Introduction
This interview dives into the inspiring story of Memorial Health Club’s (MAC) journey with adopting SHC, a member-focused app.
We’ll explore the challenges they faced – from a staff learning curve to overcoming member resistance to technology. But most importantly, we’ll see how this journey ultimately led to a thriving health club with a highly-rated app (4.9 stars!) and a more connected member experience.
Join Carrie Gimmestad, the Member Engagement Director, MAC, and Radha Kashyap, SHC’s Content Marketing Manager, as they discuss:
- The Pandemic Push: What drove MAC to adopt a member app in the midst of a global crisis?
- Tech Tentativeness: How did both staff and members deal with the initial learning curve of a new technology?
- SHC’s Support System: What kind of support did SHC offer to help MAC navigate the initial phase?
- Beyond Bookings: How has the app expanded to include features such as Purchases on the App?
- Member Satisfaction: How has the app impacted the overall member experience at MAC?
- Lessons Learned: What advice does Carrie have for other health clubs considering a similar path?
This conversation offers valuable insights for any health club looking to embrace technology and create a more engaged and empowered staff and member base.
Radha
Carrie, you know, Ruchika was telling me that your club started with us back in 2020. So this was the beginning of the pandemic which was like a pivotal time for all businesses.
And what we want to start with is – What prompted you to make this change to a member app and how were you doing your member ops prior to this? And was this the first time you were using an app software like this?
Carrie
Okay, so we did start using it because of the pandemic and we needed to make reservations.
People had reservations in the classes as well as swim lanes because we were having them book individual swim lanes at that time. And the only software we were using before was the Mind Body app. That was because we could take payment for Pilates reformers, because SHC didn’t have a paid platform at that time.
Radha
Okay, great. Can you elaborate a bit more on how you were doing your member ops with MindBody?
Carrie
So with MindBody, we just gave them (members) the link to the class and they signed up on the link.
Radha
Got it. So was there any unease or did you have concerns about using tech for your member actions like calendar or booking? What were your concerns personally about learning this technology and what were the concerns of your staff and your team?
Carrie
So the concern for the members was that we have a lot of elderly members and a lot of them don’t have phones or smartphones that they can use in the capacity that we needed them to use.
And then for us as a group and the company, we don’t have a tech department, so I became the tech person and I am a group exercise instructor and a director here at the club.
Radha
That must have been a big shift.
Carrie
I’m not a tech person (laughs), so that was our concern.
Radha
So then how did that experience end up going? The learning process of, you know, learning this new software and onboarding? What was easy about it? What did you struggle with?
Carrie
Well, it wasn’t easy at all because I didn’t know anything really that well. But with the help of you guys, we were able to get it going.
Radha
That’s great. That’s great to hear. And were you surprised by anything?
Carrie
Um, about the booking and the calendar?
Radha
No, about this learning and onboarding process.
Carrie
No, it just took a long time.
Radha
Of course, it is a learning curve.
That’s actually the next question, how long did it take you to learn the app and start using it independently and confidently? And how much time did your trainers and your staff take to learn? And what about your members?
Carrie
So for me, it was like a couple months. And then for me to get confident in it, probably 8 months, um, because I still didn’t know because, you know, things kept popping up and you don’t know it until you’re in the middle of it.
And then for the members to get it, for the members to fully get on board, I want to say it was a year. So for all of them to get on board, you have, you have a lot of people that just like got onto it really quickly. And then some people that didn’t.
So I would say, yeah, a good six to eight months before they adopted it, and I still have some trainers that don’t even use it.
Radha
Oh man, okay. Yeah, I get it. There is always that reservation with new technology. What kind of problems did you encounter while launching the app to your members?
Carrie
So we had problems just like a glitch: A class or a spot showing up that shouldn’t be there. And members’ accounts not getting picked up and stuff like that, but it all worked out.
Radha
Any reservations from members, like any pushback from them?
Carrie
Yeah, we had some pushback because they did not, a lot of them didn’t even have email addresses, so we had to figure out something for them.
Radha
All right. And when you started using the app, what were the modules you were using at that time?
Carrie
We were just using the booking for our classes.
Radha
Okay, cool. I think you guys have shifted to using quite a few more now. What are you guys using now? And how do you feel about your technology adoption journey?
