Tag: Member Retention

Good Customer Service Results in Higher Member Retention

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Providing good customer service is essential for member retention and spreading the (good) word on your club or facility. It’s important to ensure that staff members give meaningful service to your customers in order to show that you value their patronage. There are a few simple steps that gym and facility owners can take in order to deliver excellent customer service.

Greet members

Greeting members when they check-in is an easy way to build relationships with your customers, especially with membership software that displays their information upon check-in. This makes personalizing the greeting a more effective way of connecting and showing that you value them. It’s also a great opportunity to speak with them prior to their work out and find out if they have any questions or concerns. Sending them away with a sincere parting will ensure they leave with a positive feeling and experience.

Address and listen to members

Identifying and addressing problems is another essential component of keeping your members happy. By being proactive, you’ll be able to nip issues in the bud. Additionally, frequently asking members their opinion on what can be improved will assist in finding and fixing any problems. Gym and facility owners can easily do this by utilizing their software to send out an occasional email requesting opinions and comments from members.

Reward members

Rewarding members for being loyal customers will show your appreciation for them and the business they give you. Even the smallest show of gratitude can go a long way to improving the image of your club or facility. Using your management software, you can identify long-time members and reward them with a free month of membership or personal training session.

Make Good on Promises

Gaining and keeping loyalty from your members is integral to the success of your club or facility. Keeping promises and making promises you are sure to keep will cement member loyalty to your facility. Members that feel you are undeserving of their trust may reconsider giving you their business. The rule to this one is simple, keep any promises made.

By following these steps, you can be sure that customers will always remain happy and that you’ve pushed your club or facility to its fullest potential. Adjusting customer service to be completely about your member is a full-proof way of increasing member satisfaction and retention, ultimately leading to the total success of your club or facility. As always, stay tuned for more ideas and news from EZFacility.

How to Succeed with EZFacility

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We know time is tight and your goal is to see the benefits of EZFacility right away. So here are a few best practices to help accelerate your company’s success.
Even before you login, you will want to focus on 3 key areas:

  1. Identifying a business champion
  2. Defining clear goals to start with
  3. Committing to good habits in alignment with these goals


Let’s explore each of these, and see where to lean more:


Identifying a business champion


A champion can be anyone in your business – and since your’re reading this, it might be you. As a champion, you will help your company adopt EZFacility successfully. You don’t need strong technical skills; you just need to be able to communicate effectively. You will need to communicate with management to understand their needs, communicate with staff to show how EZFacility will help them, and communicate about the quick wins you achieve once you start using EZFacility daily. Celebrating these quick wins is a great way to help everyone in your organization see the benefits of this amazing new system.


Defining clear goals right from the start


While EZFacility offers hundreds of features, our most successful customers start with a simple goal – such as increasing customer service or reducing phone calls using Online Registrations. Trying to solve every challenge at once can lead to being overwhelmed and slowing down your implementation. So start by writing down your top 1 or 2 key business goals.


You then need to create a simple process map, as it is very helpful to define this before you begin using and customizing EZFacility. If for example, your goal is a decrease in phone calls, you will want to map out the process that will get you there.


Once you define your process, it becomes easy to customize EZFacility to help you achieve those goals. After EZFacility helps you reach your initial goal, you will be able to implement more sophisticated processes that save time, money, increase sales, and create happier customers.


EZFacility allows you grow over time, versus having to solve everything up front. So simply repeat the steps of setting a goal, defining your process, and then building the solution – and you’ll continue to celebrate quick wins regularly.


Committing to good habits in alignment with these goals


As you grow, you’ll want to make sure your staff enters their info consistently in the system and keeps it up to date as well. EZFacility helps keep track of the day-to-day elements that are important to your business, and the quality of this information is critical to a successful program. Good habits begin when all your users agree to the terms that are used to describe your process. Be sure to train your staff, not only on how to use EZFacility, but also on your pre-defined process and terminology.


Integrating EZFacility into day-to-day operations using scheduling, billing, and customer management is a great way to keep information up to date. The more staff that “live” inside of EZFacility, the more it becomes a trusted source of “go to” information. To help everyone see the importance of keeping your information up to date, run your departmental and company meetings based on EZFacility reports and dashboards. For example, a weekly sales review can run like clockwork if your sales managers used the Revenue report from within the system. Our most successful customers remember this maxim – “If it isn’t in EZFacility, it doesn’t exist”.


Ensuring your success


We are committed to ensuring your success, so we make it easy to find the resources that will help you succeed. The single place to go whenever you are trying something new is https://support.ezfacility.com. Here, you will find how-to videos, user guides, F.A.Q’s., best practices and more. And don’t forget, you can always search our entire knowledge base and reach-out to our support team by clicking the Help & Training link located at the top of the page directly within your EZFacility system.
Thank you for choosing EZFacility! We hope this overview will accelerate your success with our system.
Check back often for best practices and new ideas.