Member empowerment has always been an important motivational factor for members to achieve their goals, however member empowerment is now more important than ever. As COVID causes the need for dynamic and agile changes to memberships, empowerment is something that can be woven into your day to day operations, in order to serve your members as best as possible, so your club can be as healthy as your members. All the features in this article are part of the FitSense Member App and have a broad scope in terms of how they empower members, whilst making your lives as club owners & managers easier at the same time. Empowerment can be so important, as it can often be the source of competitive advantage over other clubs in your area. Handing over the tools that your members need in order to be successful, can be a significant step to help them to achieve their goals, which can contribute towards winning new members, and retaining existing ones.
1. In App Joining
In app joining is one of FitSense’s newest features, and it does exactly what you would expect. Anyone can now join a club through FitSense, enabling them to sign up without any face to face contact with the club. In these times, as many consumers limit their time spent in public spaces, in app joining can help you to achieve membership sales where some prospects may have been deterred by arranging an appointment in club.
2. Online Cancellations
Make sure members can send you an online termination request. Not only does this provide the member with a sense of control, but it also provides a useful channel of communication between you and your members. If they can send online termination requests, you are more likely to be initiated in conversation with members who are at risk of leaving. Knowing who these members are is key to retaining them, as it should enable you to be much more responsive and contact each member individually to let them know their value and persuade them to stay. On top of that, we know how frustrating it can be when members don’t follow your cancellation policy, so make sure that members can easily follow this, by enabling online cancellations. Online cancellation requests will be coming to FitSense soon, and the feature is currently in development, so watch this space!
3. Direct Debit Reinstatement
Over the course of COVID, unfortunately members have often cancelled their Direct Debit instructions with the bank over fear of mis payment. Consequently, they all needed reinstating. This new feature in FitSense allows your members to process a Direct Debit reinstatement themselves, in a quick and easy process that prompts them to fill in their bank details when logging into the app. With this feature in action, your number of members on hold is likely to be smaller, as some of the workload is taken care of without you having to manage each member individually in club. Not to mention the added level of control members have, which should help you to avoid any payment mistakes and keep them longer as a result.
4. Plan & Book a Visit
These features in FitSense allow your members to plan and book visits ahead of time. The club capacity insight tells your members how many people have been in club over the last week, and the current number of members in club. Giving your members this information can be crucial in empowering members, by enabling them to pick a time slot that they feel comfortable with. These features are easy and quick to use and will give members a real insight into how busy the slot they wish to book will be – something that is particularly important for more anxious/hesitant members. With this information at hand, members can have full control over bookings and cancellations.
5. In app arrears payments
Empowering your members to be able to reconcile their own payment issues before you need to intervene, has clear benefits. Not only does it mean that you are more able to quickly resolve members in arrears and reduce admin, but it also means that your members can more easily ensure that they are kept up to date, and are able to attend the club in good standing. No member wants to be referred to credit control, and this feature will help them to avoid that becoming necessary, as well as increasing the likelihood of arrears being collected.
In summary, with these features, your members will have more control, and you will have fewer admin tasks to complete and will be more able to deliver an outstanding level of customer service.