How to make sure your collection agency never impacts your brand in a negative way.
Look how far you’ve come. Your Google+ Ratings are better than ever before, everyone on Facebook really likes your gym, and now someone just tweeted about how great your Personal Trainers are… Everything is going great, and all of those extra hours and money spent on your Reputation Management are finally paying off. Now is not the time to take any risks that may negatively impact all of your ratings on Social Media, Right? First Credit Services has the answer.
#1. BE COMPASSIONATE. If a member disputes a bill or has a valid complaint, we don’t just ignore the issue at hand and go for the money. We give the consumer the chance to voice their concerns, and we listen to what they are saying. Nobody likes to be ignored. Our Agents are trained to listen first and offer a resolution that leaves our client (the gym) looking like the good guy.
#2. BE RESPONSIVE. Many Collection Agencies are hard to reach. When a member calls in to our agency it is imperative that we answer the phone and respond quickly. Voicemails, letters, and email correspondence are handled promptly. Nothing leads to more complaints on Social Media than a consumer who is unable to resolve the issue simply because there is no one to talk to. We have an A+ BBB Rating simply because we take the time to respond to every single consumer request in a timely manner.
#3. WE UNDERSTAND THE GYM BUSINESS. Chances are good that we have heard it before. With over 25 Years of Health & Fitness Experience, you can bet that our agents and supervisors have had plenty of experience dealing with every excuse known to mankind. Regardless of the complaint or excuse, we have created effective talk-offs geared toward putting the consumer at ease and still collecting the money required by our clients. It’s not easy, but being the best at something never comes easy!
The number 1 question gym owners ask a collection agency no longer has anything to do with cost or results…, it is all about maintaining a positive relationship with gym members regardless of the payment status of the membership.
Honestly, there are not too many collection agencies out there that care about your reputation as they are typically money-hungry, and only care about their own bottom-line. That is why it is so important to seek out the assistance of an agency that truly understands your business and knows how to maintain a high level of professionalism without alienating a single member. Here is how we do it here at First Credit Services.
We are First Credit Services… check us out www.firstcreditonline.com