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avoid discussing employee issues! 3. Member


Relations. Did


your front desk person have a conversation with a member about freezing his account? Where is that conversation notated so other team members can see it? Hopefully, your club management software offers basic CRM (customer relationship management) functionality. Use it! It’s


extremely important that you’re tracking member inter- actions through clear notes on their accounts. This helps to provide the member with consistency in experience and prevents him from having to relay the same information multiple times. It also eliminates the “he said, she said” trap in which we sometimes  nd ourselves by making it easy to look back on what was discussed during previous member interactions.


Bonus Thought: If your soft- ware allows for follow-up or ticketing, it makes it much easier to schedule any necessary tasks concerning members’ needs with your management team. A system of proper notation and follow- up ensures nothing falls through the cracks.


So, roll up your sleeves


and grab your pen! With some upfront effort to create clear policies, the discipline to ad- here to those policies and the dedication to follow through with consistent documentation, you set your business up for success.


(Melissa Knowles is Vice President of Gym HQ - A ClubReady Company, and she can be reached at mknowles@ clubready.com)


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