Barriers Between Clients - Admins - Employees
I made up the two graphics below for a presentation and thought they’d be good to also post on the blog.
This is a picture of how a lot of clubs operate. Individual clients, the club administration, and the employees. The club administration is almost always managed by some software that keeps track of clients, maybe it also handles barcode entry systems and so on. Clients and employees interact with the admin function but they are outside of it. The actual software used in that admin function is another story unto itself - you only have to look at the 600 page setup manual that one of the well known club back office software programs comes with, or look at it’s ‘1985 style’ interfaces to get the picture. Other locally installed software might well be used too, especially between employees and clients - maybe to do fit evals etc. Whatever software is used it doesn’t talk to other sofware, it can usually only be used in the club & it’s pretty certain that clients don’t ever touch it.
This is a picture of how a tool like ClubReady changes that. Clients are no longer individual, they have the opportunity to join a community and to interact with each other. Clients access their data online, their progress, their bookings, their account status, session balances, purchases. Their actions update the schedules real time, which is immediately visible to employees.
There is total visibility through the system between client - admin - employee. Trainers can check what their clients have logged in their food log by logging in from anywhere 24/7. Their client needs to change their schedule at 3am? No problem - instantly updated & visible to their trainer & oh - if that cancellation invoked cancellation policy rules then they see it right there in their login area - it’s clear cut. Client just did a fitness eval with their trainer? They can view the report online and track their progress, so can their trainer…next week when he would have otherwise forgotten. The client history a trainer needs is right at their fingertips exactly when they needs it - tied right to their schedule.
ClubReady widens that administration box so it includes the whole business & the people in it, not just the people who struggled through that 600 page back office software manual, it makes the right information visible to the right people who need it - 24/7, from the club, from home or even driving down the highway and it makes it easy to understand.
I recently looked at some stats on bookings at a few clubs using ClubReady. Over 40% of all personal training bookings ended up being changed in some way - rescheduled, cancelled, and so on. In over 35% of those changes nobody in the club administration was even involved - the client did it themselves online & the impacted employee was instantly able to see the change. That’s a whole lot of reduced phone calls, messages, frustration and wasted time, especially when you consider the many thousands of bookings any club sells each year.
