Club Pilates Conquers Time Zones – This Studio’s Secret to 70% More Membership

Written by Kelsie Stone

From Dawn to Dusk to Dawn… and On!

Krystal M. Harris, owner of Club Pilates McDonough West, knows how important it is to be able to be available for clients at all hours of the day, as well as to work through multiple time zones and deadlines. With plenty of sister locations on the west coast, it’s not uncommon for her Georgia-based studio to receive digital leads during off-hours. As recommended by her franchisor, Harris chose ClubReady Concierge to manage those leads as soon as presale began at her location.

“It really fills in the gaps for contact,” said Harris. “We really didn’t leave a lot of stones unturned, and it really helped us get the membership level to where we were hoping to be – because our future members were being answered even when we were not on the clock!”

Concierge’s support doesn’t stop at time zones. When Harris noticed a personal edge needed in their lead follow-up templates, she asked Concierge to employ a change in the language. “[They’ve] been able to implement any changes that I requested as I strategized with corporate during presale to offer more to our potential members,” she said. “I would say that if you communicate with them, they can actually be true partners in your progress.”

The Numbers Talk, and Members Don’t Walk (Away)

Concierge’s services make managing leads far more, well, manageable. “I’m taking Concierge up to opening, and then I have my staff in place to take us the rest of the way and help create the community I envision,” said Harris. “They have been very helpful in getting my leads answered… I could give [Concierge] credit for 70% of my membership base.”

With numbers that high, Harris is confident her ROI is equally impressive. “Do I bring in the same amount of money that I pay out to Concierge every month?” she asked, referring to the reporting and tracking provided by ClubReady. “Yeah. I could actually quantifiably calculate that. I do have data that suggests that it’s a worthwhile expense.”

Harris also remarked on the direct line she has to her Concierge team. “As an owner, being able to communicate directly with the people who are overseeing it has been helpful,” said Harris. ” I just feel like there’s a personal touch that made me feel like my business was supported.”

Second Studio, Same Service

As a second location opening looms, Harris knows her plan for her business’s future. “I’m opening another one and I’m absolutely throwing Concierge on there,” she said. I’m taking Concierge up to opening, and then I have my staff in place to take us the rest of the way and help create the community I envision.

“Concierge is a great investment,” she said, considering other studio owners. “You’re gonna get a lot of [leads] and you’re not gonna know what to do with them… So let Concierge take over. They are really experts in this area,” said Harris. “They’re gonna give you a lot of sales. Include them in your team. That’s what I would say.”