New member enquiry management

Introduction

ManageMyMatch encourages best practices when dealing with prospective members by providing a clear process to follow.

Club officials can record a new enquiry with the system from the Enquiries tab in Manage members and then involve key stakeholders to welcome and induct the enquirer into the club.

The process is far more effective if the club engages with our unique marketing and referral programme. This adds two important gateways for member acquisition:

1. Through MMM's marketing efforts we channel prospective members to our visitors site where they can review key aspects of your club and lodge an enquiry themselves. If the enquiry is successful MMM automatically takes a finders fee.
2. Your members are encouraged to refer prospective members themselves, with the promise of a finders fee if successful.

Tracking of the progress of an enquiry and allocating finders fees is fully automated.

The enquiry process

When an enquiry comes in, club officials who have selected to receive notifications concerning membership changes (As per the "Notify me when someone links up, purchases a subscription or makes an enquiry" check box in the club officials list on your Club page) will be notified.

Club officials can review (and add) all enquiries from the Enquiries tab in Manage members. Each enquiry can be set into one of four states:

• New - the enquiry has arrived but no action has been taken
• In progress - the club is dealing with the enquiry
• Converted - the enquiry has resulted in a new membership (any finders fee will be automatically paid)
• Closed - the enquiry has not resulted in membership and no further action is required

For each enquiry, tasks can be allocated to club officials or any existing member willing to be involved. You can enter any task you like, but ManageMyMatch has four pre-scripted ones which we recommend the club is set up to provide if needed:

• Introduce - Call or email to introduce the club and review membership options. They should be encouraged to at least register with MMM here: http://app.managemymatch.com/club/<club name>
• Visit - Arrange a visit to walk them throught the club facilities, show the courts and meet any key stakeholders
• Session - Book a free session with either a designated mentor or a free coaching session. Their ability can be assessed for relevant inclusion into leagues etc
• Follow up - Follow up with a call or email if no response after having introduced the club and/or having met them at the club

Anyone allocated with a task is automatically notified and they can review their tasks within the My tasks page - accessible from the top right drop-down menu from their initials in the app. There they can feedback their progress by assigning the task to one of four states: Pending, In progress, Completed or Cancelled. When doing so, a notification is automatically sent back to whoever allocated the task. New tasks are in Pending state, and it would be good practice for the assignee to change it to In progress as acknowledgement.

Member referrals

Only available if the club engages with our unique marketing and referral programme.

Members have a permanent prompt on their home page to refer potential new members. When they do so, they provide contact information and any other details relevant about the prospective member. This becomes a new enquiry for the club. Members can see the status of all their referrals under the Referrals tab in My account.

When the referral converts to a member, the referring member automatically receives a credit to their account as a finders fee. Finders fees are not given if the new membership is non-playing or was achieved after a year since the original referral.

ManageMyMatch referrals

Only available if the club engages with our unique marketing and referral programme.

Anyone can go to our visitors page and lodge an enquiry with one of our clubs. They do not have to be registered with MMM. The visitors page can show clubs nearest them and will provide basic details about your club. The visitor may select your club and enter contact details that will result in a notification to relevant club officials and entry into the Enquiries list.

ManageMyMatch maintains a continuous localised marketing programme that is designed to bring prospective players to your club.

When a ManageMyMatch enquiry converts to a member, ManageMyMatch automatically receives a finders fee. Finders fees are not given if the new membership is non-playing or was achieved after a year since the original referral.