Employee Profile – Abigail Bell
Welcome, Abigail Bell, to Gym Insight! Now in her fourth week of employment, we are proud to announce our newest customer service representative came to us from long-time Gym Insight customer Whetstone Fitness, where she was their general manager.
Hiring Abigail is a huge win for us. She brings eight years of hands on, daily experience using our gym management software at a rapidly growing club. We feel this practice will be invaluable in her ability to help our customers.
Don’t worry. We did not steal her!
Honestly, we just got lucky. Abigail and her husband recently bought a second home in a sunnier state with the hopes of climbing even more often than they are now. To make this happen, she began considering remote work, which fits in perfectly with the Gym Insight ethos – be productive – anywhere you like.
She’s still good buddies with Donnie and Diane Whetstone, owners of the Olympia, Washington, fitness center. In fact, it remains her go-to gym for training. Abigail is a die-hard rock mountain climber. She and her partner scale as much as 2000 vertical feet in a day and clocked 75 climbing days in 2023.
We are so excited for her to bring this hands-on experience to our customers every day! Here’s her story on managing a club with Gym Insight management software.
What kind of system did the club use before installing Gym Insight?
It was an offline, manual system with very little room for customization. We entered information manually and could not store documents digitally. Instead, we supplemented the software with huge metal file cabinets packed with paper documents. When we needed to find paperwork, it became a hunt – especially if it had been misfiled.
When did Whetstone Fitness install Gym Insight’s gym management software?
2016. Diane researched it and Anthony, the sales guy, demonstrated it for me. I thought it was great and said go for it.
How did using Gym Insight impact your responsibilities as a manager?
Managing employees remotely became easier. When I was training employees, I could look at Insight on my computer, see what they were doing, help them with it and fix their mistakes, if necessary. Problems were easier to track because of the account histories. I think the biggest factor is, it made customer service easier. We could customize memberships faster and find documents immediately. Sales went quicker, because they were on a tablet with electronic signatures. Members were now able to update accounts by telephone. Prior to Gym Insight, everything was in-person.
What feature did you use the most?
The reports. I thought they were really extensive and thorough. I could find a lot of data through them. If I was missing charges, I could find them. If I needed to request more staffing, I could pull a report and show how many people were coming in, how much money we were making, and what was happening on a daily basis.
What feature made the most difference as a manager?
The task section was super valuable. I did not have to constantly call members or remember which ones were expiring. The task section could be assigned to an employee or left open for the day. The notes from the task were automatically saved in account history and I know who completed the task.
All these notes in account history cut down on the confusion between customers and the staff as well. For example, a member account might show that auto renewal is not set up. When I check the notes, it says he is moving and asked to stop the auto renewal. Armed with this information, I can see it was done on purpose, and not call anyone.
How do you feel installing Gym Insight impacted Whetstone Fitness?
We did go from 300 members to 1000 while I was there. I think our growth was a combination of elements. Donnie, as an owner, just smoothed out the overall energy of the gym. Gym Insight simplifying the sign-up process and the account details, combined with Donnie’s easygoing attitude, just made it a happy place to work. Customers were not handed from employee to employee when trying to get something fixed. Solving problems became an easy lay-up, which made customers and employees happier. Front desk staff stayed longer. Customers stay longer. All those good feelings made it better to work there, better to exercise there.
What is your favorite new product offering at Gym Insight?
The scheduled personal training. You can schedule recurring payments for personal training sessions. This is something that is hard to track outside of an online system. You have to remember to add trainings to an account. You have to have that discussion every time a series of sessions ends – do you want to re-up? This way, you can customize each member – how many sessions, which trainer, how many times you want it to recur, when you want it to end. It removes awkward questions and makes the process seamless.
What do you enjoy most about working with Gym Insight?
This job offers remote work, problem solving, flexibility. Plus, I already knew the sales staff and the long-term customer service reps – so it was a bit like becoming co-workers again.
Thank you, Abigail, for choosing to work with Gym Insight as our newest customer service rep! We are excited to have you on board!
Gym Insight
We are a gym management software company that is always innovating. Our easy-to-use interface is intuitive, providing a comprehensive, detailed view of your gym’s revenue and accounts. Know immediately how much you’ve made each day and where you are year-to-date. Break revenue down by category, goals, salespeople, memberships, payment type – the list goes on. Your numbers. Your revenue. Your data. Gym Insight – gym management software created to be your partner in success.
