Tag: Member Engagement

Few things are more important to your studio’s financial well-being than your recurring member payments.

Even so, late payments can and will happen.

Maybe Member Mike recently went on vacation. His schedule’s out of whack. He forgot to pay. Or, things are crazy at work right now. Or, he’s dealing with family issues. Mike just got too busy.

Whatever the case may be, a friendly reminder is most often all that’s needed.

Enter: New Delinquency Management Text Service

Our new delinquency management text service is designed to send friendly text reminders to members that have past-due payments resulting in quicker payment recovery.

Why a text service?

Text messaging is increasingly becoming a strategic and effective channel to notify members of past-due payments. Members are more likely to respond to text reminders, making the collection process quicker, and more successful.  

Who sends the text messages?

The delinquency management text messages are sent from Member Solutions as part of the delinquency management program to facilitate payment recovery and reduce delinquent accounts. 

If you would like to send text messages to your members for things like special offers and appointment reminders, we have a service integrated with our Member Manager software. For more information on text messaging through the software, email the Client Success Team.

How does the delinquency management text service work? 

Once a member is past-due in payment, they’ll receive an initial text message letting them know that they’ll receive reminders via text message regarding their account. Members will also be given the option to opt-out.

After the initial text message is sent to the member, reminders are set to send in weekly increments. Messaging will change as the member’s account remains unpaid to match the urgency of making a payment.

The first set of messaging is sent when payment is 1 – 15 days late. If the member has not paid within that timeframe, they’ll receive a more urgent set of reminders within the 16 – 30-day range and so on, up to 90-180 days depending on your account settings.

Are the text messages personalized?

Yes, every text message is personalized. Each message will include the full facility name that is on file with us. Additionally, all text messages have been purposefully written in a friendly, professional, and personalized tone to increase response rate.

How much does the text service cost?

The delinquency management text service is available to our premium full-service billing clients at no additional charge.

Am I a premium full-service billing client?

If we are handling the full delinquency management of your accounts, yes, you are a premium full-service billing client. If you’re still not sure, feel free to reach out to your Client Success Manager. We’ll be happy to assist you.

How do I enable this text service?

Due to Telephone Consumer Protection Act (TCPA) regulations, an opt-in is required to add the service to your account. To begin using this service, you must first opt-in. Simply complete this form, then send the completed form to clientsuccess@membersolutions.com.

What steps do I need to take to prepare for the text service release?

To get the most out of this new service, we recommend you take the following steps: 

1. Review the cell phone fields within your member accounts and update if needed.

2. If you use your own member enrollment form, be sure to incorporate the following terminology on the form:

Any person signing this agreement authorizes the use of a disclosed cell phone or telephone number for autodialed or pre-recorded voice calls and text messages for billing related issues including, but not limited to, expiring billing information, or overdue account balances.

NOTE: Member Solutions enrollment forms do include this terminology as of 2017. However, if your member did not sign up in the past 24 months, they will need to be notified of the service especially to ensure we have their updated contact information.

3. Let your members know about this exciting new service.

• Post this flyer at your front desk or in a window at your studio.  
• Use this email template to get a notice out to all members quickly.

Need assistance? As your team of billing experts, we’re here to help you facilitate communication to your members. To that end, we can send an email notification to your members on your behalf. If you’d like us to email your members about the new text service, simply send an email to clientsuccess@membersolutions.com and we’ll be in touch.  

A final note

To say we’re excited about this release would be a huge understatement. We’re proud to be an extension of your business, provide ongoing billing expertise, and help secure your bottom line in the most professional and efficient way.

The new text service will not only prove to be more effective in accelerating payment recovery, but provide a discreet payment collection service most members prefer and are accustomed to.  

Questions? Email the Client Success Team.

Have you thought of throwing a member appreciation event? Even if your studio hasn’t yet been given the green light to reopen, it’s worth the consideration and planning.

A member appreciation event will not only show members how much they’re appreciated, it can be an effective way to gently encourage members to get back in and train, a way to help members feel like they’re part of their martial arts and fitness family once again.

1.  Make it a Week-Long Celebration

When people think member appreciation events, most think of a day-long event. But in order to create as much momentum as possible, and get the most out of the planning you put into it, we suggest hosting a member appreciation week or even a member appreciation month.

Give your event a name like “Welcome Back, [Your Business Name] Family” or “Grand Reopening Extravaganza” to create excitement.

Consider putting a theme to each day of the week to make it more celebratory. Some ideas:

Motivational Monday: Share inspiring stories from members to motivate others. Post on social media. Hang up flyers in your studio.

Try it Tuesday: Encourage members to bring a friend to class to “try it out”.

Workout Wednesday: Promote a special workout or piece of gym equipment.

Thankful Thursday: Give every member that comes into your studio, or participates in a class, a small gift, like a branded cooling towel, cooling bandana or mask.

Feature Friday: Promote a new class, a new service, or a membership special.

Saturday Shout Out: Share words of praise from members about your instructors. Or send shout outs to staff members to show your appreciation. Post on social media. Hang up flyers in your studio.

Sunday Sweat: Promote a new class or popular class. Take photos and share on social media. Encourage members to take selfies and share them on your Facebook and Instagram pages with the hashtag #sundaysweat.

2. Run special offers

To help get members back in and encourage them to bring in their friends and family, consider running special membership offers during your event.

Remember: family and group memberships are at an all-time high now as people have watched family members and friends train at home online during quarantine. Consider adding and promoting a family and/or group discount during your member appreciation event to encourage family memberships and group memberships.

                                           Example of a family membership special.

3. Promote, and then promote some more

Once you figure out your member appreciation event details (name, day, time, location, event benefits and description, how to register/sign up), it’s time to get the word out.

First, check out our 12-step event checklist for planning success which boils down all the necessary elements of planning, promoting, and running your event.

Next: get to promoting the event! If anything, remember this: when you promote an event, promote it through ALL possible channels. Some people respond to emails; some on social media. Add your events everywhere your members will be!

• Blog about it
• Add a banner to your website
• Post on social media several times leading up to the event
• Create an event on Facebook
• Spotlight the event in your member newsletter
• Send an email to members about your event
• Add a banner to your member portal

Sending emails and posting on social media several times leading up to the event is especially important as it helps build excitement. Utilize your member management software to quickly send emails to all your members.

If you use our Member Manager software, you can send both emails and text messages to all your members easily through the enhanced communication feature.

A final word on member appreciation events

While it’s important to plan and promote your event, it’s also important to have fun. Remember that your member appreciation event is celebrating the very heart of your studio — your members, their journeys, their success. Have fun. Celebrate. Appreciate.

Now it’s your turn. Have member appreciation tips of your own? Let us know in the comments!

For more on driving member engagement and business growth amid COVID-19, visit our Business Resource Page. Be sure to bookmark the page; we’ll continue adding resources as they become available.