The January join frenzy is upon us and we know health club operators are trying to find that magic formula to manage the chaos while still maintaining a consistent member experience. This series will show you simple and effective strategies to utilize technology to unburden your staff, and improve your club’s ability to provide exceptional member experiences.
The first installment of this series will help potential members self-serve as they make New Year’s resolutions and allow your staff to have more time to focus on creating an exceptional member experience.
In today’s digital world, club management online options such as new member enrollment, purchasing personal training packages, scheduling appointments and updating personal and financial information are essential. Members and potential members enjoy the convenience of managing their own member experience. Having an online portal that integrates with your website allows you to engage your members at their convenience.
Your new January joins may feel uncomfortable having in-person interactions about their fitness program as they get used to being a member at your health club. Giving them online options will allow them to interact where they feel most comfortable and give them the space they need to start their health journey.
Today’s business environment requires a fast, flexible approach to customer services. By opening up online services, you will open a whole host of benefits for your staff and your members.
- Give members freedom to join on their own schedule
- Reduce data entry errors
- Reduce the line and wait for members at the front desk
- Overcome errors or frustration related to language barriers and handwritten forms with illegible handwriting
- Give your members easy access to all kinds of information that will increase
It may seem counterintuitive but by allowing technology to take some of the load of club management, you’re really allowing for better member experiences all around. Think about it; all these benefits boil down to reduced member and staff time and frustration.
If you are able to save 5 minutes per transaction when signing up a new member, you’re improving the experience by 5 minutes – and when you’re processing multiple new members each day, that can make a significant impact on your bottom line. Another way to think about online services is having a virtual sales team at your fingertips. Online sales leverage the power of technology, creating new revenue streams while maximizing existing ones without adding overhead or sacrificing your member experience.
While the convenience of technology is great, you don’t want to lose the relationship aspect of joining a community. Offering online services does not have to take away from the member experience. One way to make that connection is requiring new members to tour the facility or have a new member orientation.
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