages with remaining credit are not imported here but in the management of the coach site, under Packages.

What the import does and does not do:

• The client has to be there already. Rows that belong to nobody are skipped; import your clients first and then run this file again.
• Importing the same lesson twice adds it only once: client, day, time and description together are the key.
• Imported lessons count as a visit: in the client list under lessons, last visit and the segment, and on the client card under Lessons taken, with below it how many come from the previous system.
• On the timeline they carry the Previous system badge. There is no Paid button on them: that lesson was settled in your old system and ClubDesk does not count it in Outstanding.

The client card

Click a name and you see:

• Contact with buttons to WhatsApp, call, email or prepare a Message, and a Book lesson button that opens the schedule with this client already filled in. With the pencil next to the contact details you change name, phone or email; what you change here the coach sees too.
• Tags: short tags that the club thinks up itself, such as "Member", "Corporate client" or "Juniors". Every club member can put tags on a client; thinking up new tags and throwing away old ones can only be done by a club admin. On the client list you can filter by a tag.
• Duplicate profiles: if the same phone number is on more profiles, you see that here with the other names, so you pick the right one when booking.
• Five figures: lessons attended (with the number of planned lessons below), last visit, outstanding amount, amount paid (lessons through this club) and the number of no-shows. If several lessons are outstanding, there is a Mark all as paid button under the outstanding amount; it first asks for confirmation with the number of lessons and the amount.
• Package and recurring lesson: which cards still have credits and until when, and which recurring lesson is running.
• Timeline: everything that happened with this client, newest at the top: lessons and no-shows, payments, course sign-ups, follow-up from the Academy, emails the client received (with whether they were delivered or opened), messages the front desk prepared, note and tag changes, and that the coach wrote a report card or received a swing check. You do not see the content of report cards and coach notes, only that they exist. With the buttons above it you filter by type. A lesson that is still outstanding has a Paid button; it does exactly the same as marking as paid on Outstanding, and can be undone.
• Note: one text field for the whole team. What you write here the coach also sees on their own coach site, and the other way round. You save with the button, not automatically.
• Golf profile and learning path: handicap and goal if the golfer filled them in, what level they are at and whether they are ready for a follow-up. You sign up through the Academy client page, the link is there.
• Courses: the course history with attendance, with a link to each course.

Preparing a message

With the Message button on the client card you prepare a WhatsApp or an email in two clicks. You choose a template, adjust the text and click Open in WhatsApp or Open in email. WhatsApp or your email program opens with the text already in it; you press send yourself. ClubDesk sends nothing for you.

The templates are:

• Outstanding amount: what is still open, which lesson it is about, and that payment can be made at the front desk or through a payment link from the club.
• Lesson confirmation: date, time, location and coach of the next lesson.
• Lesson reminder: the same lesson, but as "today" or "tomorrow".
• Not seen in a while: for a golfer you have not seen for some time.
• Offer next step: the next step from the learning path, asking whether you may sign them up.
• Blank message: only the greeting and the sign-off, you type the rest yourself.

A template is only in the list if the data is there. No outstanding amount, no message about outstanding; no planned lesson, no confirmation. The greeting uses the first name, the sign-off your own name and that of the club.

The same button is in the lesson details in the Schedule (with that lesson as context) and on Outstanding, where the WhatsApp button already prepares the message about the outstanding amount.

On the client's timeline it says that a message was prepared, with the channel, the template and who did it. We do not save the text itself: you can adjust it, and then the timeline would show something other than what the client received. If Do not contact is on the card, the button is grey.

Households

A parent with two children who take lessons is one household with one payer. On the client card you set that up with the Household button: give the household a name (leaving it empty is fine, then it becomes "Household" plus the payer's surname), look up the other members and choose who pays. If there is a warning about duplicate profiles on the card, it has a Make them a household button with those profiles already ticked. If a duplicate profile does not belong to the household you already have, that warning stays, with the Add to the household button.

From then on, on every card in the household you see a block with all members: who the payer is, how many lessons each member had, when the next lesson is and what is outstanding per member, with the household total next to it. On a child's card it says who gets the bill, with a WhatsApp and a call button to the payer, so you do not have to look up the other card first. If the payer is on Do not contact, the WhatsApp button is gone.

On the client list, each member gets a badge with the household name. Click it and the list shows only that household. Searching on the household name works too, also for children with a different surname.

With Edit household you change the name, switch payer, or add or remove someone. A client belongs to at most one household; if someone is already in another household, ClubDesk says so. Dissolve household only removes the link: the clients and their history simply stay.

Juniors and parents

You reach a junior through the parent. ClubDesk arranges that with the household and the date of birth, without a separate "parent" link: the household's payer is the parent or guardian.

On the child's client card, set the Date of birth (via Edit contact details, also in New client) and put the child in one household with the parent, with the parent as payer. If the child is under 18, the card shows a Junior badge with the age, and the contact line says Via parent with the parent's name and number. WhatsApp, Call, Email and Message then go to the parent. The same applies on Follow-up, the invitation list, the waitlist, Outstanding and Today: under the child's name it says "via parent" and the buttons go to the parent. If the parent is on Do not contact, those buttons are gone. If the parent has no phone number but the child does, the child's number stays.

Without a date of birth nothing changes: ClubDesk then sees the child as an ordinary client. When the child turns 18, "via parent" lapses by itself.

Note: confirmations, reminders and payment links from the system go to the email address on the child's profile. If the child has no address of their own, fill in the parent's address. The client list does not show age; use the Juniors tag there to filter.

What does and does not count

• Only lessons at your club's locations count, and courses at a location of your club or without a fixed location. A lesson of the same golfer at another club is not visible here.
• The outstanding amount follows the same rule as Outstanding: a lesson from today already counts, packages, subscriptions and gift vouchers do not.
• A cancelled lesson is not in the history. A no-show is, with a red marker.
• Imported lessons from your previous system count towards lessons and visits, but never towards outstanding or no-shows: that money was settled there.
• Emails that only the club or the coach received (such as a sign-in code) are not on the timeline.

See also Schedule for booking from the client card and Outstanding for the work list of everything that is still open.