5 Questions to Consider when Evaluating your Club Management Software

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Choosing a club management software can be an overwhelming process. There are so many options in the marketplace and it can be hard to compare different systems. To find the best solution for your club, here are five questions to consider in your evaluation:

  1. What do I need this software to do?

Make a list of your business wants and needs for your club management software such as, membership management, custom reporting, marketing automation, equipment checkout and inventory management, payment processing, or spa schedule management. Be sure to consider how this change may affect different areas of your organization. It is also important to consider where you see your business growing in the next five years. Will the software you choose grow with you, or will you experience growing pains?

  1. Am I looking for an all-in-one solution, or do I want several vendors to serve various business functions?

With all the different options in the marketplace, it is important to evaluate if you want to partner with one vendor for a single source of support, or if you want to manage a few systems to handle different functions such as membership management, CRM, mobile applications, and billing/receiving, to name a few. Be sure to ask about integration options when conducting your interviews if you go with several vendors

  1. Is the software user-friendly?

Your staff will ultimately be the end users of your club management system, so it is important to bring them into the purchase process, ensuring staff efficiency is not hindered by the selection. This is a great time to review current processes and determine if they are scalable for future growth or if they need to be refined during implementation.

  1. What does support look like?

So often customer support is overlooked until a critical issue arises. It is important to understand how your new vendor provides customer support. Will you be billed based on a pre-determined number of support hours or is support included in your partnership?

  1. How hard is it to implement this solution?

It is key to understand what the implementation process looks like. You want to be sure to ask about onboarding, projected timelines, data conversion processes and training. As mentioned above, reviewing processes for efficiency and scalability is important during the evaluation phase. Something to consider when evaluating your next software provider is whether they offer knowledge share or best practices throughout implementation to set you up for success from the start.

We know choosing the right club management software for your club is an important decision. We hope this short list of questions will help take the stress out of the evaluation process and help you find the best solution for your organization.

Download this Club Management Solution Blueprint as a  spreadsheet or as a PDF as a quick guide to help keep track of vendor responses during the evaluation process.

Assess and Align Part III: Evangelize

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In the most recent segment of our 3-part program on aligning your brand for growth, I outlined how to build a brand toolkit. Let’s dig a little deeper into how to use the brand toolkit evangelize your brand.

First, identify the different groups you want to reach at your organization. Your message will likely vary slightly depending on their relationship with your club. A few ideas to get you started:

  • Internal team members: after you’ve done all the legwork, it can be tempting to rush to share your new brand externally. I get it– you’re excited to share. However, make sure you take the time to educate and train your team first. Your staff are THE most important advocates for your brand and their actions will bring it to life. Ensure they are well-versed in terms of what your brand stands for…and what it does not.
  • Influencers: After your staff is up to speed, next up is educate external influencers. Who are they? Think of individuals with a wide sphere of influence—such a members who are well-connected, board members, even members of the media. Your message will spread faster when these stakeholders are in the know. A bonus? Giving this group information ahead of everyone else as a sneak peek will make them feel special and show your recognition of their importance to your organization.
  • Members: Next up is to educate your members. From our earlier post, you already have a good understanding of their current perception. Now it’s time to educate them on what you learned and how you’re changing.
  • Previous members: Members leave your organization for a variety of reasons. They move away, they can’t afford or aren’t using the membership anymore, or worse, they had a negative experience. Let them know how you’re changing and it may just nudge them to re-engage with you.
  • Your broader service area: The final area of focus will be on community members who are in your target demographic but not yet members. They may have some familiarity with your club or medical wellness center, or be completely new to you. What do they need to know?

Second, execute your communication plans. Remember, it will take multiple repetitions across various media for your message to begin sinking in. While advertising, email, social media, and direct mail campaigns may be your most obvious choices for communicating, here are some hidden gems for extending your brand:

  • Phone greeting: When people call in, do you have a pre-recorded greeting mentioning your hours of operation or elevator music for when they are put on hold? This is a perfect spot to incorporate “the new you”.
  • Email footers: For your staff that are regularly emailing, make sure your new brand and messaging is represented in the email footer. A simple way to get a brand touchpoint in!
  • Branded swag: Sometimes a tangible touchpoint is the most effective. Is there new swag that you can give members when they join or renew to reiterate who you are?

This concludes our 3-part series on quickly assessing and aligning your brand for growth. In part one, we outlined a guide to help you assess market perceptions about your organizations brand and in part two, we covered the importance of building a brand toolkit. Be sure to download this quick Brand Audit Checklist and prepare to take your brand to the next level in 2018.

The Hidden Costs of Credit Card Declines

By | Industry, Payments | No Comments

Credit card declines are more than just a headache for your business and your members. They negatively impact on your bottom line. First, there’s a fee per decline which typically ranges between $0.06-$0.08. Then there’s the labor cost to your staff who are spending countless hours tracking those members down to update payment information. And finally, there’s the lost membership revenue that comes from members who decide to terminate their membership when you reach out to update payment information. Those costs can really add up!

Use this calculator to see how invalid and expired card declines are impacting your organization.

proactive card account updater will reduce the number of declined cards, preventing decline fees and drastically cutting down on staff time  spent contacting members regarding invalid and expired credit cards. Wouldn’t you rather their time be spend on more meaningful activities to your organization?

Preventing declines also keeps members from leaving. Contacting members regarding returned payments from expired or invalid cards often triggers member termination. We have found that 1 in 3 members will leave within 30 days of this happening. Think of all the future membership revenue you prevent from walking out the door when you never have to have those conversations in the first place.

Interested in how Daxko Payment Services can help improve your bottom line and member retention? We’d love to talk you.