Capturing Leads and Social Referrals with InTouch

Keeping track of leads via pen and paper can be a nightmare. Just ask Kimberly Lambert, the vice president of Gold’s Gym Carolina Fitness Group. Here, she discusses how using InTouch to gather leads has helped her business in leaps and bounds.

CS: How were you introduced to InTouch and why did you decide to partner with them?

KL: We partnered with InTouch going on two years ago now and are thrilled with the impact it has had on our clubs. Before InTouch we used notebooks and hand-written notes to follow up with our leads. As a manager, you would spend hours browsing through hundreds of pages in multiple notebooks trying to assess your sales persons’ follow-up activity and areas of improvement. As a sales person, every day you would spend an hour or so just preparing your day: Who needs to be called and when, jotting down notes regarding the call, figuring out your “script” for each call, etc.

When I think of our management system now, versus what we started with, the time savings alone is worth the investment. Now, with InTouch, our sales team uses this system as their own “personal assistants” and love it. Every day they have an agenda telling them who to call, how many appointments they have and a notes section to keep up with all of it electronically. InTouch also sends out emails automatically on our behalf. What a time saver. No more worrying about how professional something was written. These auto emails are extremely professional, customizable and sent out on our behalf when we choose.

I almost forgot the best part: As a manager, no more spending hours thumbing through notebooks. We can easily and quickly see exactly what is going on every day in each club. We are able to assess our sales team, managers and overall club data in minutes. We can easily track leads, calls, appointments, missed guests, closing percentages, etc. If you’re not using InTouch to track your leads, you’re truly missing out. It’s worth the time saved and leads never missed.

CS: What challenges does InTouch Follow-Up solve, that you struggled with before?

KL: Namely, see above. With InTouch we are now quickly and efficiently able to follow up with our leads and most importantly measure and track our results. You can’t improve or manage what you don’t measure.

CS: How are you planning to use the new InTouch Social Referral features to increase member referrals in your club?

KL: We could not be more excited about the new Social Referral Program. All of our clubs are just getting their feet wet with the functionality of the program, but are thrilled to have this tool at their fingertips. This month, we plan to offer a free t-shirt for our new members who simply share a seven-day VIP pass on their Facebook page. Through InTouch we can text our new members their link and while we sign them up, they can post it, tweet it, pin it, etc. Think of the exposure.

For current members we plan to send out an email blast and the next day set up a table during peak time giving away a free t-shirt for whomever shares the pass on their Facebook page and shows us. You know how much members love free t-shirts. We can’t wait to see the results here. This program offers more than just referrals, it’s now marketing and branding of Gold’s Gym.

CS: What other benefits have you experienced from working with InTouch?

KL: It’s intuitive and simple to use. I have trained all ages and have had no issue with employees catching on quickly. It’s everything you could really want it to be. InTouch is growing, adding programs and always improving.

CS: What is your favorite feature of InTouch and why?

KL: Hard to choose just one, but I enjoy the daily reports sent every morning outlining everything I need to know for each club. The texting, email blasts and overall clarity are all close second favorites. Ask me again in a couple months and it may just be the Social Referrals.

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