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Hedgehog Concept Ltd
Hedgehog Concept Ltd
Hedgehog Concept Ltd
Health Club Management

Health Club Management

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UNITING THE WORLD OF FITNESS
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Health Club Management

Health Club Management

features

Member payments: Maximising revenue

It’s essential for clubs that the payment process is as easy to use as possible. HCM caught up with some of the leading member payment services to find out how they’re helping clubs

Published in Health Club Management 2019 issue 7
 / IMAGE COURTESY OF F45
/ IMAGE COURTESY OF F45

ASHBOURNE MEMBERSHIP MANAGEMENT

What’s new?
A big advantage of being a centralised provider of payment collections, club software and access control, is that we’re able to call on information from every corner of the industry. For example, our new Business Intelligence Dashboard gives operators an at-a-glance view of a range of data insights, as well as various reports and invoices. Management then acts on these insights by reaching out to members with emails, texts and app push notification campaigns. All this through an online portal which can be accessed anywhere.

How does your pricing work?
For a small fee per direct debit or card transaction, Ashbourne effectively acts as the ‘back office’ of the gyms and clubs we work with. Our in-house support team handles member queries while chasing any late payers or defaulting members. This allows our partners to focus on running their clubs and creating value for members.

Alongside our payment collection services, all Ashbourne packages include our fully integrated suite of club software, including things like class booking technology and a prospect management system which can enable staff to managing the membership sales pipeline during the sales and induction process.

What else can you tell us?
We’re constantly working with our partner clubs to fine-tune the services we provide and develop new software features. In a market that is constantly evolving at speed, we have no intention of standing still!

HARLANDS GROUP

What’s new?
The service provided by Harlands Group continues to go from strength to strength and we now manage the payments for around 30 per cent of the membership payments in the UK health and fitness industry.

Our service uses technology to drastically reduce membership administration, allowing clients to focus on service delivery and sales, while at the same time reducing defaulters and increasing income. Seen as a ‘no-brainer’ in the low-cost industry for some time, our new clients include the likes of Marriott Hotels, Places for People, Active Nation, Freedom Leisure, Total Swimming and Beth Tweddle Gymnastics.

How does pricing work?
Our pricing model allows leisure operators large and small to benefit from our service as we charge per successful membership transaction. Larger clients benefit from a bespoke service where we can brand the service to their requirements. Smaller clients such as single sites and boutique studio operators get all the same technology but branded by Harlands.

Costs are nearly always significantly outweighed by the extra income we generate for clients as we change the behavior of defaulters and make it easier for members to pay – we call this ‘The Harlands Effect’.

What else can you tell us?
Harlands Group is now branching out into Euro-zone countries. This year we started to deliver our full service with local language capability in Spain and the Netherlands, and this will shortly be followed by Italy and Germany.

LEGEND CLUB MANAGEMENT SYSTEMS

What’s new?
We offer a unique proposition for customers by using a single database solution to provide our payment services. This is a key factor in boosting performance in cash collection, customer
service scores, increased member acquisition and retention.

Clients love their financial performance metrics and interactive dashboards too – which sweep in attendance, bookings, secondary spend and longevity for unparalleled business insights.

A new feature is our in-built algorithms to measure risk of default, which triggers a preemptive communication to improve collection rates.

How does pricing work?
We charge a low rate per direct debit. We avoid charging default fees to members unless clients insist, in which case this is a client revenue line. Default fees are a concern as evidence shows this damages overall member satisfaction and hurts long term.

For clients switching payment provider, we de-risk the process by providing guarantees and managing the transition. We delay service charging until we have demonstrated improved collection rates. We offer a very flexible service, so managing a transition, extracting records from planned collections, altering membership packages or record removal from credit control are all complimentary services.

What else can you tell us?
Operators are well aware that getting the direct debit function right in-house is difficult. Yet it is such a key deliverable that affects customer service so acutely and has a big impact on cash flows and revenues. Speak to a specialist provider today to see how they can help.

DFC
What’s new?
We are continuously working to enhance the customer journey at the front end and drive innovation of omni-channel payment capabilities. Our joining process takes as little as three minutes end-to-end and we recently managed to cut-down the sign-up process time by almost 75 per cent for one client.

