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Post by determined1 on Nov 6, 2017 11:52:40 GMT
Your thoughts on this program?
Is there more to this than I'm seeing? What I'm seeing is 1 question which is "Would you recommend this Snap to family and friends?". There's also a space to leave a comment if you're so inclined.
Oh, and don't forget to lock out your members at midnight tonight. (SMFH)
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Post by snaplongtimer on Nov 6, 2017 15:52:19 GMT
I tried listening to the first webinar, but talk about information overload. I don't need charts and graphs of managing reviews and another learning curve. This while people were talking to me, stressing over a boat load of delinquents and trying to get signatures before the 7th. I'll quickly read the reviews coming in to my email and move on. How am I supposed to be owner absentee when I have all this to worry about?
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Post by cheryl on Nov 8, 2017 3:40:43 GMT
I thought I heard that the positive comments will find their way to social media sites. If it's true that would be beneficial. Not many members post when they're happy, just when they're upset. Unfortunately I don't see anything in the L360 email which entices members to leave any feedback, just a blank space left to the members' imagination. Many are too busy to think of anything. I think 2 questions such as "what do you like/hate most about your club?
Unfortunately the only result we've seen so far is a member telling us he didn't realize he was signed up (fitpass) and "demanding a complete refund because he never authorized us to take money from his account. What a racquet"
The truth is the fitness industry is loaded with people who sign up, show up once or twice and then show up from time to time, if at all. They pay the dues because it takes too much time to cancel (about 30 seconds). Emailing these members is basically just poking them and reminding them they're not getting in. For some that might be motivating, but for others it's the cue to blow Dodge. I'd prefer to see these requests for reviews go to those who are active in the club. The inactivity is what Silver Sneakers counts on. If you're willing to give up that revenue they're willing to take it from you. I think snap believes that we should be motivating people to come in, but the only person who can really motivate is that person themselves.
Someone who's at risk is the one being pestered with a survey and decides to cancel. They weren't at risk prior to that, but they survey pushed them right past "at risk" and onto terminated.
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Post by snaplongtimer on Nov 9, 2017 22:04:30 GMT
Well.... 1 confirmed cancellation due to a sleeping member being awaken by Listen 360. Two years of paying for the gym without using it. Gee thanks. Maybe it should be called poke-em 360.
What have I gained from this service? - 1 member rates me less than 10 because I haven't made the gym "bigger" (bigger? wtf) - 1 member rates me less than 10 because they don't have control of the overhead fan speed. (whatever)
Well...that's it. Great feedback. Wow. Can I get out of this service? Why is corp so intent upon poking our members to see if we can get them to use it or lose it? I like Cheryl's idea which makes perfect sense btw. Only send reviews to active members. Why would somebody not using the gym give an accurate review? Useless information! Obviously, this plan was never thought out very well.
So I get to go home pissed tonight realizing I lost a paying member at no fault of my own.
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Post by firecrackergirl on Nov 9, 2017 23:32:44 GMT
snaplongtimer boy this sounds familiar...
I had one rate me 1/10 because "The drywall repair for the remodel was done half-assed"
Lol. Another one said they are billing me too much. I contacted him and he responded "sup" and I asked how we could improve his experience and resolve the issue and he never got back to me
Can't please these people
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Post by yankedchain on Nov 11, 2017 4:33:14 GMT
I got a 1 from a long time lower than current rate member when I asked why they stated "I didn't take the survey, I just marked mail as read. I got a 6 from a member citing our outstanding gym for 24/7 facility but not good enough to be a good as a full-service gym. I got a 4 from a member that doesn't want to be bothered recommending their friends because they don't want to work out with them. I got a 1 from a member that is marked as no mail, he felt bothered and hoped a 1 would make the mail stop.
I get to go home pissed because people are being pestered and I can't opt out of yet another Snap nightmare.
