GLOO APP UPDATES
MEETING UPDATE 15/10
(Group PT only - One-on-One/Partner PT will follow)
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Following last night’s meet up, I am hoping things are clear in relation to the booking system moving forward.
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👉 Summary of the meeting
In a nutshell, we tried to use a subscription-based booking system to allow you to be on a week-by-week subscription and yet also able to book forward beyond each week’s fees being paid.
There have been two problems -
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How credits have been explained and used (which is why James needs to speak to you so that we can arrive at agreed numbers and resolve your account before changeover), but also
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That we can’t have subscription credits being used beyond the weekly payment period going forwards. Which is why we have options for you moving forwards.
Again, to be clear - nobody’s subscriptions will run beyond the changeover date (this coming Saturday, see bottom). It is simply on you to re-sign up to whatever subscription or package that will best suit you.
A subscription sees a membership as the period paid for in advance. So, on a weekly subscription – this is 7 days. If you choose this option to keep your fees exactly the same, that’s fine – but it means that you can’t book beyond the 7 days paid for. It will then renew every 7 days so that you can then keep booking in.
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In retrospect, this is how we should have done it many months ago when we first moved to this credit system. And I apologise for these changes we now have to make.
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As I am sure many of you will remember, we did this as the upstairs gym-based group PT was only accessible by those paying a £35 a week subscription.
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To try and offer more flexibility, we moved to this credit system. We added a week of extra credits into your account at the very beginning and then assumed any unused credits would simply be used to reserve slots further into the future, mostly trying to keep people with a consistent 2 week period of bookings.
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This unfortunately has gone wrong. And there has been confusion about the “credits” – which is why James is calling you to make sure we can sort things out and make sure the transition can be as smooth as possible.
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🔥He is available between 2.30pm and 4.30pm today if you are able to give him a call. Otherwise, he will be trying to contact you.
So, the package option enables future bookings more easily. This, in the longer-term, will give you the most control and flexibility over your bookings.
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The challenge is I have to use a consistent cost per credit to create the packages. I have used the bronze (£20 for 5 credits) so £4 a credit.
When I created other packages (silver, gold and platinum), I naturally reduced the cost per credit since those on a higher tier package were using more credits per week.
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It is not possible to discount like this on a “package” system since you could use 5 credits in a week, in a day or over a month for example – so not the same.
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The benefit is that when you are away, sick or just not able to come in for any reason – you save / don’t lose any credits.
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Whereas on a subscription (like a membership) you would not be able to take advantage of the membership if you were sick or away for example. This is how the subscription was supposed to run (but hasn't been and hence the changes), and needs to run if you choose a subscription route.​
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I hope this is clear and makes sense.
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The final piece is answering the question – why can’t we just carry on paying the same price as we were. And the answer to this is that you can. Just not with the flexibility of rolling over credits into future weeks.
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To have the benefit and flexibility of being able to book ahead, it just means a package is the best option – but has to be based on a £4 a credit rate (so £4 for a cardio class, £8 for a Group Studio PT and £16 for a Gym-Group PT session). This reduces to £3.66 per class, £7.30 and £14.60 for group personal training on the bigger packs.
Important: Next Steps -
Given the exchange with those attending last night it was apparent moving the change over date to this Saturday would be the best idea.
I appreciate not everyone was there. But this would mean that from today, no further payments will come out.
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Given you can’t use this associated credit anyway – this seems appropriate and best serves you.
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I know it might seem quite quick – but I do think it will best serve everyone to move things forwards so that you can start booking again.
This will mean I will wipe the system from Saturday evening and then you can go live with new bookings from 4pm Sunday. That is Sunday 19th.
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Please do make sure you can chat with James between now and then. We will still hold the Monday 8pm opportunity if anyone would like to come and chat things through or discuss any problems.
One-on-One and Partner PT updates will follow.
Thank you for your patience and understanding.
Darren
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PS Subscription fees - exactly the same (7-day recurring credits)
PPS Package fees - blocks of credits at £4 a credit (book ahead, cancel and be recredited as need)
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​Hi everyone,
This one's just about the booking system and pricing moving forwards.
We can keep ALL subscriptions as they were -
Bronze - £20 (5 credits)
Silver - £25 (8 credits)
Gold - £30 (10 credits)
Platinum - £35 (15 credits)
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But they have to renew every week
Without the ability to book beyond the week paid for
This is the only way for a subscription
James is speaking to you guys on the phone so clear what has happened
How this would work -
So, assuming renewal date is a Sunday for example
You will be able to book through to Sat and not beyond
Then on Sunday again rinse and repeat each week
Can still request a holiday break
We will make this for 7 days or longer (not 2 weeks or longer)
With 14 days notice
And for those who want to book ahead.
We will still have packages of credits
Based on £4 per credit -
5 Pack £20
10 Pack £40
20 Pack £80 (with 1 extra credit)
30 Pack £120 (with 3 extra credits)
40 Pack £160 (with 5 extra credits)
(time to use 6 months)
Yes more expensive, I understand
But with flexibility to use however you choose
And can book into the future (up to 6 months)
The bigger package with extra credits (reducing cost per credit)
Hopefully with choice can find a way to make it work as, of course, I would prefer not to change anything, but that is not possible - as James will explain on call or this evening so can understand.
Darren