We also provide a stable customer service solution both to clients and members. Our customer service team takes thousands of calls a day, ensuring answer rates and grade of service levels are consistently high.

How does pricing work?
At DFC, we pride ourselves on a transparent service with no hidden extras. Our pricing model is extremely competitive – we take a flat fee per transaction. This means that no matter what the transaction cost, our pricing will remain stable and our clients never have to concern themselves with inflated rates.

What else can you tell us?
We have onboarded several public and private sector clients recently, as the revenue management value proposition becomes increasingly more understood and important – particularly from a holistic perspective, where the focus is on member acquisition and re-engagement.

GOCARDLESS
What’s new?
We’re delighted to welcome easyGym and Jetts Fitness as GoCardless customers, as well as HITIO, Be Military Fit, King’s College and 1610 Leisure. We’re working closely with these businesses to boost payment success rates, improve member experience and simplify direct debit collection. In other news, GoCardless’ global network now covers 70 per cent of the world’s recurring payment volume, including the US, as we go live with ACH debit in July. We’re also busy developing tools to help customers reduce payment failures further – for example, by automatically rescheduling failed payments. More news on this later in 2019!

How does pricing work?
Business can choose between three different plans: Standard, Plus and Pro. We’re transparent with our fees: find out more at gocardless.com/pricing.

What else can you tell us?
We’re on a mission to take the pain out of payments for businesses with recurring revenue. This guide covers some of the typical problems and questions our customers come to us with – and how we can help: www.gocardless.com/guides/posts/questions-about-your-direct-debit-solution/

If you would like to get each issue of HCM magazine sent direct to you for FREE, plus the weekly HCM ezine, sign up now!
Services that reduce admin and make cash
collection easier can boost a club’s profi ts
Services that reduce admin and make cash collection easier can boost a club’s profi ts
Making the customer journey eff ortless and
intuitive results in more reliable payments
Making the customer journey eff ortless and intuitive results in more reliable payments
http://www.leisureopportunities.com/images/imagesX/918781_480375.jpg
It's essential for clubs that the payment process is as easy as possible. We caught up with some of the leading member payment services to find out how they're helping clubs...
payment software, Ashbourne Membership Management, Harlands Group, Legend Club Management Systems, DFC, GOCARDLESS,
People
I want us to make sure we’re still the go-to sector with the greatest power to improve health and wellbeing in society. We absolutely must not abdicate that opportunity
People
HCM people

Jo Smallwood

general manager, Oldham Leisure Centre
We saw the opportunity to initiate new partnerships with the Oldham Foodbank to help local residents during the COVID-19 crisis. We can’t serve our community in the way we would usually do, so we’ve moved resources to help where people need us most
People
HCM people

