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Post by John V on Apr 1, 2018 16:28:31 GMT
Hello Snap Nation
With our new campaign Franchisees First we have been listening to the feedback from all our franchisees just like you. We want to make Snap Fitness the greatest club in America and we know we can't do that without the hard work of our franchisees. We believe there should be a Snap Fitness in every neighbourhood (think Starbucks) and with your help we are going to make it happen!
We have received the most feedback regarding Fitware. It has always been our vision to create a world class CRM designed specifically for the Lift Brands group of companies and we have been working towards this goal for several years with Fitware. We now see that we have failed you! Fitware though it has improved over the last several years is still several years behind the industry standard for CRM's in functionality, cost as well as reliability. This being said we have decided to faze in ABC Financial as our new software in the third quarter of 2018. We have been demoing ABC Financials CRM for several months now in our corporate clubs and it has worked flawlessly. We see this change having a major impact in the day to day operation of every club leading to happier more successful franchisees, staff and members!
We have also heard from some clubs that would prefer not to offer the 30 day trial. While we would prefer to maintain consistency across the brand we can see how it would be detrimental to offer such a long and heavily discounted trial at the same time as you are promoting your club as a boutique club. The 30 day trial had its place in the time when we could compete on price but that time has passed. We are therefore making the 30 day trial an opt out program.
These are just some of the many changes we are working on as we change our focus from robing our franchisees until we put them out of business to supporting our franchisees and helping them prosper which in return leads to a stronger brand. We have recently realized we can increase our profits by increasing the number of clubs and members instead of just taking more and more from the existing clubs. Who knew?
Franchisees First!!!
John V
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Post by iwishicoulddoitover on Apr 1, 2018 20:50:39 GMT
Nice! Happy April Fools Day to you too!
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Post by determined1 on Apr 2, 2018 14:43:02 GMT
You got me, hook, line and sinker. I thought it was a bit too truthful, but hoped that maybe we turned a corner and would see some real changes coming. It lacked the spelling and grammar mistakes, but who knows.
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Post by snaplongtimer on Apr 2, 2018 20:11:33 GMT
Thanks for coming forward with this new info, John. It's really refreshing to hear this from you! I cannot wait till the convention to celebrate this good news!
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Post by thatkidfromjersey on Apr 3, 2018 17:08:59 GMT
the only time corporate would put franchisees first is when it's time to walk across a minefield.
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Post by snaplongtimer on Apr 8, 2018 21:41:21 GMT
Someone questioned the "franchisees first" philosophy on the portal and wondered where has it been since last year. John responded...
Hello theericthomas, John Voskamp, Vice President of Domestic Brand Performance, would like to answer your question: We have officially created the first ever Franchisee Advisory Council, to provide franchisees with an additional voice as well as a sounding board for the corporate office. We have added 12 roadshows in markets across the country including 2 in your market. We have redone all of the branding to better position the brand for the next 10 years. We have also made marketing available on multiple platforms so we can better serve the needs and wants of our franchisees. We have listened to the best owners in our system when they say we need every club to get on board with the new brand direction including the look and feel of their clubs and adding heartrate technology so the member experience is more consistent going from one club to another. We currently have over 400 stores going through modernization and 200 have already completed it. MyZone is being rolled out worldwide in the next 30 days, so we can all be one brand going in the same direction. We added Listen360 at no cost to the franchisees, so they can get their biggest fans, the Snap Fitness members to tell others about you. This has been tremendous and across the domestic system, we have an NPS of 58, which is very high for our industry. I could go on but I’m sure we can discuss further when we come back to your market for the roadshow in June and of course, we will see you in Vegas. #JoinTheMovement
My questions are..Didn't we used to have a franchisee council many years ago? I actually think we did. Probably before John came along. Roadshows were added yet somehow it's further away from me than it used to be? Wait a minute there's only 12. We used to have road shows and those must have been discontinued for a while. Franchisees first brought them back? Maybe the new guy said get out there and start listening to our franchisees? I know I wasn't getting much out of them previously so maybe this time around? All I remembered from years ago was John telling us how great of a man Peter is. That's why I didn't want to go back, but willing to try again.
When you listen to the best owners, I believe they will tell you to choke the struggling clubs out of the system. They just bring them down. Are they the best source to listen to? This brings me back to location. When you're in a great location life is a whole lot easier and you could really care less about the struggling guy.
Myzone being added as a result of franchisees first philosophy? Not sure how those two are connected.
400 clubs due to modernize and 200 completed it? The 200 also include new clubs, relocated and sold clubs. All which are required to go with the new look. Franchisees first? Members love the original look. If that's true, owners don't want to change what's working.
NPS of 58 based on listen360 results? Smaller clubs may get better ratings. I'm just guessing here (could be wrong), but smaller clubs usually have better customer engagement and therefore would get better ratings since members are in touch with the staff/owner more so than at a larger club. Kind of makes sense doesn't it? If you were engaged with an owner of your club, share a few laughs would you turn around and give him/her a bad rating?
Just making some observations to what was posted by John. I welcome change for the better, but not much of a meaningful response to the franchisees first movement.
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Post by cheryl on Apr 8, 2018 23:20:09 GMT
I read that post and had some of the same thoughts.
1. The franchisee council isn't new. They disbanded it because it was basically. Hey, this is what we're thinking about rolling out. What do you guys think? If the answer was "We like it" then they'd roll it out. If the answer was "we think it may have potential, but here are some things we think need improving" or "We don't think it's a good idea" then they'd say well we don't care what you think, we've already invested a lot of time and energy into this, so we're rolling it out as is. One example of this? The $8.95 monthly pass. The franchisee council unanimously voted against it, but no matter it was rolled out.
