Our clients always have some of the greatest things to say about us. So we have decided it was high time we shared some of them with you. Look for more soon. But first, here is a story that made us all smile.
“Yesterday morning I had one of those “bad feeling” encounters in our lobby. A member had asked to see me about something important which generally means it is not going to be good news. I found an elderly man in his 70’s waiting and asked if he could talk in private (another bad sign). He introduced him…self and asked me if I was the one who sent out the member e-mails, with a bit of hesitation I said “yes”. He told me he just received the Happy Birthday e-mail and wanted to personally thank me for the note, he said it made his day because no one was left to acknowledge his birthday. We proceeded to have a nice conversation; I now know his first name (Jerry) and he knows mine.
I’ve been intending to send you a note to let you know what a great retention (and sales) tool your service provides to our club. Yesterday’s experience prompted me to get off my rear end and let you know these encounters tend to happen since we began your program.
We don’t rely on just one tool to retain our members but your service does a much better job in the area of e-mail communication than we could ever attempt to do in-house (and much cheaper). Combined with other strategies we have seen measureable results including:
1. Improved member retention through a recession.
2. Increased participation and non-dues revenue by utilizing the e-mail invites.
3. Reduced work load for our staff who appreciate your support staff and professionalism.
We signed up with your service not knowing what to expect and I can now say we are not only satisfied with increased member retention but also surprised with the “intangible benefits “ that have come with the service – like making someone’s day!”
Harbor Square Athletic Club