As a health club owner, you don’t just want to work with a billing company — you want to work with a billing partner. A true partnership is exactly what Emma Bunny, the owner of Lifestyle Health and Fitness in New Zealand, found in TSG. From the start, the billing company has been with Bunny every step of the way in helping fulfill her business’ billing needs.
Here, Bunny explained exactly how TSG has gone the extra mile.
CS: How were you introduced to TSG and why did you decide to partner with them over other CMS/billing companies?
EB: We purchased our business in December 2015 after the original Lifestyle Health and Fitness chain had gone into liquidation. There was a need to find a new premise and we began to rebuild and plan for our new improved Lifestyle gym early in January 2016.
The need for new systems, processes and operating platform was high on the priority list and I set about researching billing companies. Being new to this industry I was impressed with the initial contact I had with TSG after making an online enquiry. The staff made every effort to explain the benefits and processes with their product and made arrangements to travel to see me shortly after the initial contact. Since the initial visit, TSG staff have visited me several times, providing support and ongoing training.
TSG has a strong emphasis on client service and relationships and this was the greatest factor in me making the decision to partner with them.
CS: In what ways have your operations/business been improved by partnering with TSG?
EB: The partnership TSG has with the computer operating platform Clubware was initially a big draw, and has continued to be beneficial for our gym. This partnership has made all facets of member management easy for myself and my staff.
TSG provides a comprehensive customer and client service which encompasses an end-to-end program looking after all the customers’ needs.
TSG has taken a large workload from us by providing the management of payment defaults. Although this is not a significant issue for our club at this time, it is reassuring that TSG has a robust system for dealing with this facet of our business. The time saved through this being managed off-site has been invaluable to me as we build our business.
CS: Have you been pleasantly surprised by working with TSG in any way?
EB: The customer service provided by TSG is second to none with all inquiries made from the club being responded to both promptly and thoroughly.
CS: What are your favorite features of TSG?
EB: We receive daily and weekly reports from TSG advising me on the status of all areas of the client base payment management. This provides me with all the information needed to assess membership revenue and financial projections.
The ability for clients to be able to sign up to the club using the online management gateway has been greatly beneficial to our club and to the clients. The ease of use of this programming is fantastic. Further to this, the ability for staff to be able to manage client payments and accounts from the club has been invaluable.
CS: What else can you tell club owners about the benefits of working with TSG?
EB: During a recent visit to our club by our account manager I was provided with not only further in-depth reporting of the club membership revenue, but also with invaluable advice and resources in regards to membership sales and retention. I always feel like our account manager goes the extra mile to provide an outstanding service to me and our club.
For more information on TSG and how it can benefit you business, visit: https://transactionservices.global/.
