Collections and Cancellations

June 23, 2022

There are many benefits to owning and running a fitness facility but there are some really tough aspects as well, like collections. When many of our members gathered for the 2022 NIHCA Spring Conference and Exhibit Expo we talked to each other about collections. There was concern from some clubs about how long to wait for payment and when to take action. We have gathered that information for you!

The biggest take away that we want to emphasize were the wise words of a facility, “Be Strong and people will adjust”. On average, most facilities wait anywhere from 1-3 months before they cancel the membership due to non-payment. Automatic payments from a bank account are much more reliable than monthly billing or automatic credit card payments. Check with your software because there are some systems that will automatically rebill if payment is not completed after 5 business days!

The most important thing to do is communicate! We recommend Call, Call, Email, Call and this should be repeated 2-3 times. The manager should be reaching out if someone at your facility has not been assigned to this task. There are options to send past due collections to an outside agency, however, many of these will take 30-40% of the recouped funds.

Use which method works best for your facility and circumstances, but if your current practices are not bringing in those collections, we recommend you give another method a try. Do not forget to update your policy and procedures!


~”There are three kinds of people: the haves, the have-nots, and the have-not-paid-for-what-they-haves!” – Earl Wilson

Staffing in 2022

May 26th, 2022

The “Great Resignation” that was 2021 is leading to a lot of struggles for hiring in 2022. We are hearing first hand just how hard it is this year to bring in new staff members. We are here to help with some outside of the box thinking.

Some suggestions we received from the NIHCA Networking group:

  • Offering a 20% discount for staff on memberships
  • Offering paid lifeguard classes to attract more lifeguards
  • Offering Lifeguards the option of front desk duty to increase hours
  • Job Sharing – consider part time staffing with more flexible hours (morning/afternoon shift) versus full time with benefits
  • Have a walk-on interview day/session and offer each interviewee a free class or week membership
  • Talk to your members. You may have a member who loves coming in each morning for his workout and never considered working with you but could see himself working 15-20 hours a week for a discounted membership!

The MN Department of Education offers grants to help fund swimming lessons for kids and up to 15% of the grant can be used for hiring safety instructors and/or lifeguards. Get more details here!

Thinking outside of the box and getting creative could be the answer to your staffing needs in 2022. What have you done to increase interest in your job openings? Are you offering untraditional employment incentives? We would love to hear from you, email us at with your out-of-the-box tactics that work.

“Acquiring the right talent is the most important key to growth. Hiring was – and still is – the most important thing we do.” – Marc Benioff

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