Set it up once. Every client gets the perfect follow-up, forever.

Okay, hear me out on this one. There is a very specific window of time after a pilates class during which a client is most likely to take action on any message you send them. That window is roughly 90 minutes to 3 hours post-class. Here is why.

Right after class, clients are in a physical recovery state. Slightly fatigued, endorphins still present, phone probably in their bag. This is not the moment to ask them to do anything. They are focused on getting water, showering, getting back to work or picking up kids.

But at the 2-hour mark, they are back in their normal rhythm. They are at their desk, or on the couch, and the class is still fresh. The benefits they felt (the lengthened muscles, the improved breath, the core engagement) are still physically present. They are in a state of mild positive affect about the class. That is when the feedback request arrives. The timing is intentional and it matters.

Compare this to sending a feedback request at checkout, before they even leave. The experience is not complete yet. They have not had time to reflect. The rating they give is reactive and generic. Or sending an email three days later, when the class is a fuzzy memory. Neither approach captures the genuine post-experience state that produces honest, detailed feedback.

The 2-hour window is a deliberately chosen moment in the client's day. And with SMS open rates at 98% and most messages read within 90 seconds of receipt, the message actually reaches them. Email at 20% open rate is not a reliable channel for this kind of time-sensitive communication.