Payment Management

Monitoring payments

Twice per month each club receives a set of reports showing:

• Members payments for the previous two payment dates
• New members submitted since the previous report
• Non-payers with our recovery action clearly indicated

Payment is made to each club once these reports have been sent and this appears in the relevant bank account a few days later.

A master statement is available either online via our membership portal or is mailed at the end of each month. This provides:

• Confirmation of membership payment
• A list of each member in alphabetical order
• Each member's status, last payment and other key membership management information

Text message payment reminder

A monthly text message reminder can be sent to members a week before their monthly membership payment is due. This can include a link to an online payment page, making payment even easier. Text messaging generates an instant reaction.

Prompt payment resolution

For a minority of members, keeping up with payments can become a problem. Our approach is to identify issues as quickly as possible and provide a path for payment to resume. Our 'firm but fair' approach produces a 98% payment collection rate while minimising confrontation. In all correspondence we emphasise the health and lifestyle benefits of gym membership.

Step-by-step approach

From the first day of non-payment onwards, regular letters are sent, giving members current details of their arrears and ways in which payment can be brought back up to date. This usually prompts a phone call, which then allows us to enter into a dialogue to reconcile the situation and retain the member.

If membership payment resumes, this is forwarded to you on the next remittance date. In the case of persistent defaulters, after a series of letters has been sent providing clear membership payment options, we pursue the debt in ways to suit the requirementsof individual clubs, ensuring the highest possible percentage of resolution.