Ben Lucas

Founder, Flow Athletic, Sydney
We advise our Flow Athletes to complete classes at a ratio of one yoga class to one strength class to one cardio class. This combination has very positive effects
Features
Statistics
A solid 82.3% are prepared to spend the same on being active and 7.5% are prepared to spend more, making a total of 89.8%. Only 10.2% say they will spend less
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Training
Balance training is set to become a major fitness trend, with exercisers increasingly appreciating the benefits of having a strong core and good balance, particularly as they age. Lauren Health-Jones rounds up the latest product releases
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Strength
It’s considered a fundamental part of our fitness routines by medical professionals, but many exercisers, particularly women, are still put off by strength training. We asked leading suppliers what they’re doing to champion strength
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As the health and fitness industry gears up for reopening, Caroline Constantine, MD of Right Directions, shares critical guidance about safe operating procedures
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BMF, the outdoor fitness franchise company co-owned by Bear Grylls, is launching a £1m initiative designed to offer financial support to PTs and exercise professionals in getting back to work after the lockdown
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Latest News
Fitness equipment firm Nautilus Inc is looking for a buyer for its commercial equipment brand ...
Latest News
Technogym has announced the launch of live streaming and on-demand classes. The new content will ...
Latest News
A number of gym operators are concerned that local lockdowns could come into effect in ...
Latest News
Prime Minister Boris Johnson has announced that gyms may be able to reopen in a ...
Latest News
UK consumer confidence has improved significantly since the beginning of the lockdown, with a fifth ...
Latest News
The PGA Tour has recently bought 1,000 Whoop bands for its golfers, after PGA Tour ...
Latest News
ukactive has announced that Active Uprising and the National Summit are going digital as part ...
Featured supplier news
Featured supplier: Let's get restarted: Physical Company offers advice on keeping gym members safe
As countries around the world gear up to relax their lockdown rules, there remains a question mark over gyms and studios, which in many markets will be one of the last sectors to be given the green light.
Featured supplier news
Featured supplier: myFitApp launches branded live-streaming as part of its COVID-19 support package
Innovatise, the company behind myFitApp, has announced the immediate availability of its customer- branded live-streaming solution.
Video Gallery
Temple Gym - Nautilus Equipment
Core Health & Fitness
Temple Gym - Nautilus Equipment Read more
More videos:
Company profiles
Company profile: Crown Sports Lockers
Crown Sports Lockers has designed, crafted and fitted bespoke timber furniture for spas, hotels and ...
Company profiles
Company profile: TVS Group
The TVS Group supply and install sports and fitness flooring to a wide range of ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Exercise equipment
Star Trac / Core Health & Fitness: Exercise equipment
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Design consultants
Zynk Design Consultants: Design consultants
Fitness equipment
Stages Cycling: Fitness equipment
Lockers/interior design
Fitlockers: Lockers/interior design
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Wearable technology solutions
MyZone: Wearable technology solutions
Whole body cryotherapy
Zimmer MedizinSysteme GmbH / icelab: Whole body cryotherapy
Trade associations
International SPA Association - iSPA: Trade associations
Skincare
Comfort Zone - Davines S.p.A: Skincare
Property & Tenders
Greywell, Hampshire
Barnsgrove Health and Wellness Club
Property & Tenders
Derby City Council
Property & Tenders
Diary dates
21-24 Sep 2020
Loews Coronado Bay Resort, Coronado, United States
Diary dates
22-23 Sep 2020
Heythrop Park, United Kingdom
Diary dates
17-23 Oct 2020
Pinggu, Beijing, China
Diary dates
27-30 Oct 2020
Messe Stuttgart, Germany
Diary dates
03-06 Nov 2020
Online,
Diary dates
27-28 Nov 2020
Athena, Leicester, United Kingdom
Diary dates
23-26 Feb 2021
IFEMA, Madrid, Spain
Diary dates
03-04 Mar 2021
NEC, Birmingham, United Kingdom
Diary dates
03-06 Jun 2021
Expo Centre & Riviera di Rimini, Italy
Diary dates
16-17 Jun 2021
ExCeL London, London, United Kingdom
Diary dates

features

Member payments: Maximising revenue

It’s essential for clubs that the payment process is as easy to use as possible. HCM caught up with some of the leading member payment services to find out how they’re helping clubs

Published in Health Club Management 2019 issue 7
 / IMAGE COURTESY OF F45
/ IMAGE COURTESY OF F45

ASHBOURNE MEMBERSHIP MANAGEMENT

What’s new?
A big advantage of being a centralised provider of payment collections, club software and access control, is that we’re able to call on information from every corner of the industry. For example, our new Business Intelligence Dashboard gives operators an at-a-glance view of a range of data insights, as well as various reports and invoices. Management then acts on these insights by reaching out to members with emails, texts and app push notification campaigns. All this through an online portal which can be accessed anywhere.

How does your pricing work?
For a small fee per direct debit or card transaction, Ashbourne effectively acts as the ‘back office’ of the gyms and clubs we work with. Our in-house support team handles member queries while chasing any late payers or defaulting members. This allows our partners to focus on running their clubs and creating value for members.

Alongside our payment collection services, all Ashbourne packages include our fully integrated suite of club software, including things like class booking technology and a prospect management system which can enable staff to managing the membership sales pipeline during the sales and induction process.

What else can you tell us?
We’re constantly working with our partner clubs to fine-tune the services we provide and develop new software features. In a market that is constantly evolving at speed, we have no intention of standing still!

