Manage your clients

Clients is your customer list. Every person who books with you gets a client card automatically, and you can add people yourself. Open it from Clients in the sidebar.

#The client list

The table shows each client's name and member number, contact details, membership, last visit, language, birthday and consents. Small icons mark VIP clients and clients on Watch. Clients marked as players carry a Player badge.

• Membership shows the client's current membership or pack, with the visits left on a pack, and +1 more when they hold more than one. A paused plan is marked Paused, and an unpaid one Past due.
• Last visit is the date of their last check-in at the door or desk, or of their last booking that has started, whichever is later. The date is in your business's time zone.

On a phone, each client shows as a card with the name, contact, membership and last visit.

My clients

Choose My clients above the list to see only your own clients as a trainer: clients assigned to you, and anyone with a session, standing booking or class seat on your calendar in the last 12 months or ahead. All clients shows everyone you may see again. The owner and managers can use My clients too; it lists their own clients when they also train. The search box and the order menu work inside My clients. It shows up to 200 clients; with more, it keeps those with the nearest upcoming or most recent sessions.

The list shows 50 clients a page, newest first. To go through them alphabetically, choose By name in the order menu next to the search box. The list sorts by last name, then first name; a client with only a first name sorts by that. Lower-case and accented names (Šarlote, Õie) sort where the Estonian alphabet puts them. Below the list you see which clients are on the page and how many you have in total. Use Previous and Next to move between pages.

Type in the search box to find someone among all your clients, not only the page you are on. Search matches the name (also without accents, so "tonu" finds "Tõnu"), email, phone number, member number, tags and the ID a client had in your previous system. Type a whole personal code to find its client; only staff who can edit clients can search by it. The best matches come first, and a search shows up to 50 of them. If the person you need isn't there, add more of their name or another detail.

You can also find a client from any page: press ⌘K (Ctrl+K on Windows) or click the search box at the top, type part of their name, email or phone number, and pick them to open their card. The same search lists today's and upcoming bookings for a client's name, and actions such as New booking, Block time and Add client.

The Consents column shows what the client agreed to: Marketing, Rankings, Camera and Discoverable. Only clients who agreed to marketing receive campaigns: a client with no recorded answer gets none. A client who unsubscribes from a campaign email loses the Marketing consent.

#Add a client

1. Click Add client.
2. Enter the First name. Everything else is optional: Last name, Email, Phone, Address, Birthday (pick the day and the month, or leave both empty), Language and Notes.
3. Click Add client.

If something is wrong, such as a mistyped email, the message shows under that field. Language sets the language of messages to this client; leave Same as your business to use yours. A client with only a first name is fine; add the last name later. You can also add a client straight from the New booking window, where what you typed in the search box is split into first and last name for you (on the last space). See Create a booking.

With a birthday, the client shows up under Birthdays today on the Today board.

Keep the email on the card correct. When a client you added signs up to Nola with that email, confirms it and then books, joins or buys something from you while signed in, the bookings, standing bookings, memberships and unpaid balance you recorded for them move to their own account. Signing up alone moves nothing, so no business can take over someone's records by typing their email. If you fix a mistyped email, only the corrected address counts.

Under Payments, a payment can show a refund Nola could not finish:

• Refund owed by hand: refund this amount to the client yourself. When you have, someone with write access to money (Owner, Manager or Reception) clicks Refunded by hand. The payment then shows the amount as refunded, and a fully refunded payment no longer counts as money taken.
• Waiting for Montonio: the refund was sent and Montonio has not answered yet. Nothing to do.
• Refund pending: Montonio never answered, so the refund may or may not have gone through. Check the payment in Montonio. Then, if you have write access to money (Owner, Manager or Reception), click Montonio confirmed refund if it went through, or Not refunded – refund by hand if it did not. The second marks the amount as owed by hand, so refund it to the client yourself.

#Open a client card

Click a row to open the card in a panel on the right. On a phone it fills the screen. The top of the card stays in place while you scroll:

• The client's name, member number and the date they became a client, with badges for VIP, Watch (with its reason), child, guest or player, and a strikes badge once the client has no-shows or charged late cancellations. Set the strikes limit under Services → Rules, in Repeat no-shows.
• Edit, and the VIP and Watch buttons. Watch asks for a reason, which then shows on the card for reception. The ⋯ menu next to them has Export data.
• Totals: Attended (for example "3 of 5 bookings": the client came to 3 of their 5 bookings), Spent, Owed and Wallet balance.

Below it, the card has these sections. Click the title of Training, Details, Activity, Trainer messages or Children to fold it away or open it again.

