• EDUCATE. EMPOWER. SUCCEED.
  • Subscribe
  • Newsletter
  • Media Kit
  • Contact
  • Login
Club Solutions Magazine
  • Topics
    • Leadership
    • Marketing & Sales
    • News
    • Operations
    • Programming
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • Newsletter
    • Media Kit
    • Contact Us
  • On-Demand
  • Education
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • Pickleball Innovators
    • The Leadership Accelerator Video Series
    • Club Solutions Book Club: High Road Leadership, John C Maxwell
    • Club Solutions Book Club: The Advantage
  • Supplier Insights
    • Brand Voice
    • Supplier Voice
    • Supplier News
  • Podcast
  • Webinars
    • Thought Leaders: A Virtual Roundtable Series
    • On-Demand Webinars
  • Buyer’s Guide
No Result
View All Result
  • Topics
    • Leadership
    • Marketing & Sales
    • News
    • Operations
    • Programming
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • Newsletter
    • Media Kit
    • Contact Us
  • On-Demand
  • Education
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • Pickleball Innovators
    • The Leadership Accelerator Video Series
    • Club Solutions Book Club: High Road Leadership, John C Maxwell
    • Club Solutions Book Club: The Advantage
  • Supplier Insights
    • Brand Voice
    • Supplier Voice
    • Supplier News
  • Podcast
  • Webinars
    • Thought Leaders: A Virtual Roundtable Series
    • On-Demand Webinars
  • Buyer’s Guide
No Result
View All Result
Club Solutions Magazine
No Result
View All Result
Home Column Industry Buzz

Industry Buzz: How to Handle Past-due Accounts

Rachel Zabonick-Chonko by Rachel Zabonick-Chonko
August 27, 2014
in Industry Buzz
1
Inside the Club: How to Make the Hiring Process Easier
Share on FacebookShare on LinkedIn

shutterstock_87235495Addressing a member when they have a past-due account can be a touchy subject, especially when done so in person. I witnessed this first hand when the other day at my gym, the member in front of me scanned their key card, at which time the front desk employee said, “Sir, your account is past-due. I can’t let you in without balancing it.”

Although the employee wasn’t unfriendly in the tone she used, the member still looked embarrassed, and proceeded to explain that he had gotten a new debit card and had forgotten to update his account. The situation was resolved — but not without the member being a bit embarrassed in the process.

I asked Shawn Stewart, the general manager of Gainesville Health and Fitness in Gainesville, Florida, if there’s a better way to approach this scenario. He offered, “We simply tell the member that there is a message on [his or her] account and ask if they would like to take care of it now.” If the member says yes, they’re directed to privately speak with a receptionist who politely explains the situation and hopefully resolves it. “Or, we can page a membership counselor up to resolve in private as well,” he continued.

If the member doesn’t have time to chat with staff right then and there, another option would be e-mailing the member. “If the member is in a hurry, you may say, ‘That’s no problem Steve, I will just e-mail you the message and you can take care of it the next time you’re in. Do I have your updated e-mail?’ Desk management software is beginning to catch up to the times and will automate a lot of this, but like us and most clubs, we still depend on the receptionist to relay the message.”

Although it’s important to balance past-due accounts, Stewart stressed the importance of doing so in a way that doesn’t alienate your members. “When you have EFT, there will be no shortage of accounts that have cards expire or change,” he said. “You never want to make the customer feel embarrassed or called out, yet you need to give them critical information about their account.”

Doing so delicately can ensure both parties are happy. Although this may seem like a small issue, the way your staff communicates with members at every turn is critical.

 

Rachel Zabonick is the Editor of Club Solutions Magazine. She can be reached at rachel@clubsolutionsmagazine.com. Reach out to her about exciting events or programs your club has implemented, or to share the amazing accomplishments of a member.

Stay ahead in the fitness industry with exclusive updates!

Rachel Zabonick-Chonko
Rachel Zabonick-Chonko

Rachel Zabonick-Chonko is the editor-in-chief of Club Solutions Magazine. She can be reached at rachel@peakemedia.com.

Tags: industry buzz blog
Previous Post

Inside the Club: The Best Board Members

Next Post

Social Success: How to Put On a Successful Event

Rachel Zabonick-Chonko

Rachel Zabonick-Chonko

Rachel Zabonick-Chonko is the editor-in-chief of Club Solutions Magazine. She can be reached at rachel@peakemedia.com.

Related Posts

Amped Fitness
Industry Buzz

Amped Fitness Elevates Member Experience With 10-Plus Unique Amenities

August 15, 2023
Fly-In and Advocacy Summit
Industry Buzz

IHRSA Hosts Fly-In and Advocacy Summit to Help Pass PHIT Act

May 23, 2023
ChatGPT
Industry Buzz

ChatGPT and Its Impact on the Health and Fitness Industry

April 28, 2023
IHRSA 2023
Industry Buzz

IHRSA 2023: Must-See Companies

February 3, 2023
2023 Club Solutions Leadership Summit
Industry Buzz

West-Coast Bound: Insight into the 2023 Club Solutions Leadership Summit

November 4, 2022
Connected Fitness
Column

The Truly Connected Future of Fitness

July 27, 2021
Next Post
Social Success: How to Put On a Successful Event

Social Success: How to Put On a Successful Event

Comments 1

  1. Sean Kirby says:
    11 years ago

    Rachel, thank you for addressing in your article the sensitivity needed when addressing a member about a past due balance. However, it’s disappointing to learn that a club doesn’t have a software automatically emailing a member about problems with their account.

    Reply

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

GET UPDATES IN YOUR INBOX

Facebook Twitter Instagram LinkedIn

The Current Issue

May/June Issue 2025

May/June Issue 2025



Browse

  • Home
  • Subscribe
  • Newsletter
  • Media Kit
  • The Magazine
  • Club Solutions On-Demand
  • Buyer’s Guide
  • Contact Us

© 2025 Club Solutions Magazine. Published by Peake Media.

Welcome Back!

Login to your account below

Forgotten Password?

Retrieve your password

Please enter your username or email address to reset your password.

Log In
No Result
View All Result
  • Topics
    • Leadership
    • Marketing & Sales
    • News
    • Operations
    • Programming
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • Newsletter
    • Media Kit
    • Contact Us
  • On-Demand
  • Education
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • Pickleball Innovators
    • The Leadership Accelerator Video Series
    • Club Solutions Book Club: High Road Leadership, John C Maxwell
    • Club Solutions Book Club: The Advantage
  • Supplier Insights
    • Brand Voice
    • Supplier Voice
    • Supplier News
  • Podcast
  • Webinars
    • Thought Leaders: A Virtual Roundtable Series
    • On-Demand Webinars
  • Buyer’s Guide

© 2025 Club Solutions Magazine. Published by Peake Media.