HARLANDS GROUP

What’s new?
The service provided by Harlands Group continues to go from strength to strength and we now manage the payments for around 30 per cent of the membership payments in the UK health and fitness industry.

Our service uses technology to drastically reduce membership administration, allowing clients to focus on service delivery and sales, while at the same time reducing defaulters and increasing income. Seen as a ‘no-brainer’ in the low-cost industry for some time, our new clients include the likes of Marriott Hotels, Places for People, Active Nation, Freedom Leisure, Total Swimming and Beth Tweddle Gymnastics.

How does pricing work?
Our pricing model allows leisure operators large and small to benefit from our service as we charge per successful membership transaction. Larger clients benefit from a bespoke service where we can brand the service to their requirements. Smaller clients such as single sites and boutique studio operators get all the same technology but branded by Harlands.

Costs are nearly always significantly outweighed by the extra income we generate for clients as we change the behavior of defaulters and make it easier for members to pay – we call this ‘The Harlands Effect’.

What else can you tell us?
Harlands Group is now branching out into Euro-zone countries. This year we started to deliver our full service with local language capability in Spain and the Netherlands, and this will shortly be followed by Italy and Germany.

LEGEND CLUB MANAGEMENT SYSTEMS

What’s new?
We offer a unique proposition for customers by using a single database solution to provide our payment services. This is a key factor in boosting performance in cash collection, customer
service scores, increased member acquisition and retention.

Clients love their financial performance metrics and interactive dashboards too – which sweep in attendance, bookings, secondary spend and longevity for unparalleled business insights.

A new feature is our in-built algorithms to measure risk of default, which triggers a preemptive communication to improve collection rates.

How does pricing work?
We charge a low rate per direct debit. We avoid charging default fees to members unless clients insist, in which case this is a client revenue line. Default fees are a concern as evidence shows this damages overall member satisfaction and hurts long term.

For clients switching payment provider, we de-risk the process by providing guarantees and managing the transition. We delay service charging until we have demonstrated improved collection rates. We offer a very flexible service, so managing a transition, extracting records from planned collections, altering membership packages or record removal from credit control are all complimentary services.

What else can you tell us?
Operators are well aware that getting the direct debit function right in-house is difficult. Yet it is such a key deliverable that affects customer service so acutely and has a big impact on cash flows and revenues. Speak to a specialist provider today to see how they can help.

DFC
What’s new?
We are continuously working to enhance the customer journey at the front end and drive innovation of omni-channel payment capabilities. Our joining process takes as little as three minutes end-to-end and we recently managed to cut-down the sign-up process time by almost 75 per cent for one client.

We also provide a stable customer service solution both to clients and members. Our customer service team takes thousands of calls a day, ensuring answer rates and grade of service levels are consistently high.

How does pricing work?
At DFC, we pride ourselves on a transparent service with no hidden extras. Our pricing model is extremely competitive – we take a flat fee per transaction. This means that no matter what the transaction cost, our pricing will remain stable and our clients never have to concern themselves with inflated rates.

What else can you tell us?
We have onboarded several public and private sector clients recently, as the revenue management value proposition becomes increasingly more understood and important – particularly from a holistic perspective, where the focus is on member acquisition and re-engagement.

GOCARDLESS
What’s new?
We’re delighted to welcome easyGym and Jetts Fitness as GoCardless customers, as well as HITIO, Be Military Fit, King’s College and 1610 Leisure. We’re working closely with these businesses to boost payment success rates, improve member experience and simplify direct debit collection. In other news, GoCardless’ global network now covers 70 per cent of the world’s recurring payment volume, including the US, as we go live with ACH debit in July. We’re also busy developing tools to help customers reduce payment failures further – for example, by automatically rescheduling failed payments. More news on this later in 2019!

How does pricing work?
Business can choose between three different plans: Standard, Plus and Pro. We’re transparent with our fees: find out more at gocardless.com/pricing.

