This page contains a Flash digital edition of a book.
mark jennings

fitness manager, stevenage leisure ltd (sll)

software: technogym contact manager

Built in 1982, North Herts Leisure Centre – managed since 2005 by SLL in partnership with North Herts District Council – has undergone various refurbishments, the most recent and largest being a £1.5m project in the summer of 2006, which saw membership increase from 400 to 1,500 members. SLL introduced Technogym’s Wellness System to the centre in October 2006, and Contact Manager in 2009. SLL has also joined Technogym’s

North Thames Business Club, which meets on a regular basis to discuss operational issues, share best practice and benchmark reports from the Wellness System against other operators in the region and across the UK.

favourite software feature

The ‘who’s in’ page. This displays a list of who’s currently in the gym, their drop-out risk, duration of membership, and any tasks for staff to perform linked to those members’ usage patterns and training programmes. This helps staff prioritise their interactions and interventions, ensuring new members are given the support they need, lower usage members are encouraged to continue using the facilities and increase their visit frequency, and those highlighted as at risk of leaving are motivated and interacted with at the earliest opportunity.

results achieved

Monthly membership attrition has dropped by 3.35 per cent since the Wellness System was introduced – a 2 per cent drop in the first two years, and a further 1.35 per cent in 2009 by using

april 2010 © cybertrek 2010

SLL has seen low-usage members increase their visit frequency by 16.5 per cent

the Contact Manager module to effectively contact members. The 12-month retention fi gures have

shown an increase of 8.5 per cent over the same period, generating an increased annual income of £21,000 or more. The centre does not run any membership contracts but the average length of membership now exceeds 17 months. Contact Manager reports in 2010

show that members contacted as a result of ‘low usage’ triggers have increased their weekly visit frequency by 16.5 per cent. Meanwhile, the surveys section of

the Wellness System also allows us to get feedback from members on a range of issues – member confi dence, customer satisfaction, goals and success rates and so on – which helps us to further improve service levels and highlight members needing extra help in achieving their objectives.

if i could change one thing…

We’ve trialled the most recent addition to the Wellness Solution – the dashboard – which enables us to easily monitor KPIs throughout the month, as well as via end of month reports.

The ‘who’s in’ page provides a list of members currently in the gym

Possible progressions with this feature could enable staff to delve deeper into these instant reports, saving time by automatically compiling lists of members’ contact details – staff currently have to generate these lists themselves.

Read Health Club Management online healthclubmanagement.co.uk/digital 53 Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76
Produced with Yudu - www.yudu.com