Client Management and Retention

One of the key factors in growing a successful fitness club is customer retention. Keeping your customers happy and coming back through the door is what’s going to keep you in business. But if you don’t have the administrative processes in place to ensure your customer’s experience of dealing with your club is smooth and stress-free, chances are they will find somewhere else that does.

A comprehensive software package could mean a world of difference for staying on top of your club’s operations. Clubware includes a full range of features that help you provide your customers with an outstanding experience as you administer everything from member arrivals, classes and bookings, to accounts, concession cards, reports and even retail management through the one integrated system.

Organizing your processes will provide the framework for efficient operations, but your members will only stay if they start to see results from all of their efforts. Knowledge of their fitness goals, special requirements and interests are all tools for building an effective fitness program, customized for the individual member. With Clubware’s Membership Management feature all of your members’ data is at your fingertips.

Consistent communication with your members is essential for building lasting relationships. Messages of encouragement during the first few weeks of joining help keep the newcomers motivated. Tracking their progress along the way demonstrates your commitment to helping them achieve their targets. Regularly sending your members information on new promotions and updates on the club’s activities are also beneficial for maintaining a healthy rapport and creating a social environment that continuously draws them back to the club. A Facility Management Software, such as Clubware allows you to easily manage correspondence with your members, whether it is through individual calls or bulk e-mails and SMS.

Each member is different so it is important to pay close attention. Check individual member activity and find out when they last visited or attended a class. If a member’s visits to the facility appear to be in decline, find out why and address the issues before that person decides to leave. Make a note of which activities a specific member participates in and send relevant news or special offers to peak their interest. They would surely appreciate the effort you put into personalizing the experience.

As they say, knowledge is power. Generate accurate reports on membership data to help you make informed and timely decisions that will support member retention. Do you know your member’s demographics? You can easily create a report to understand the characteristics of your members. Based on this information you can fine-tune your services to ensure that you are satisfying your key clientele. Discover which group exercise classes are the most popular and find a way to replicate this success. Identify the low-performing classes and reflect on whether you need to reallocate your resources or change your approach completely. Learn which memberships are expiring within the next 30 days and get in touch with these members immediately to encourage them to renew their memberships.

The benefits of using a Facility Management Software like Clubware are clear. The ability to manage your members effectively allows you to develop enduring relationships with your members, where retention comes naturally.

For more information on how to improve your customer retention using Clubware, contact Clubware NZ on + 64 9 4810490 or support@clubware.co.nz. You can also view http://clubware.co.nz/features/member-management/