Coronavirus Update

It’s on the news.  It’s all over social media.  Everywhere you turn you hear something about COVID-19, better known as Coronavirus. It’s on everyone’s mind, including your members.  What can you to do to ease their fears during this epidemic?

Like you, we have been thinking about how the COVID-19 virus will affect our business.  At Member Solutions, we have created a plan in the event we are unable to have our office fully staffed.  We have a contingency plan in place ensuring there will be no disruption to your current level of servicing.  We are confident in our team’s ability to continue to support our valued clients every day like we have been doing for years.

So, what can you do?  Read on for some tips and helpful advice.

BE PROACTIVE.

Members are concerned.  Set them at ease by reminding them of your sanitary methods and cleaning schedules.  If they are responsible for cleaning equipment after use, gently remind them of this policy.  If you added additional cleanings or a deep cleaning recently, explain this to them as well.  The more information you can give them, the better they will feel.  You can communicate your procedures through email, text, signage, or your webpage.

Add additional hand sanitizer and wipes to all public areas.  It’s a good idea to keep some extra in the back office for you and your staff as well.  By making visibly noticeable changes, you are letting your members know you care about them and being proactive will set them at ease.

Consider updating your classes to limit hand-to-hand combat or modifying drills to reduce physical contact.  If this is not possible, you can implement new procedures including required personal hygiene activities like washing hands and using sanitizer immediately following the activity.  Communicate these changes to your members and their families to ease concern.

What is your policy to make-up classes?  Most members don’t want to lose money and may show up ill or bring an ill child to a class because they don’t want to miss out on it.  If you have a policy on make-up classes, remind your members about the policy and urge them to stay home if sick.  Consider making the policy a little more lenient if they cannot make up the classes within the defined policy guidelines.

If someone is sick, they may want to freeze their membership.  Schedule a review with your Client Success Manager to discuss your current freeze policy and make adjustments with us if necessary.  Your Client Success Manager can also help you with securing delinquent accounts, as members may become preoccupied during this crisis.