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Post by determined1 on Feb 1, 2018 16:32:14 GMT
This is the claim by corporate. However, I'm willing to bet only a handful know it's possible. Those who know it's possible want it. During the convention what I'd like to do it circulate a flyer asking franchisees:
if credit cards being declined at the beginning of the month is a problem
Do they find themselves calling members to get new billing?
Do they reach members only to have them tell them to "Go ahead and just cancel it"?
Would they like to see a solution implemented where a denied credit card is automatically updated (like Verizon, At&T, DirecTV do)?
Watch how many want it when they know what is meant by the term and what it means to retention.
Oh, and wasn't this promised at last years convention?
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Post by yankedchain on Feb 4, 2018 23:09:15 GMT
They are correct. Only a handful of people would want the updater based on the specs they provided. Go back to last year's announcement about the updater. They were going to update every card when it is new to the system and then check all cards every 3 months. Corporate claimed processing was expensive for this service. Notice I said they claimed. It is not expensive if done correctly with a good provider. Quarterly updates don't help if there is a breach and new cards are issued in Jan or Feb and the process doesn't run until the end of March (as an example).
If I had a vote I wouldn't pay for the updater enhancement they wanted, but would if it checked when a card declined as you stated. Since banks ignore expires on recurring transactions and map old card numbers to new cards already for recurring transactions the updater as they have described it is of no value to us, but I will have to pay for it anyway, right? What we need to fix is the ability for someone to call their bank and cancel their recurring transaction instead of contacting us. This one makes my head hurt for sure!
We are down to 10 declines per month, we used to average over 30. Mostly it is payday timing that gets us so we work the system for the known "offenders". Jocking payment dates, change them to statement to keep them out of the draft. Feb 1 was a day before payday here for most people so we have several manual charges to do, but we kept our declines down. We no longer call, we text members to have them log into their account to update their info. Generally, our members don't cancel on a decline, we have cleaned out most of the sleepers.
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Post by determined1 on Feb 14, 2018 14:08:21 GMT
Had a credit card compromised a few months back. I have six recurring charges on that card. All but one of these started charging the updated card. The one which didn't is a smaller mom and pop shop. One of the ones which did charge the new card automatically is ABC financial, which is for my Planet Fitness membership.
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Post by determined1 on Feb 14, 2018 14:10:08 GMT
Disappointing to hear that corporate's idea of how to roll this out is so screwed up. Maybe if they hired actual developers who knew how to incorporate logic into their algorithms, they'd have an acceptable product.
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Post by thatkidfromjersey on Feb 19, 2018 22:27:16 GMT
Right. Only a handful of clubs want account updater but all clubs want to give away $8.95 month memberships. Any franchisee who has been in the system for at least a few years and has 3/4 of a brain knows that the actual truth is about 180 degrees away from what corporate tells you.
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Post by isthisheaven on Feb 20, 2018 16:40:05 GMT
I have come to the assumption after talking with several different liftbrand employees that Snap Corporate isn't necessarily lying to franchisees, I think they are just making this shit up as they go day by day and have no clue what the fuck they are doing nor have a defined goal in place! Nobody seems to know what is going on ever at corporate! And I mean ever! Not once have I talked to someone and got an answer on any questions I have had or request for guidance. They all seem like theiy literally just ate a Colorado style brownie.
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Post by cheryl on Feb 21, 2018 4:00:55 GMT
What baffles me is that they push things in the name of retention which take huge amounts of effort on everyone's part (including corporate) and then ignore something obvious like a auto credit card updater, which would have immediate results on retention and be very easy to implement. Their argument seems to be that it's very difficult and complex, but even planet fitness can do it. It's just a matter of having a good member management and billing system. Unfortunately ours is bottom of the barrel with a premium price tag attached to it.
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Post by iwishicoulddoitover on Feb 21, 2018 4:19:18 GMT
What baffles me is that they push things in the name of retention which take huge amounts of effort on everyone's part (including corporate) and then ignore something obvious like a auto credit card updater, which would have immediate results on retention and be very easy to implement. Their argument seems to be that it's very difficult and complex, but even planet fitness can do it. It's just a matter of having a good member management and billing system. Unfortunately ours is bottom of the barrel with a premium price tag attached to it. I really do not want anyone from corp messing with my billing any more than what they have already done. They can't seem to get even the simple reports working. What development manager thinks its a good thing that when you go into a report, it auto runs the report with every option chosen! Then once that finally comes back, you have the chance to pick from what they think you should want on your report so you can run it again. I want you to find one just one other reporting system that does that....I'll wait.....bet you can't. They really need to just pack it up and let someone else take over their systems. |
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