Recurring Services/Club Account Management Guide

When members purchase recurring services (RS) at Edge, our billing system, ABC, automatically bills their credit cards.

Note: In order for ABC to automatically bill the client’s credit card, ensure that the billing section in Datatrak is set to “Yes.” You can verify this setting using the report “Edge – Bill via ABC Set to No” which is discussed in the Overview of Key Reports section below.

It’s your job as the General Manager to keep track of income from recurring services, as well as responding to any issues or problems that might arise. In this topic you’ll learn how to:

  • Run key reports to track income projections, cancellations and charges, past due accounts, and other issues
  • Set up your key reports as “Favorites” in Datatrak so that you can locate and print them easily each day
  • Use the reports to manage your responsibilities throughout the day.

Overview of Key Reports in Datatrak

Review the following reports on a consistent basis. It is advised that you mark these as “Favorites” in Datatrak so that they can easily be referenced. Instructions to do so are located below.

1 – EDGE TO RUN by TRAINER OPEN MONTHLY + OPEN PACKAGE

  • When running this report, select the month and year of the timeframe needed.
  • The report is sorted by employee and shows paid/projected/total cash flow as well as the event the member is paying for.
  • Run this report on the 1st of the month and every day of the month to compare growth/loss.

2 – EDGE – Fixed Interval Projections –RW

  • When running this report, select the timeframe of the ‘next billing date’.
  • The majority of fixed interval projections are for ‘Edge Strong’. Hamden/Derby will potentially have bi-weekly PT customers on this report that were set as fixed interval.

3 – EDGE – Event Status –canx and charged

  • When running this report, select the event date and completed date (typically yesterdays’ date). The report defaults to search for Canceled-Charge and Canceled-No Charge events – this can be adjusted.
  • Run this report on a daily basis.

4 – EDGE – Club Account past due

  • When running this report, select the due date in the date field that you want to see.
  • This report will show the members that have a past due amount, the amount that is past due, and the number of days past due.
  • Run this report on a daily basis.

5 – EDGE – Club Account Declines

  • -When running this report, select the draft date in the date field that you want to see.
  • This report will show you all Club Account declines that have been billed by ABC.
  • You may see multiple records for the same member. This signifies how many declines they’ve had based on the timeframe of the report.
  • For further information on managing/activating/ABC billing of Club Account, refer to the next page.
  • Run this report on a daily basis.

6 – EDGE – RS Deactivated with email

  • When running this report, select the deactivation date in the field that you want to see.
  • This report is used to gauge trainer performance based off of cancels. If a particular trainer has mass cancels, this should be a red flag.
  • Run this report on a daily basis.

7 – EDGE – RS Created

  • When running this report, select the created date in the field that you want to see.
  • This report is to be compared against the deactivated RS report to show growth/loss.
  • Run this report on a daily basis.

8 – EDGE – Bill via ABC Set to No

  • This is a good report to ensure our clients are set to bill automatically through ABC.  In most cases clients’ Datatrak Record should have automatic billing set to “Yes” in Datatrak. Occasionally there will be unique situations when a client requests that the account be managed “In House.” In this case the billing option in Datatrak is set to “No.”
  • When running this report, be sure to select the relevant club in the appropriate field.
  • Run this report weekly to ensure that no clients have been set to “No” for automatic billing accidentally.

Set Up Reports as “Favorites” in Datatrak

  1. Open Datatrak by entering your User Name and Password.
  2. Press Enter.
  3. Scroll over the Menu and select Reports > Manage. A complete list of reports displays.

Reports Green Button

  1. To mark the reports you wish to save as “Favorites,” click the green radial button with the white plus sign in the center. The report will now display in your Favorites List.

Note: To locate the report more quickly, type the report name in the Search field in the upper right corner of the screen, and click Search.

Run and Print a Report in Datatrak

  1. Open Datatrak by entering your User Name and Password.
  2. Press Enter.
  3. Scroll over the Menu and select Reports > Manage. A complete list of reports displays.

Reports Green Button

  1. Click the relevant report title. A series of parameters displays.
  2. Enter the appropriate parameters to define the data that will display in the report, such as a date range or club.
  3. Click Run Report at the bottom right of the screen. The report displays in .pdf format.

Note: If you want to print the report in a format other than .pdf, for example if you would like to have the data in an Excel file, at the top left of the report screen click Format Type and select the relevant format from the available list.

Run Reports from Your Favorites List in Datatrak

  1. Open Datatrak by entering your User Name and Password.
  2. Press Enter.
  3. Scroll over the Menu and select Reports > Manage. Your Favorite reports display.
  4. Click the relevant report title. A series of parameters displays.
  5. Enter the appropriate parameters to define the data that will display in the report, such as a date range or club.
  6. Click Run Report at the bottom right of the screen. The report displays in .pdf format.

Note: If you want to print the report in a format other than .pdf, for example if you would like to have the data in an Excel file, at the top left of the report screen click Format Type and select the relevant format from the available list.

Manage Recurring Services

Please refer to the numbered reports in the Overview of Key Reports in Datatrak section, above.

Overall Management and Meeting with Each Personal Trainer

  1. Run Report #1 (EDGE to Run by Trainer Open Monthly + Open Package) as early as possible on the first day of the month, and save it for the remainder of the month.