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Post by snaplongtimer on Nov 11, 2017 14:56:56 GMT
lol Too funny. Has this service poke-em 360 helped any of you in a beneficial way? Like caused you to make any improvements?
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Post by Whynot on Nov 11, 2017 19:21:17 GMT
It’s good to get feedback for any business but waking up members who aren’t using the club is just plain stupid. Survey those members who are actually using the club if you want valid feedback.
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Post by determined1 on Nov 11, 2017 21:13:57 GMT
I detect a bit of a pattern with snap and that is the belief that you should be motivating all of your members, and they should all be regulars. If they're not then you shouldn't be getting paid for their membership. Take a look at silver sneakers. They don't show up, you don't get paid. snap hands your dues to another company. Someone isn't coming in? Agitate them to get them to cancel. In a conversation with snap they told me that I should be able to get all members to update their billing over the phone. If I can't it's because I don't have a good enough relationship with the member and if that's the case they really shouldn't be a member. So many asinine comments out of the corporate group.
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Post by greenergrass on Nov 12, 2017 15:16:42 GMT
One of the main ideas, I believe, for these cheap gyms is it's too cheap to quit. They want the members who don't use the gym. Because we are not $10/month, we'd rather not poke those who are not using but still paying. Let us individually poke them if we want to and when we want to. This corporate program will just drive more of us to close (maybe that's intended) as we more rapidly lose those dormant members thanks to another stellar corporate program. Having said that, corporate will not listen because if their arrogance.
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Post by determined1 on Nov 12, 2017 15:47:12 GMT
Yeah, right now we have 2 who haven't been in for years thank us for the reminder to get off their butt and come in and quit. Motivating program, but motivating for the wrong reason. Oh, and neither was classified as "at risk".
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Post by cheryl on Feb 22, 2018 23:10:15 GMT
They've set up a program where you can have the positive comments from L360 show up on your facebook page. There's a presentation on the portal on how to set this up. We've gone through the steps, but haven't verified that the comments are showing up.
I've had members complain to me that they've filled out a survey already, but quickly received another one. They don't want to unsubscribe because they're afraid they won't get our emails. The frequency should be reduced to more like once a year.
We continue to see members being poked who then call asking about cancelling. Many of them point to the L360 "annoying" emails as the reason for terminating. Apparently if you don't respond you just get emailed over and over again to provide feedback. As I mentioned before these need to go out to active members to prevent this. This goes right into my retention argument, which is that snap has no clue or just doesn't care about retention. Their idea of retention is to introduce programs, at franchisee expense, which are supposed to increase retention, but only raise franchisee costs.
The at risk category isn't really helpful. One of my "at risk" members just signed up for another 2 years. Others are ones I talk to frequently and are rated "at risk" because they gave us a lower rating than they did 2 months earlier. (again, goes towards pestering. I'd like the frequency be a user defined variable)
All in all it's a good idea, but needs some tweaks here and there. Unfortunately snap's response to franchisee requests is "we can help you sell your club"
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Post by iwishicoulddoitover on Feb 23, 2018 3:53:03 GMT
Yeah, right now we have 2 who haven't been in for years thank us for the reminder to get off their butt and come in and quit. Motivating program, but motivating for the wrong reason. Oh, and neither was classified as "at risk". I also had a one...member came in to cancel, was mad that we wouldn't do the cancel over the phone, then they get a request for review from this wonderful program. I'll give you a minute to think about how that review went.
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Post by thatkidfromjersey on Feb 23, 2018 14:24:28 GMT
I actually think listen 360 is one of the best things corp. implemented since I came on board. I've gotten a lot of great feedback from members that I've used to improve the club.
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Post by snaplongtimer on Feb 23, 2018 21:15:09 GMT
So the positive comments show up on facebook. I tried watching the video on the portal and couldn't see it very well. Prob a video I need to search for in the archives now. How does that filter work? If they rate you a 10, but also include the comment "clean your disgusting bathroom corners more thoroughly"..will that get posted?
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