It is good to concentrate on getting new members for your club. But it is even more important to focus on keeping the existing club members happy and satisfied with your service.
Do you get a feeling that some club members are not happy with your service? Or, do you see a less retention rate for specific services in your club?
No matter what your bottom line is, you need to understand what your club members feel about all your services. This is not a one-analysis to use only when there is a very less retention rate. This should be a periodic analysis to grasp what the majority feels about your club as a whole.
If they are happy with it, all is well and good. If not, then you need to get to the bottom to the issue and resolve it before any more of your club members leave.
Know what they think
There are many direct and indirect ways to know what your club members think. The simplest way is to ask them directly. Make use of email surveys, anonymous online feedback forms and so on to get an approximate idea of what the majority feels.
You can use the social media tracking method where you can watch the social media handles of your club members and see what they are talking about your club outside.
To make use of such online methods, it is important to have a club accounting software to automate and guide you through the process. It is best to get such software at the initial stages after getting the club ready to open. You will have a lot of data and details of the members from the beginning which will be useful to analyse and gather the opinions that matter.
In case you haven’t used any club management software before, it is alright. You can still start leveraging its advantages and get the most out of it. Even if it has been years after getting your club ready, the software can still be connected to your other normal everyday operations to start gathering data for future use. You can use a single club accounting software for various departmental activities with a single ready login across the club and get access to all potential data from the same point.
Systematic analysis
If you have been tracking the attendance and the activities of the various services through your software, then analysing them will be simplified if you know what to look for.
For example, to check the sudden fall in attendance for a Zumba training class, watch the attendance rates and correlate it with any changes you have made, like a new instructor, a new venue, change in timings, or a change of techniques? Try to understand why there has been a huge variation from these data.
In the same way, you can understand the reasons why your club members are suddenly disinterested or unsatisfied with the services and get it rectified as soon as possible before it could cost your business.
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