Carrie
The purchasing ended up being really good. We were able to set up inventory and get the Pilates and Reformer program going. And then also we have special events that members pay for and that’s been good.
And one of the things was non-members having to create an account, but once that was explained that it made sense to the rest of us. I understood, but some of the staff members here didn’t like our non members having to create an account. But once I explained that we needed to know who that person was, it worked out.
Radha
But moving on, what advice would you give to clubs like yours about adopting a member app and what best practices can you share with them?
Carrie
So I would just say that, to give it time. You know, everybody will pick up on it, especially if it’s new and they don’t use an app.
And then the best practices on the app: I like seeing people’s names and, you know, when they have a birthday. You have a little birthday cake next to their name and I like that. I like to tease them and I like to know their names, so that’s what we really like about the app.
Radha
That’s great. The personal touch is really good. And what advice would you give these clubs on how to choose an app while buying a member app?
Carrie
So you want one that’s easy to use and cohesive with the members and it’s something that you can explain well to them.
Radha
Right. That makes a lot of sense. And anything on the support that you got from SHC in the early stages of your adoption, was it adequate? And, you know, being honest here, anything we could have done better in that stage?
Carrie
Yeah, and so then what you guys did to make it better was that you provided this Weekly Call. They also had set up in the very beginning, we had a forum. So it’s like a couple of the other clubs, we would all get on a talk with Praveen and I was only in on probably about four or five calls with them. But it was other people that were adopting the app as well and all of the problems. And so it was like a little group of people that could complain together.
Radha
Yeah, like a support group.
Carrie
And they kind of helped me go, well, this is what we did to get around this problem. And it was, that was good in the beginning. And then the Weekly calls that I have with Ajay makes it so much nicer. Because then I know I have an opportunity to discuss with him what is going on.
Radha
Yeah. And you can prepare and take all of those questions at one time. So that actually leads us into the next question. What support do you get from SHC now? How much help do you need from them now? And what type of help is that?
Carrie
Okay, so from SHC, I do get the weekly calls and then also I probably email them at least once a week with a member question or a member issue or something.
So I would say about once a week and just about member issues is the only thing that I really need help with or setting up something that I hadn’t set up in a while. A Program or a Class a certain way, um, that I don’t normally do on a daily basis. So, I just need a refresher, or if my notes are not clear, because I have a whole file of notes and I try to go back through my notes, but sometimes I’m like, no, how did I do that?
Radha
Yeah. I mean, I think the clarification is always helpful. We’re at the end of this. Overall, how do you feel about your tech adoption journey? Because, you know, you were telling me at the beginning, you’re a bit new to this. And would you do it again? That’s the big question
Carrie
Yeah, so I think it’s good. It’s definitely broadened my horizons. So it made me a little smarter on certain things. And yeah, I would definitely do it again. We needed it. We needed it for the survival of the club when we first opened up after the pandemic.
And I think it’s important for the members to be able to have the schedule readily available via the App, and the members are now hooked on it. They have their barcode on it, and they can see upcoming events, and are informed on what’s going on at the club.
Radha
Yeah, that’s amazing. And I actually, before this call, I saw on the App Store that your app actually has a really great member like app rating of 4.9 stars. So we hope that means that the members really like using the app and are getting what they need out of the app. And yes, we love to hear that.
Carrie
Good. Yeah.
Radha
No, that’s great. Carrie. Anything you want to close with any more that you want to tell us about your experience with using this member app and just in general, you know, what you would say to other clubs?
Carrie
I would just say to stick it out. SHC will help you through it.
The one thing that I really liked about SHC is that you wanted us to be successful. And so you worked above and beyond to make that happen. You actually stuck it out and followed up. You admit when you’ve made a mistake or it’s an error on your end and stuff like that.
Yeah, I would tell people to stick it out and just, they want to make you happy, so that’s a good thing.
Radha
That’s the best thing to hear. Thank you so much for chatting with me, Carrie.
Carrie
You’re welcome.
Radha
Yeah, I hope you have a lovely rest of your day. I’ll probably be closing my day pretty soon now.
Carrie
Yeah, good, go home, go sleep now. Yes, of course, yeah. Okay, well thank you and thanks for working on our time, I appreciate it.
Radha
Of course, of course, no issues. Thank you again..
