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Post by cheryl on May 3, 2018 2:29:44 GMT
Snap definition of retention - Thinking that fitware has started working properly, only to find it failing miserably again and bringing the tension back to your day.
Being able to pull in new member billing when a credit card is lost or stolen is the easiest way to improve your retention numbers. This is even documented in columns about improving retention. It's the low hanging fruit. It's much easier to update credit card billing information automatically than to go out and sign up a new member, by a factor of 100.
How is it that snap still fails to see this? I know they collect money for every declined account via their decline recovery fee, but it's more advantageous in the long run to retain the member.
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Post by determined1 on May 15, 2018 13:25:03 GMT
snap has no clue on how to create retention. From what I'm hearing they believe MyZone is their answer to retention. We have several clubs in the area using MyZone. It's not a differentiator and if someone leaves my club and goes over to one of those other clubs their MyZone connects automatically. I've had members from those other clubs come in and their myzones connect to my system.
I've also had members from other snaps come into my club. I ask them if they have a myzone and so far the answer has either been "no" or "they gave me one, but I haven't done anything with it". If people are given something for free then the perceived value of that thing is $0.
Another stat that they through around is that members with myzone tend to stay around longer. Here's a news flash. If they have a myzone, fitbit, applewatch, garmin, etc they're going to be more health conscious, work out more often and stay with it longer. However, right now they have skin in the game. They paid money for that device. They want a return on it. Give it to them for free and without ever putting it on they're already realized their ROI.
I'm so tired of the data being spun in absolutely bogus ways. I'm guessing that corporate doesn't realize that many of us have done well because we think for ourselves and aren't persuaded by their BS.
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Post by Close down on May 22, 2018 14:55:06 GMT
Hey Cheryl- Why don't you just close ? Complaining on a forum isn't going to help your revenue
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Post by cheryl on May 22, 2018 16:57:01 GMT
From stupid people come stupid questions.
Wanna know what helps revenue? Not having to deal with idiots who haven't a clue on business, fitness, retention, or anything else. Wanna be profitable? Don't incorporate any of snap's ideas, get a grip on what's going on in the fitness industry (in the future) and start making those changes now.
Or you could go the snap route... Look in the rear view mirror and incorporate changes which other clubs have been running for years (BTW, which they're also looking at changing and getting rid of)
Oh, and in addition - going back to the original point is to incorporate the ability to automatically update member billing. This way when their card is reported lost or stolen, a replacement chipped card is sent out, the expiration date has passed you don't wind up with a delinquent member who is 82% more likely than a non-delinquent member (2014 IHRSA report on best club practices) to cancel their membership.
But go on, keep looking at all of the shortcomings of snap, fitware, FOD and other snap programs and whine and cry about people complaining. It's so much easier than actually taking action and fixing what's wrong. Kind of like taking your new car back to the auto dealer and telling them it's leaking oil all over the place and they whine and cry because you're "complaining". Hey car dealer - FIX the fucking problem. I don't want to hear that the gaskets you used aren't compatible with the engine.
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Post by I Love Snap! on May 22, 2018 19:09:07 GMT
Cheryl, What actions are you taking other than whining and crying on this forum to fix whats wrong? If you whined about your car on a forum would that get it fixed?
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Post by thatkidfromjersey on May 22, 2018 21:29:52 GMT
Cheryl, What actions are you taking other than whining and crying on this forum to fix whats wrong? If you whined about your car on a forum would that get it fixed? We are actually working on taking several legal actions against corporate, including, but not limited to, class action lawsuits. These actions will most certainly fix what's wrong.
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Post by determined1 on May 23, 2018 1:42:55 GMT
As I've said before ignore the posts from Guest accounts, they're all the fatman (JV) and he's the poster boy for having no idea what it means to be fit, in shape, run as much as a newspaper route or be profitable. Follow his advice at your peril.
Posting as Guest allows him to avoid contradicting one post with another. No accountability, a favorite of snap.