The budget number on the ATB Dailies report is taken from this number, so it’s very important that, before the month starts, you take clients out of the schedule when either a trainer or a client is taking time off.

  1. Run Report #2 (EDGE – Fixed Interval Projections –RW) as early as possible on the first day of the month.

Edge Strong billing appears on this sheet.

  1. Use these two reports to go over the month each time you meet with the trainers.

The reports show the trainer’s recurring service for the month, and obviously the goal is to hang on to as much of this as possible. This is a cornerstone of our business, yet it is surprising that it does not happen 100% of the time.

What Affects the Final Amount Collected at Month End?

  1. Run Report #3 (EDGE – Event Status –canx and charged) every day.

We need to become maniacs on a mission in order to get these clients rebooked in as many cases as possible. We need to get in front of our Trainers every day and ensure that they follow through on rebooking the session. Be sure to meet with the trainers to resolve any issues of declining revenue due to cancelled sessions.

  1. Run Report #4 (EDGE – Club Account past due).

The projection amount listed in this report will continue to be run by ABC. This amount continues to be listed in our projections and is part of the EDGE TO RUN by TRAINER OPEN MONTHLY + OPEN PACKAGE report.

  1. Run Report #5 (EDGE – Club Account Declines) to view the history of collection attempts for recurring services that have not been paid.

These accounts need to be investigated and a determination made for how to resolve this issue and have them paid.

What Affects the Final Amount Long Term?

  1. Run Report #6 (EDGE – RS Deactivated with Email).
  2. Run Report #7 (EDGE – RS Created), being sure to filter out rewrites.
  3. Compare our created and deactivated accounts, looking for large numbers of deactivated accounts for particular trainers.
  4. You will need to address any issues with the Trainer during your prep meeting.

Daily Report Habits

  • Run Report #1 (EDGE to Run by Trainer Open Monthly + Open Package) every day, and compare it to the one you ran on the first day of the month.
  • Run Report #3 (EDGE – Event Status –canx and charged) every day, and meet with the trainer to ensure that they follow through on re-booking appointments.

If the Trainer is unable to re-book an appointment with a client, refer to the Follow-up Procedures.

  • Run Report #4 (EDGE – Club Account past due) every day to monitor outstanding payments. Obviously the sooner we resolve these issues, the better. We don’t want to get to the end of the month and bombard clients (who are our best customers) with phone calls unnecessarily.

Weekly Report Habits

  • Run Reports #6 (EDGE – RS Deactivated with email) and #7 (EDGE – RS Created) on a weekly basis, and meet with each trainer to discuss the reasons for a client may have stopped their training.
  • Reach out to the clients on the “Deactivated” list and attempt a rescue. Ask:
    • What was the “real” reason for them stopping?
    • What results did they achieve?
    • Did the Trainer provide them with a Four Pillar Program? If the answer is “no,” would they be open to meeting with a trainer that does?

Manage Auto-Disabled Recurring Services

This section details the process of managing auto-disabled recurring services (RS) – those that ABC has been unable to bill and has taken off of automatic billing.

  1. Open Datatrak by entering your User Name and Password.
  2. Press Enter.
  3. Scroll to the Menu in the upper left of the screen.
  4. In the Members column, select Recurring Services. All active RS display.

Disabled Recurring Services

  1. Use the Search option in the upper left of the view to filter or sort as needed.

A red X next to a member’s name indicates that their account has been auto-disabled. This generally occurs when ABC has received a hard decline on their card in club account.

Update Club Account Payment Information

In this section you’ll learn how to update the club account payment information by changing the credit card on file for the client.

In the event that a recurring services payment is not automatically billing, be sure to check the Club Account section on the Billing tab of the membership. To do this:

  1. Open Datatrak by entering your User Name and Password.
  2. Press Enter.
  3. There are three ways to locate the client’s record in Datatrak. You can:
  • Scan the member’s bar code. The name displays on the screen. Click the name to access the client record.
  • Click the member’s name on the screen if the member has already scanned into the club. The client record displays.
  • Search for the client record by scrolling over Menu and selecting the Members column > Manage. Type the member’s first and last names into the Search fields, and click Search. Click on the member’s name to open the client record.

Client Record-Billing Screen

  1. Click on the Billing link at the top of the screen (four from the left). The screen contains three sections: ABC Membership, Card on File, and Club Account.
  2. In the middle of the page, under Club Account, click the Add a New Payment Option At the top of the screen that displays, a payment option field defaults to “Credit Card.”

Note: If the client wishes to do an Electronic Funds Transfer, select “EFT” from the drop-down list in the field at the top of the screen.

  1. If you have a card reader, swipe the card to capture the number in the Credit Card Number Otherwise, type the number.
  2. If necessary, enter the card’s Expiration Date.
  3. Select the three checkboxes: ABC Membership, Card on File, and Club Account, so that the credit card information is applied to both membership fees and personal training and any other club account fees.

Note: If the customer wants to put their ABC Membership fees and Club Account expenses on different cards, select the checkbox only for the Card on File and other option to which the current credit card information applies. You will then need to go into either the ABC Membership or Club Account fields on the Billing screen and enter the second card.

  1. Click OK to save the new card information.