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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
The pandemic has sped up our progress towards the strategy we’d outlined – to become a coaching company that happens to have clubs and support people in achieving their goals, wherever they choose to work out
People
HCM people

Dan Bond

Owner, CrossFit Fort Ashton
We’d explained leading up to the lockdown that if everyone decided to freeze or cancel, then there would be a possibility of not having a gym to come back to
People
HCM people

Dave Courteen

MD and co-founder of Mosaic Spa and Health Clubs
I set myself the goal that if I found someone famous to write the foreword and a publisher, then I would write the book
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As Technogym launches its new virtual and on-demand services, Francesco Arlotti, head of digital solutions, shares his thoughts with HCM
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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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Ken Hughes, expert in consumer culture and human behaviour spoke as part of the Technogym Talks series of webinars about how operators can navigate the new consumer landscape
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As staff and members prepare to return to the gym, Dr Dane Vishnubala gives advice to operators on gearing up to offer them mental health support
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Publicly listed operator, The Gym Group (TGG) says it has retained 80 per cent of ...
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PureGym's operations in Europe have helped the business through the UK lockdown, according to CEO ...
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Following its announcement that grassroots sport could restart on 11 July and that gyms and ...
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Industry body ukactive has launched an Independent Operators' Steering Group, catering for members who run ...
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The UK's fitness industry can finally get back to business on Saturday 25 July, following ...
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HCM understands a decision on reopening dates for gyms and also for spas will be ...
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Interest in gym reopening in England is reaching fever pitch, with an announcement expected any ...
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Exercising increases levels of a protein hormone secreted by the bones which has a powerful ...
Featured supplier news
Featured supplier: Fisikal chosen as tech partner for ‘JP4’; new health app from fitness expert, Jessie Pavelka
Fitness expert and television host, Jessie Pavelka has collaborated with Fisikal, experts in digital management solutions, to create the new JP4 app, a premium 12-week personal health and fitness transformation programme that takes the user on a journey of change through four key elements of health.
Featured supplier news
Featured supplier: Incorpore and MoveGB ink groundbreaking partnership to transform corporate wellness offering
Incorpore and MoveGB have entered into a landmark partnership, combining the UK’s largest provider of corporate gym memberships with the nation’s biggest network of classes.
Video Gallery
Technogym mywellness app
Technogym
Improve your training experience. All your data in a single app. Read more
More videos:
Company profiles
Company profile: Core Health & Fitness
Core Health & Fitness is more than gym equipment, we offer innovative solutions for all ...
Company profiles
Company profile: fibodo Limited
fibodo is the digital solution helping people lead healthier and happier lives. From grassroots individual ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Design consultants
Zynk Design Consultants: Design consultants
Spa software
SpaBooker: Spa software
Fitness equipment
TRX Training: Fitness equipment
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Lockers/interior design
Fitlockers: Lockers/interior design
Wearable technology solutions
MyZone: Wearable technology solutions
Exercise equipment
EXF Fitness Equipment: Exercise equipment
Management software
Fisikal: Management software
Trade associations
International SPA Association - iSPA: Trade associations
Gym flooring
REGUPOL/Berleburger Schaumstoffwerk (BSW): Gym flooring
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
Publicly listed operator, The Gym Group (TGG) says it has retained 80 per cent of ...
Latest News
PureGym's operations in Europe have helped the business through the UK lockdown, according to CEO ...
Latest News
Following its announcement that grassroots sport could restart on 11 July and that gyms and ...
Latest News
Industry body ukactive has launched an Independent Operators' Steering Group, catering for members who run ...
Latest News
The UK's fitness industry can finally get back to business on Saturday 25 July, following ...
Latest News
HCM understands a decision on reopening dates for gyms and also for spas will be ...
Latest News
Interest in gym reopening in England is reaching fever pitch, with an announcement expected any ...
Latest News
Exercising increases levels of a protein hormone secreted by the bones which has a powerful ...
Latest News
A free-to-access training platform has launched to help the sport and fitness workforce confidently return ...
Latest News
Glasgow Life, which runs leisure and culture facilities on behalf of Glasgow City Council, has ...
Latest News
Fitness equipment firm Nautilus Inc is looking for a buyer for its commercial equipment brand ...
Featured supplier news
Featured supplier: Fisikal chosen as tech partner for ‘JP4’; new health app from fitness expert, Jessie Pavelka
Fitness expert and television host, Jessie Pavelka has collaborated with Fisikal, experts in digital management solutions, to create the new JP4 app, a premium 12-week personal health and fitness transformation programme that takes the user on a journey of change through four key elements of health.
Featured supplier news
Featured supplier: Incorpore and MoveGB ink groundbreaking partnership to transform corporate wellness offering
Incorpore and MoveGB have entered into a landmark partnership, combining the UK’s largest provider of corporate gym memberships with the nation’s biggest network of classes.
Video Gallery
Technogym mywellness app
Technogym
Improve your training experience. All your data in a single app. Read more
More videos:
Company profiles
Company profile: Core Health & Fitness
Core Health & Fitness is more than gym equipment, we offer innovative solutions for all ...
Company profiles
Company profile: fibodo Limited
fibodo is the digital solution helping people lead healthier and happier lives. From grassroots individual ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Design consultants
Zynk Design Consultants: Design consultants
Spa software
SpaBooker: Spa software
Fitness equipment
TRX Training: Fitness equipment
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Lockers/interior design
Fitlockers: Lockers/interior design
Wearable technology solutions
MyZone: Wearable technology solutions
Exercise equipment
EXF Fitness Equipment: Exercise equipment
Management software
Fisikal: Management software
Trade associations
International SPA Association - iSPA: Trade associations
Gym flooring
REGUPOL/Berleburger Schaumstoffwerk (BSW): Gym flooring
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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