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jv posing as franchisee
Guest
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Post by jv posing as franchisee on May 23, 2018 2:04:59 GMT
Hey, we love our club and everything corporate does to, I mean for, us. Why don't you stop complaining and sell your club to someone else that's not aware of how clueless snap is and let them start stealing from new people and swindling them. We haven't looked at any club management software and have no clue that we're paying 4 times for software that does half as much with 9 to 5 support 5 days a week. Not being able to do the simplest of tasks is normal isn't it? Then there's that wonderful fitpass program that lets anyone use our club for a month for free and pays us $0, while corporate collects $9 and tries to tell us they're just breaking even. I just love being a victim of theft of services and gee whiz, I'd never be able to think of letting everyone use my club for free for 30 days. What a genius marketing plan, and if I don't vet anyone think of all the money I'll make letting everyone beat the shit out of my equipment for months on end, one month at a time. I have as much cardio equipment as planet fatness, so having them take up valuable resources is a great idea. Why would I want to protect my paying customers when I can get $0/month people rolling through my club, the neighboring club, the other neighboring club and so on simply by changing their email address?
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Post by new franchisee on May 23, 2018 2:08:10 GMT
Hey, I know. I'll post my question on the internal snap forum, because it's so open and popular. Oh wait, there's only one post out there. Hmmm, I wonder why no one is using that internal resource?
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Post by oligarchy on May 23, 2018 2:13:55 GMT
We give snap good advice about managing internal forum, however they not take our advice about renaming it Pravda. They demonstrate good use of censor button, but disregarding our advice about using the gulag for those who post things they no like (95% of everything). Oh wait. I take back, making use fitware is much more punishing than Siberian gulag. Good work comrades.
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Conspiracy theorist
Guest
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Post by Conspiracy theorist on May 23, 2018 4:34:45 GMT
This forum may never accomplish anything, but it sure is good for a laugh. LOOK OUT! Johns behind you!
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Post by determined1 on May 23, 2018 12:14:53 GMT
Sorry, but by definition a conspiracy theory would be just that, a theory. When you have absolute proof that snap takes a vindictive stance against anyone they discover is proposing solutions on how to improve the system (what they like to refer to as "complaining") by sending them a "notice of default", for absolutely ridiculous reasons then it's no longer a theory, but a fact.
The question is, why would snap send out a "notice of default". In speaking with my lawyer it's quite clear. They want you to have to pay a lawyer to respond to their vindictive notice. The end result is that each time you have to respond it costs you a couple thousand dollars. Their end goal? To shut you up. They have no interest in improving the system. That would take intelligence and hard work. They lack both. When they can't pinpoint who's suggesting improvements to the system it infuriates them and you get posts like we're seeing which have corporate's fingerprints all over them.
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Post by determined1 on May 23, 2018 12:18:47 GMT
This forum may never accomplish anything, but it sure is good for a laugh. LOOK OUT! Johns behind you! oh, and BTW it would be John's, not Johns. Poor grammar is also a good indicator it's from corporate. Like I said, they're not too bright. Perhaps in the future they'll proof read what they send out to make it a little less obvious.
The only good laugh anyone has gotten is to watch snap try to create a business plan.
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Post by cheryl on May 23, 2018 15:44:10 GMT
Yes, the bad grammar is an easy give away.
"no, no this int John, im sumone elz"
It's just amazing how his stupidity is on display for all to see, even when he hides behind a guest account.
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Post by cheryl on May 23, 2018 17:13:13 GMT
Out of a retention guideline:
Infrequent check-ins, low club engagement, and open frustration with its services or staff identify a member as a high cancellation risk. In these situations, avoiding contact with the member and ensuring that their credit/debit card information is automatically updated is critical.
Sadly, snap doesn't understand this at all. What I was told once by a snap exec. "You should have a great relationship with all of your members so that when you call them they'll give you their new credit card information". This is a perfect example about how little snap understands about the fitness industry. In their utopian world every member is coming in 3 to 5 times a week and the staff can interact with them. Unfortunately this isn't reality. When the member isn't coming in frequently they point the finger at the franchisee for not doing enough. Now the belief is that if you give away a MyZone to every member you'll reach this utopia. Nope. Sorry, even with their MyZone you'll find that it's not enough to make them more active. The easiest retention tool is to automatically update their credit card information.
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