Arrears

Arrears SMS Scripts:

"SMS Template:

Hello, I hope you’re doing well. It's Josh the Club Manager at Anytime Fitness and I wanted to gently remind you about the outstanding amount that’s due. 

I completely understand that sometimes things can be challenging. If you’re experiencing any difficulties with the payment, please let me know, and I’d be happy to discuss a solution or alternative arrangement that could help. 

Thank you so much for your attention to this, and please reach out if there’s anything I can assist with to resolve the issue.

Email Template:

Subject: Friendly Reminder: Outstanding Payment

Hello there,

I hope this message finds you well!

This is Josh, the Club Manager at Anytime Fitness Mount Druitt. I wanted to kindly remind you of the outstanding balance on your account. I completely understand that life can get busy and challenges may arise, so please don’t hesitate to reach out if you’re experiencing any difficulties with your payment.

I’d be more than happy to discuss a solution or explore alternative arrangements to help make things easier for you. Your membership is important to us, and we’re here to support you in any way we can.

Thank you so much for your attention to this matter. If you have any questions or need assistance, please don’t hesitate to contact me directly at [insert preferred contact method] or reply to this email.

Looking forward to resolving this together!

Best regards,"

Print out your list from step 1 and get calling! Remember

1. ALWAYS check the notes and leave notes. You may see a prior note that tells you the days they get paid or why they might be in arrears.

2. Are they out of contract, if so, have they used the gym in the last 2 weeks? (Anything longer than two billing cycles, a call can be attempted).

3. If out of contract, has their arrears fallen behind more than 2 debits? (Anything longer than two billing cycles, a call can be attempted).

4. If in contract, do they have more than 2 or 3 months left? (Anything longer than two billing cycles, a call can be attempted).

5. Have the members account open and ready to go if they do answer or ready to leave a note that they did not answer

6. The arrears in the top left corner of the members account does not have the admin fee included. The admin fee and the arrears total are found in the payments tab on the bottom right-hand corner. 

7. If their payments say, 'lost or stolen' or 'declined'. We have to call them no matter circumstances because they need to update their banking details. 

8. When writing notes after arrears calls, whether they answer or not, include the current outstanding amount at that time. Eg called for arrears - no answer $87.80

Step 4: Debt collection warning email

Unfortunately, sometimes our members fall so far behind in arrears that we do have to send them to our debt collection company called Ecollect. 

Once a member has fallen into arrears $100 or more we need to send them a debt collection warning email. This will hopefully be enough to get them to make a payment before we actually have to send them off to Ecollect. If it is not enough after sending this email we still continue to try get in contact with them via a phone call, email and text however, once they terminate after 91 days we stop all communication with them. 

DEBT COLLECTION SAVER OFFER:

Generally after sending the debt collection warning email or letter you will hear back from some of your members. At this point we can offer them a deal to come back to the gym by waving the current arrears owing then simply adding the payments onto the membership by extending their minimum term (membership agreement). We offer this for two reasons 1. The member may really want to come back and use the gym but they cannot afford to pay the full amount owing up front. 2. Ecollect takes 30% off all arrears they collect. This can add up over time so they really are a last resort for collecting these arrears payments.  

Steps:

1. Go to member profile.

2. Check the current arrears owing.

3. Check if they are in contract or not.

4. Work out how much their current arrears would be in weeks.

5. Whether they are in contract or not they would have to commit to staying the same amount of time to the current arrears owing. (+ the rest of their minimum term if they are still in contract).  

6. Call the member using the script.

7. If they agree to this offer over the phone please do not make any changes to their account until they come into club and sign the new agreement again. Why? Because if they do not end up coming in to sign the new extension agreement we cannot hold them accountable for those payments in the future.

8. If they are interested / say they will come in, create a follow up task to make sure they don’t forget as we cannot make any changes until they do.

9. Once they have come in you will need to check all details on their account are up to date. EG, member photo, address, phone number, email, pre x, and membership agreement signed. 

10.  Go to payment tab to confirm their overdue amount and make a note of their outstanding arrears. You will then have to go Update membership > Write off and write off the arrears. IMPORTANT: MAKE SURE YOU WRITE OFF THE ARREARS BEFORE UPDATING THE MEMBERSHIP.

11. How to update and extend a membership in CW > Go to member profile > Update membership > 12 month DD weekly, FN or monthly (what they were on prior) > Change membership rate (what they were previously on) > Change end date to equal the arrears amount + their minimum term (only if in contract) > Erase the joining fee and key fee > Confirm and continue > Collect pro rata payment > Next > Payment type > Add BSB and ACC no > Staff name > Sign agreement > Take photo > add pre ex into CW notes > Write notes. 

12. Help them get back on track with their goals by setting them up with a free PT session or AF workouts app training.