ClubText

New member Onboarding

Automated SMS welcome sequences that help new club members get oriented, connected, and engaged from day one

The first 30 days of a club membership determine whether a new member becomes a long-term, active participant or a quiet non-renewal a year later. Welcome packets sit unread. Orientation emails get lost in inboxes. A well-designed SMS onboarding sequence delivers immediate value in a format that gets opened within minutes — guiding new members through their first month with clear next steps and a personal touch.

This guide walks through building a complete onboarding flow — from initial opt-in through the first month of membership — using your text messaging platform.

Keyword-Based Opt-In

Start by creating a dedicated keyword that new members text to join your messaging list.

Setting Up the Keyword

  1. Navigate to Keywords and create a new keyword
  2. Choose a memorable word: club, WELCOME, member, or your club's name
  3. Set the auto-reply to a welcome confirmation message
  4. Assign the keyword to your New members group

Recommended keyword strategy:

Keyword Use Case Where to Promote
club General new member opt-in Membership packets, front desk
WELCOME Orientation sign-up Welcome letter, orientation materials
JOIN Prospect inquiry Website, social media, open house events

Promoting Your Keyword

Include your keyword in the new member welcome letter, on the front desk check-in display, in the locker room, on your website's member portal, and in any orientation materials. The more places it appears, the more opt-ins you collect.

Signage example:

New member? Text club to [your number] to get started with club updates, event invites, and facility info.

Welcome Message Sequence

Use a Custom Join Message campaign to automatically send a series of messages when a new member joins the New members group.

Day 1: Immediate Welcome

Sent instantly when the member texts your keyword or is added to the group.

Welcome to the club, {first_name}! We're thrilled to have you. You'll receive event updates, facility info, and member resources via text. Reply STOP at any time to opt out.

Why it matters: Confirms the opt-in, sets expectations, and makes the member feel acknowledged immediately.

Day 3: New member Guide

{first_name}, here's your new member guide with everything you need — hours, amenities, dining menus, dress code, and how to book tee times and courts: [link]

Why it matters: Delivers practical, tangible value. The member can start using the club confidently.

Day 7: Connect with Activities

{first_name}, looking to get involved? Here's what's happening this week at the club: [link]. Whether you're into golf, tennis, swimming, or dining, there's something for everyone.

Why it matters: Moves the member from "I joined" to "I'm participating." Getting a new member to their first activity within the first two weeks dramatically increases retention.

Day 10: Meet Fellow members

{first_name}, our next New member Social is [date] at [time]. It's a relaxed evening to meet fellow members and the leadership team. RSVP by replying YES.

Why it matters: Personal connection is what turns a membership into a community. Social events designed for new members reduce the "I don't know anyone" barrier.

Day 14: Facility Tips

Pro tip, {first_name}: You can book tee times up to 7 days in advance online and reserve dining tables through the member portal. Set up your login here: [link]

Why it matters: Activates key benefits and teaches the member how to self-serve. members who use their benefits are far more likely to renew.

Day 21: Interest Group Invitation

{first_name}, want updates specific to your favorite activities? Reply with any that interest you: GOLF, TENNIS, SWIM, DINING, SOCIAL. You'll get relevant updates and invites.

Why it matters: Lets the member self-segment into interest groups, which means more relevant communication going forward and fewer opt-outs.

Day 30: One-Month Check-In

Happy one-month anniversary, {first_name}! How has your first month been? If there's anything you haven't explored yet or any questions we can answer, reply here. We want to make sure you're getting the most out of your membership.

Why it matters: Closes the onboarding loop. By day 30, the member should have used at least one amenity, attended one event, and connected with at least one fellow member.

Setting Up the Automated Sequence

Step 1: Create the New members Group

  1. Go to Contacts > Contact Groups
  2. Create a Standard Group called New members
  3. This group will be the trigger for your welcome sequence

Step 2: Create the Join Campaign

  1. Go to Campaigns > Create Campaign
  2. Select Custom Join Message as the campaign type
  3. Choose your New members group as the target
  4. Build your message sequence with the timing outlined above (Day 1, Day 3, Day 7, etc.)
  1. Go to Keywords and select your onboarding keyword (e.g., club)
  2. Set the keyword to add members to the New members group on opt-in
  3. The join campaign will trigger automatically when the member enters the group

Step 4: Handle Manual Additions

For members who join through your club office or website rather than by texting a keyword:

  1. Add the contact manually or via CSV import
  2. Assign them to the New members group
  3. The join campaign fires the same sequence automatically

Orientation Event Integration

Combine your SMS onboarding with in-person orientation events for maximum impact.

{first_name}, our next New member Orientation is this [day] at [time]. Tour the facilities, meet the staff, and learn how to get the most out of your membership. RSVP: [link]

Reminder: New member Orientation starts in 2 hours at the clubhouse lobby. See you there!

Great meeting you at orientation, {first_name}! Here are the resources we covered: [link]. Your membership director is just a text away if you need anything.

Mentor and Buddy Programs

Many clubs pair experienced members with new joiners. Use SMS to make the introduction and track the connection.

{first_name}, meet your club buddy — [Buddy Name]! They've been a member for [X] years and share your love of [activity]. They'll be reaching out this week to set up a round/match/lunch.

Track buddy assignments using a member Field called "Buddy" on each new member's record.

Transitioning Out of Onboarding

After 30 days, move members from New members to your standard segments:

  • Remove them from the onboarding group (stops remaining messages if any)
  • Add them to the appropriate interest groups (Golf, Tennis, Dining, etc.) based on their Day 21 response or orientation feedback
  • Add them to the general All members group for ongoing communications

Tips & Best Practices

  • Keep messages short. Onboarding texts should be scannable in 5 seconds. Save detailed content for linked resources.
  • Space messages 2-5 days apart. Too frequent overwhelms new members; too infrequent and they forget about you.
  • Personalize every message. Use {first_name} merge tags throughout the sequence.
  • Include a clear call to action. Every message should ask the member to do something: click a link, reply, RSVP, or set up their profile.
  • Track completion rates. Monitor how many new members reach each step of the sequence and follow up on those who stall.
  • Review and refresh quarterly. Update links, event dates, and buddy names so the sequence stays current and accurate.

Common Questions

What if a new member doesn't text the keyword?

You can still add them manually to the New members group. The automated sequence fires the same way regardless of how the member enters the group. Include the keyword in your welcome letter and follow up by phone if they haven't opted in within the first week.

How do I handle families or joint memberships?

Add each adult member as a separate member with their own mobile number. They each receive the onboarding sequence independently. For family-specific content, create a Family members group with relevant activity updates.

Should I include billing or dues information in the onboarding sequence?

Keep onboarding focused on engagement and value — not billing. Dues information belongs in your renewal reminder workflow. The goal of onboarding is to make the member excited about their decision, not reminded of its cost.