Using smartphone technology, a simple free app and a two-dimensional image reader/scanner, members can check in at the front desk with their cell phone. The app allows them to store their bar code information from their membership card and all they have to do is display it like they would a normal membership key tag. The image reader’s function can be used with paperless contracts to quicken the prospect joining process by automatically reading in basic name and address information from a driver’s license (Licenses must have a 2D barcode). The readers can also be used with the unique background check-in functionality built into the Twin Oaks Club Management Software that allows for multi-tasking between modules while not interrupting regular member check in at the front desk.
For personal trainers, service providers and other instructors, when their club uses Online Booking technology, they are able to log into an exclusive trainer portal via their smartphone and it will change the view automatically to a mobile version — no need to even download an app. Staff can easily view their schedule, update available hours and book appointments. Switching to a desktop view can be done at anytime. Implementing this and other online capabilities from a clubs website enhances a member’s experience and aides in retention. Online joining for prospects, a member portal for reviewing history, seeing usage, paying a balance, changing billing information and the ability to register for classes are just some of the items available today.
Early on, the Twin Oaks team made a conscious decision to focus less on outside marketing and more on client development. Our work with new and existing customers centers on software, billing, marketing, training, returns management and hardware selection.
“If we service clients right and provide them the tools and support they need, we help make them more profitable” asserted Sales Manager Carole Oat. “For example, when clubs first begin working with us, we do full data conversions, in detail, completely tested and tied out to the penny. It’s helped us establish a strong reputation in the industry.” Clients get to know their support team and Twin Oaks becomes like a partner with them.
The Twin Oaks approach has kept client turnover extremely low — less than 2 percent a year — and has resulted in a steady influx of new client referrals. That, in turn, has allowed the firm to keep its core pricing the same since day one, with no haggling.
