Traditional member collections agencies aren’t the best choice for fitness businesses. Their sole focus is on collecting outstanding account balances at any cost. With that as the primary motivation, they inadvertently alienate members and cause them to quit the gym. Since you might be considering hiring a collections agency to recoup lost revenue due to overdue accounts, we think you’ll be interested in another option.
This option not only brings in the outstanding money owed to you but also improves relationships and member retention. While this might sound too good to be true, it’s not. It’s an easy and affordable option to solve your gym member collections issues.
What is this gym member collections panacea? It’s full service billing.
Better Retention with Better Collections
Full Service Billing comes with your member management software, and it picks up where your software leaves off in terms of collecting membership payments in-house. For example, when a member moves without changing their address in your software, the automated credit payment will probably fail. Likewise, when a credit card in your system expires, the automated payment always fails. Full service billing provides each gym with a dedicated account representative and a team of collections agents to collect failed automated payments and restore overdue accounts.
Full service billing agents proactively reach out to your members to replace soon-to-be expiring credit cards in your system. This service helps your business stay ahead of any potential problems, which keeps your members happy and in good standing with your gym. If by chance a payment fails, the collections team calls your member to collect the payment and resume automated, recurring billing for future payments.
Full service billing improves member retention because it removes the need for you to have awkward conversations about declined payments and overdue membership fees. The professional team of collection agents works on your behalf to manage these issues, which means interactions between you and your members are always positive and focused on improving their health and fitness. Full service billing agents quickly bring overdue accounts current, so you’ll keep your members happy and in the gym.
Better Relationships with Better Customer Service
In addition to retaining members, full service billing also helps improve relationships with your members by providing exceptional customer service for routine member issues. As you know, your members don’t want to feel like they’re just a number, and they don’t want to wait around for answers. They want their questions and concerns addressed promptly and will skill and friendliness. Full service billing meets this need. Your full service billing team handles common customer service issues like membership questions, log-in problems and contract concerns.
Customer service tasks such as putting a membership of vacation hold or combining two of your member accounts due to marriage are handled skillfully and according to your gym’s specific rules and procedures. The dedicated account representative and collections agents act as another member of your team, but with the sole focus of billing, collects and customer service. With full service billing, you’ll be able to give better customer service and allow your employees to spend their time working with your members to reach their fitness goals.