The Rush Fitness Complex has been in business since 2001 and now boasts 23 locations in Tennessee, North Carolina, South Carolina and Georgia. Currently servicing approximately 130,000 members in total, The Rush ensures that their sales reps are proactively reaching out to leads and members to drive sales by using InTouch Follow-Up, a web-based contact management system built specifically for health clubs. By tracking all leads and coordinating automated e-mails, text messages and phone call reminders through InTouch, the sales team knows exactly what they need to do next in their sales process and their managers have full visibility into how their clubs are performing at any point in time.
We spoke with Robert Rettmann, the VP of training and development for The Rush Fitness Complex, to get details on exactly how InTouch Follow-Up has helped his clubs.
CS: What were challenges you faced before you chose InTouch?
RR: Prior to using InTouch, we had our sales force filling out large binders to track their leads, referrals and new members. We used these binders quarterly and had to rely upon the sales rep to fill these out adequately. This also meant we needed to be able to read their handwriting and notes. If there was turnover, we had to decipher this information, and over time this lead to the company losing quality information that was vital to our success.
CS: How did you come to conclusion that InTouch Follow-Up would solve your challenges?
RR: After seeing a seminar at IHRSA, our founder, Larry Gurney, found InTouch to be a wonderful solution that would help us record all our leads and sales information so it could be tracked, transferred and kept within the company. We also felt that InTouch’s system of automated e-mails text messages and phone call reminders would help each sales rep as their own “personal assistant,” to not let anything fall through the cracks. We have also found the reporting system to be very extensive and useful to track production and how to work with our staff on their challenges within production.
CS: Describe how you have implemented InTouch Follow-Up in your club and what were/are you looking to accomplish?
RR: At the time of purchasing InTouch, we installed computers onto every sales rep’s desk and went through the recommended training that InTouch provides. We also created our own handouts and videos (along with online quizzes) on how to use the basic functions of InTouch. We were looking to get away from the paper trails that were created with every lead and referral and wanted one central location to house all of our production information.
CS: How has InTouch Follow-Up helped you and your business?
RR: InTouch has greatly enhanced our sales reps’ organization and managers’ accountability on where to coach our staff. We now have the ability to transfer information from one rep to another at the click of a button, as well as look at our sales teams’ agenda at a glance. This has made our multi-club operators’ job much more simple to manage and coach for success.
CS: What are the greatest benefits from working with InTouch?
RR: Again, the greatest benefits have been tracking all leads, referrals and sales and being able to make sure that nothing slips through the cracks with follow-ups to prospects and members. We love that text message reminders are automatically sent for every appointment booked in InTouch and overall, the ability to customize the information that is being sent to our members and prospects.
For more information about InTouch Follow-Up and how it can benefit your club, visit http://www.intouchfollowup.com.
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Rachel Zabonick-Chonko is the editor-in-chief of Club Solutions Magazine. She can be reached at rachel@peakemedia.com.