What else can you tell us?
We’re on a mission to take the pain out of payments for businesses with recurring revenue. This guide covers some of the typical problems and questions our customers come to us with – and how we can help: www.gocardless.com/guides/posts/questions-about-your-direct-debit-solution/

If you would like to get each issue of HCM magazine sent direct to you for FREE, plus the weekly HCM ezine, sign up now!
Services that reduce admin and make cash
collection easier can boost a club’s profi ts
Services that reduce admin and make cash collection easier can boost a club’s profi ts
Making the customer journey eff ortless and
intuitive results in more reliable payments
Making the customer journey eff ortless and intuitive results in more reliable payments
http://www.leisureopportunities.com/images/imagesX/918781_480375.jpg
It's essential for clubs that the payment process is as easy as possible. We caught up with some of the leading member payment services to find out how they're helping clubs...
payment software, Ashbourne Membership Management, Harlands Group, Legend Club Management Systems, DFC, GOCARDLESS,
Latest News
Fitness equipment firm Nautilus Inc is looking for a buyer for its commercial equipment brand ...
Latest News
Technogym has announced the launch of live streaming and on-demand classes. The new content will ...
Latest News
A number of gym operators are concerned that local lockdowns could come into effect in ...
Latest News
Prime Minister Boris Johnson has announced that gyms may be able to reopen in a ...
Latest News
UK consumer confidence has improved significantly since the beginning of the lockdown, with a fifth ...
Latest News
The PGA Tour has recently bought 1,000 Whoop bands for its golfers, after PGA Tour ...
Latest News
ukactive has announced that Active Uprising and the National Summit are going digital as part ...
Latest News
Industry body ukactive has today (1 July) hosted a delegation of government and public health ...
Latest News
Health and fitness company Ingesport – which operates the GO fit chain of gyms in ...
Latest News
Mountainside Fitness in Arizona has filed a lawsuit against state's governor, Doug Ducey, after he ...
Featured supplier news
Featured supplier: Let's get restarted: Physical Company offers advice on keeping gym members safe
As countries around the world gear up to relax their lockdown rules, there remains a question mark over gyms and studios, which in many markets will be one of the last sectors to be given the green light.
Featured supplier news
Featured supplier: myFitApp launches branded live-streaming as part of its COVID-19 support package
Innovatise, the company behind myFitApp, has announced the immediate availability of its customer- branded live-streaming solution.
Video Gallery
Temple Gym - Nautilus Equipment
Core Health & Fitness
Temple Gym - Nautilus Equipment Read more
More videos:
Company profiles
Company profile: Crown Sports Lockers
Crown Sports Lockers has designed, crafted and fitted bespoke timber furniture for spas, hotels and ...
Company profiles
Company profile: TVS Group
The TVS Group supply and install sports and fitness flooring to a wide range of ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Exercise equipment
Star Trac / Core Health & Fitness: Exercise equipment
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Design consultants
Zynk Design Consultants: Design consultants
Fitness equipment
Stages Cycling: Fitness equipment
Lockers/interior design
Fitlockers: Lockers/interior design
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Wearable technology solutions
MyZone: Wearable technology solutions
Whole body cryotherapy
Zimmer MedizinSysteme GmbH / icelab: Whole body cryotherapy
Trade associations
International SPA Association - iSPA: Trade associations
Skincare
Comfort Zone - Davines S.p.A: Skincare
Property & Tenders
Greywell, Hampshire
Barnsgrove Health and Wellness Club
Property & Tenders
Derby City Council
Property & Tenders
Diary dates
21-24 Sep 2020
Loews Coronado Bay Resort, Coronado, United States
Diary dates
22-23 Sep 2020
Heythrop Park, United Kingdom
Diary dates
17-23 Oct 2020
Pinggu, Beijing, China
Diary dates
27-30 Oct 2020
Messe Stuttgart, Germany
Diary dates
03-06 Nov 2020
Online,
Diary dates
27-28 Nov 2020
Athena, Leicester, United Kingdom
Diary dates
23-26 Feb 2021
IFEMA, Madrid, Spain
Diary dates
03-04 Mar 2021
NEC, Birmingham, United Kingdom
Diary dates
03-06 Jun 2021
Expo Centre & Riviera di Rimini, Italy
Diary dates
16-17 Jun 2021
ExCeL London, London, United Kingdom
Diary dates
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Hedgehog Concept Ltd
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