• A red warning when your last email to the client bounced or the client marked it as spam. Ask the client for an address that works and update the card. The warning goes away once an email to the address arrives.
• Trainers: the client's trainers. Assign one with Assign a trainer. See Manage trainers.
• Notes: the Profile note you keep on the client (change it with Edit), then notes from you and the trainers, each with a type (Note, Session, Goal or Injury) and who may read it. Injury notes are only shown to trainers and managers.
• Training: the client's current workout programmes, with the trainer who gave each one, its start date and the week of the plan the client is in. Only the owner, managers and the client's own trainers see it. The client's own trainers also see how many of this week's workouts the client has done and when they last trained, once the client shares their training; the owner and managers who don't train the client don't. Trainers open the full progress page with Progress. See Workout programmes.
• Details: email, phone, address, personal code, birthday (with the year when you know it), language, whether they have a login to book online, consents, the client's photo, emergency contact and their ID in your previous system. Under them are the client's tags (type in + tag and press Enter to add one, click the X on a tag to remove it) and the leaderboard switch.
• Memberships and packs: every plan the client has, with its status. Click one to open the member. See Sell plans and manage members.
• The client's wallet credit.
• Activity: a timeline with tabs for All, Bookings, Payments, Wallet, Passes (the packs they bought), Ratings and Inquiries.
• Trainer messages: the client's conversations with their trainers. Only the owner and managers see them, and only when Owner and managers can read trainer and client messages is on. See Manage trainers.
• Children, folded away until you open it, where you can add a child with a name and, if you know them, the birthday (day and month) and the birth year. The list shows each child's birthday and, with the year, their age. Children can be booked and enrolled in groups under the parent's account.

What team members see

• Coaches only see clients who have booked with them or are assigned to them, and never see personal codes. Their list has no total or page numbers; Load more shows the next clients. On the card, the timeline only lists bookings on their own calendar.
• Staff without Money access see the timeline without payments, wallet or amounts. Spent, Owed and Wallet show zero.

Roles and access are set under Settings → Team. See Invite your team.

#Edit a client

Click Edit on the card, or Edit in the ⋯ menu at the end of a row. You can change the first name, last name, email, phone, address, personal code, birthday (day, month and year), language, member number, profile note and the marketing and camera consents. Click Save.

• Only the owner or a manager can change the email, because a client who signs up with that email gets the card's history. The email must not belong to another client card at your business.
• An 11-digit personal code is checked as an Estonian isikukood, so a mistyped digit is caught. Codes from other countries are saved as typed (4 to 30 letters, digits or dashes). Some foreign codes, such as a Polish PESEL, also have 11 digits: when the check fails for one, tick This is a code from another country and save.
• Changes to the email, the member number and the personal code are recorded in the audit log. The log notes that the personal code changed, not the code itself.
• A member number must be a whole number that no other client has. Leave it empty and Nola gives one when the client gets their first membership.
• The consent for the public club leaderboard (rankings) has its own switch on the card, in Details under the tags. It shows only while Players and rankings is on in Modules. A gym's attendance leaderboard has no switch here: members join it themselves on My activity (see Your door pass).
• Photo in Details: Add photo (on a phone it opens the front camera), Change photo or Remove photo. Add one only with the client's consent. The photo shows at the top of the card and to staff at check-in. Clients can add their own photo in their account when you haven't added one; the change is recorded in the audit log. A client's own photo shows at the desk but doesn't count as A photo on file for unstaffed door entry until you add one.

#Export a client's data

When a client asks for a copy of their data, open their card, click ⋯ next to Watch and choose Export data. You get one JSON file with everything your business holds about them. The option shows for the Owner and for a Manager (or anyone given access to clients, money and exports), and only on clients that person can see. Reception, Coach, Accountant and Staff don't see it by default. See Privacy, GDPR and data retention.

#Remove a client

Open the ⋯ menu at the end of a row. Remove is there for the Owner, Manager, Reception and Staff. A member limited to some locations, some resources or their own calendar (a Coach, for example) doesn't see it.

• Remove asks you to confirm. The client card moves to Trash, and bookings and history stay in place. Click Undo in the message to bring it straight back.
• A removed client's door passes, PINs and cards stop working at once, and work again if you restore the card.
• A client with a membership that hasn't ended can't be removed: Nola shows "This client has a membership that hasn't ended. End it before removing the client." End the membership first, so they aren't billed after they are gone.

#Merge duplicates

Find duplicates is for the Owner, Manager, Reception and Staff. It isn't shown to members limited to some locations, some resources or their own calendar, because a merge changes cards across the whole business.

The same person sometimes ends up on two cards, for example after booking once as a guest and once signed in.

1. Click Find duplicates. Nola lists groups of cards with the same email, phone or exact name.
2. In each group, choose Keep this card on the one to keep.
3. Click Merge into selected.

Bookings, memberships and packs (including ones the card pays for, with their charges) and children move to the card you kept. Where the kept card has no email, phone, address or personal code, it takes them from the others. The other cards go to Trash.

If one of the cards belongs to a member who has signed up to Nola, the card you kept goes to their account, whichever card you keep. The bookings, standing bookings, memberships and unpaid balance you recorded on a card you added move to that account too.

A member's account can have only one card at your business. If their account's card is not among the cards you merge, Nola names that card and asks you to merge it together with the others.

#Open a client from anywhere

Open client in the calendar and in the bookings list takes you straight to that client's card.

#Related

• Players and training groups
• Client wallets
• Import your data
• Privacy and GDPR