Dynamic Fitness, a gym chain with locations in Houston, Sugar Land and Pearland, Texas, is 100 percent committed to giving members the best overall health club experience. Recently, the club partnered with InTouch Technology, to bolster that effort.
Jared Williams, a managing partner of Dynamic Fitness, explained how InTouch Technology’s web-based contact management system, InTouch Follow-Up, has helped the gym track and increase sales productivity.
CS: What’s a challenge you faced before you chose to work with InTouch Technology?
JW: Lots of them! We struggled with accurately tracking our club productivity on not only converting sales, but tracking what staff was doing to prepare for the next three days. We also struggled with organizing our membership team to have an agenda already laid out for them to aid in time management and “cherry picking” —meaning, calling only people they thought was a hot lead.
CS: How were you introduced to InTouch Technolgy, and why did you decide to use InTouch Follow-Up?
JW: Nathan Willis from ABC Financial introduced me to the software. It was at the point that ABC couldn’t provide what we were wanting to manage our business.
CS: Describe how you have used InTouch Follow-Up — what were/are you looking to accomplish?
JW: We use InTouch Follow-Up minute-to-minute, and day-to-day! Our managers are trained to track live club data to always see what the clubs are doing, and where the focus needs to be. We track this information daily to see if individuals are meeting their production quota (calls), appointment booking percentage, show percentage, close percentage, member referral average and orientation bookings. We also track leads gathered and appointments. We enforce and track these numbers.
By having this information in our hands every minute of the day — that can also be accessed anywhere — we hope to continue to improve our management skills to learn ways to review stats to identify problems and be more proactive, to provide consistent results.
CS: How has InTouch Follow-Up helped you and your business?
JW: It’s very easy to manage as we stick by the principles “whatever is in the system is what happened.” This eliminates the “I forgots” or “I didn’t know” that staff usually will turn to, to push back on the software. We now are able to have total clarity of our business so we can hold staff to company expectations daily. Also, by staff knowing we constantly watch and manage this, they will be more prone to do their job even if the manager isn’t there.
CS: What’s the greatest benefit you’ve gotten from using InTouch Follow-Up?
JW: It gives your business total transparency! You must know where the problem is in order to fix a problem. Plus, it can be accessed from anywhere, so staff can always be managed with InTouch Follow-Up.
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.