2. Road shows aren't new either. Hopefully they're more than we're rolling this out (and over you). If you don't like it - tough.
3. They listened to the best owners? Who are they? I'm sure they're the ones to decide. Do you agree with us? Well, hey you're one of the best owners. Disagree, ugh, you suck. I care about my club. Only about 1% go to other clubs. They don't really care how good or bad it is. Their main comment is that the equipment isn't exactly the same. Never has anyone commented about what a nice red wall they have.
4. What is an NPS? 58 sounds bad, not good. 90 or above sounds good (assuming 0 to 100 scale) 90 to 100 A, 80 to 90 B, 70 to 80 C, 60 to 70 D, below 60 F.
Let's help the fatman. All he has to do is copy the first post in this thread and that would actually be putting franchisees first. Not sure how good ABC is, MindBody appears to be better.
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Post by thatkidfromjersey on Apr 9, 2018 13:51:44 GMT
The thing that bothers me the most is not that they don't put franchisees first (which is obvious to anyone with a triple digit IQ). It's that they say "franchisees first" like they think we are all idiots, while they continuously and OBVIOUSLY put their own interests first.
Well as we know, Snap has turned the unfortunate corner of heading towards non-existence when the club count maxed out several years ago and continues to decline year by year. Even international growth in countries such as Australia can't make up for the mounting domestic losses. This is despite corporates best efforts to keep failing clubs (which are the majority) from closing by way of threats, intimidation, or reselling them to (an ever decreasing pool of) unsuspecting new franchisees.
So I focus on putting my members and my business first, knowing it won't be long before that Snap sign comes down from my storefront and I get to run the club my members, staff, and family deserves.
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Post by cheryl on Apr 12, 2018 12:30:34 GMT
Funny, on the censored communist snap forum the original poster commented 9 days ago and they still haven't released it. I'm sure they're refusing to post his response unless he modifies it to say something along the lines of "Thank you so much for acknowledging me. If the crown grants me permission to speak I'd like to say how grateful I am..."
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Post by cheryl on Apr 27, 2018 13:15:11 GMT
Decided to follow up on the whole NPS topic and spoke with a representative for company specializing in NPS. First I asked about the NPS of 58. This would mean that you're not doing well. I asked about "for our industry" since that seemed to be specified in the forum remarks. I was told NPS is geared toward 30 different industries. Those are:
Airlines
Auto Insurance
Banking
Brokerage & Investments
Cable & Satellite TV
Cell Phone Service
Credit Cards
Department and Specialty Stores
Drug Stores and Pharmacies
Grocery and Supermarkets
Health Insurance
Home and Contents Insurance
Hotels
Internet Service
Laptop Computers
Life Insurance
Online Entertainment Industry
Online Shopping
Shipping Services
Smartphones
Software & Apps
Tablet Computers
Travel Websites
So which of those industries did they use? None seem to be a good fit.
Also noticed that in the communist forum the OP's follow up question/comment is still censored more than a month later.
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Post by nooneinparticular on Apr 30, 2018 15:23:20 GMT
FYI...NPS range is -100 to 100, so a score of 58 is not terrible. I would think of it as 79% or a C+.
NPS is your Net Promoter Score. It is the net result of subtracting your detractors (percentage of survey respondents who score low) from your promoters (percentage of respondents who score high), with mid-range scores being removed entirely. For example, if you send out 500 survey requests and 100 people respond, the response rate is 20% and your NPS will depend on how those 100 people score you. The other 400 are irrelevant. Let's say the breakdown of scores look like this:
80 people score you at 9 or 10 (promoters)
10 people score you at 7 (passive)
10 people score you at 1 to 5 (detractors)
Because we are using 100 people as the example, the percentages are easy to see: 80% promoters minus 10% detractors gives you an NPS of 70%. Conversely, let's look at a bad situation:
10 people score you at 9 or 10
10 people score you at 7
80 people score you at 1 to 5
10% promoters minus 80% detractors gives you an NPS of -70%.
If you have roughly the same amount of promoters and detractors, you will end up with a score around zero because that is the halfway mark of the range.
Otherwise, I totally agree with you and love the April Fools Voskamp post.
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Post by greenergrass on May 2, 2018 5:14:18 GMT
My day job - NPS is 85...My GREENER GRASS! LOL!
So much with Snap Fitness is beyond our control. Where was the answer to "relevance" when we needed it 5 years ago? We got "behind the 8 ball" and now some have lost confidence...can't wait to be done with this nightmare!
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Post by determined1 on May 4, 2018 17:50:52 GMT
cheryl, noticed that same thing on the internal, censored snap forum. The OP has a follow up post, but it's still blank. Meanwhile someone who wants to kiss ass is glowing about how they emailed him/her back.
Also, noticed that there's almost no content on that forum. Why bother posting if the only thing they're willing to post are things about how a deluded newbie is enamored with everything. "Oooh, the shit on the paper plate looked amazing"
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Post by determined1 on Jun 2, 2018 21:42:24 GMT
Had a member ask me about being a snap franchisee today. Apparently there's a snap for sale and this member expressed an interest. Of course I let them know about fitware, the cost of fitware compared to much better software offerings at a lower price with better support, the $8.95 program, modernization, transfer fees (funny, no one told them about these), the website, decline recovery charges, no auto update (instead we're charged for credit cards which don't go through).
Funny, how potential franchisees aren't made aware of any of these things. What I should have done was turned them onto this forum.
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Post by thatkidfromjersey on Jun 4, 2018 13:46:45 GMT
Yeah, I've had about a dozen or so potential franchisees contact me during my time as a Snap owner. I am always more than happy to share with them the truth about being a Snap Fitness franchisee.
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