Recently, a club owner contacted me and told me the system that we installed for him was in question. As I spoke further with him, we learned that he was only using the system when the member suited the program. Many new members were excluded in the program, because the salesperson didn't enroll them.
This is exactly one of the problems in our industry. If we even have a new member induction system, we have very little control over the entry and the process of how it is done. If you are going to install any system in your club, then accountability is key to the success of the system. What you don't measure, doesn't matter.
We allow our staff too much freedom and sometimes decisions are made for the wrong reason, that is one that is not inline with your companies policies. An excellent example is a club that I worked with had a 30-90 minute "getting started" program, when I ask how did they decide who got 30 and who got 90 minutes, the answer was silence. They didn't realize that their system had no system. It is too easy to meet with people we relate to, and difficult to relate to the ones that are different from the norm. Well folks, in the US market, 85% of Americans are different from "our Norm", we need to learn to speak there language.
tom
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