Table of Contents. Welcome to igo Figure...1 About This Guide...1 The GIGO Principle...1

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3 Table of Contents Overview Welcome to igo Figure...1 About This Guide...1 The GIGO Principle...1 Chapter 1: Increasing Your Membership Employer Sponsorship...3 Setup...3 Print the Member List by Employer Report...4 Customize the Members by Employer Report...4 Inspecting the Member List by Employer...5 Defeating Objections...5 Tips for Effective Use of Employer Sponsorship...6 New No-Sale Members...6 Logging No Sales...7 Why is entering all this information important for a No-Sale?...7 Reviewing No Sales...8 Chapter 2: Improving Member Relations Birthday Greeting Recording Proper Information Automatic Birthday Greeting Monthly Birthday List Report Birthday Labels Tips for Effective Use of Birthday Labels Miss You Note Not Working Out Labels Calling Members Tips for Effective Use of Miss You Notes Chapter 3: Improving Member Retention Reports Personal Weight Report Printing the Personal Weight Report Top Losers Report Top Losers Overall Report Total Weight Lost Report Memberships About to Expire Report... 18

4 Table of Contents Chapter 4: Processing Payments Integrated Payment Options (US users only) Money Management Money Management Wizard: Advanced Features Comp Send to Collections Refunds Chapter 5: Administering Your Facility Special Reports Daily Sign-In Sheet Invalid Keytag Scan Report Daily Reports Daily Gross Sheet Traffic Control Sheet Projection Sheet Backup Restore Utility Performing a Daily Backup Performing a Data Restore Chapter 6: Tips and Tricks Jumping to a Member s Record Correcting a Bad Address Advertising Feature Getting Help... 38

5 Welcome to igo Figure The igo Figure software is an incredibly powerful program that can directly help you run a more successful and profitable facility. This guide shows you how to do the following: Use reporting and tracking tools to help encourage local businesses to sponsor memberships at your facility for their employees. View detailed member attendance reports that will help you plan employee work schedules in the most efficient manner. Use the advertising feature to earn extra income every month. Increase buddy referrals using special member promotions and various reports. Improve member relations and member retention by adding a personal touch that keeps members coming back, renewing memberships, and referring their friends. Use time-saving, trouble-shooting, and money-making tips. About This Guide Every effort has been made to ensure this document accurately represents the functionality of the igo for Health & Fitness Professional Edition, Version 3. As with every software application, development continues after the documentation has gone to press, therefore small inconsistencies may occur. We would appreciate any feedback or comments on this guide to be ed to manuals@igofigure.com. This Guide is intended to assist the owner(s) with the daily responsibilities at the facility. The GIGO Principle The GIGO Principle is something important you should know before we begin on any of the topics mentioned. In the computer field, this means Garbage In, Garbage Out and is used to describe the fact that the output a computer produces can only be as good (or as bad) as the data it is given. In order for the igo Figure program to provide the benefits described in this guide, it must have good, valid data. This means your member files must be accurate and complete, and your payment information must be up-to-date using the Money Management Wizard. After you have looked through this guide and seen the many powerful benefits the igo Figure software can provide for you, you may want to make a concerted effort to review your facility data and ensure it is accurate and complete. 1

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7 Chapter 1: Increasing Your Membership 2

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9 Employer Sponsorship Here is a technique that can potentially help you turn four members at your facility into 40. By tracking your members employers, you can use this data to approach these businesses to sponsor or subsidize the memberships of their employees at your facility. The igo Figure software has several powerful tracking and reporting features that will assist you in this area. Setup In order for this method to work, you must have employer information for your members entered into the program. This information is entered in the New Membership Wizard and can also be edited through Member Records. Your employees should record the employer for all new members that sign-up at your facility. 3

10 Print the Member List by Employer Report You should print the Member List by Employer report to find members associated with certain employers. This is something that you may want to do on a regular basis. Follow the steps below to print a Member List by Employer report: 1. Click Reports from the Main Menu. 2. Click Member Reports and then click Members by Employer. 3. Click OK to generate a report with all membership types, statuses, and employers. 4. Click Print to print this report. Customize the Members by Employer Report Version 3 allows you to apply various filters to the Member List by Employer report to generate a report that includes only certain membership types, statuses, and employers. Below are steps to assist you in customizing your employer report: 1. Click Reports from the Main Menu. 2. Click Member Reports and then click Members by Employer. 3. Uncheck the Please Select a Membership Type box and only check off the membership(s) you would like to include in this report. Leave the box checked if you would like to include all membership types. 4. Uncheck the Please Select a Membership Status box and only check off the status(es) you would like to include in this report. Leave the box checked if you would like to include all membership statuses. 5. Uncheck the Please Select an Employer box and only check off the employer(s) you would like to include in this report. Leave the box checked if you would like to include all employers. 6. Click OK after you have made the appropriate selections. 7. Click Print to print your customized employer report. 4

11 Inspecting the Member List by Employer Below is sample of the Member List by Employer report: The Member List by Employer report is listed in alphabetical order by employer. This is convenient for you as the owner because members that do not have an employer assigned to their record are listed first. After reviewing this report, you can approach the members who are missing employer information so you can add it to the member s record. When you go through the report, you may notice many members work for the same employer. Whenever you notice that four or more of your members work for the same employer, this gives you an opening as the owner to then approach that employer in an attempt to arrange for a sponsorship of employee memberships. You may choose to inform the employer this added benefit will also result in increased employee loyalty. Employees will feel they are getting an added benefit if their employer is helping to pay for their membership fees. This may be especially important in industries that typically have a high turnover rate. Defeating Objections The igo Figure software provides a set of tools that will help defeat the most common objection to such a proposal. Many employers may respond they are fully aware of the benefits of exercise and would gladly pay for their employees memberships, if they could truly get the benefits out of it. The employer may have tried a plan similar to this in the past without employees taking the time to workout. This causes the employer to pay all of the costs but not receive any of the benefits. 5

12 In order to help address this objection for employers, you may want to go to your meeting with two important items: an igo Figure keytag and an igo Figure Member Attendance History report. The Member Attendance History report shows the total number of times the member visited your facility. Let the employer decide the number of sessions that would be acceptable for their employees to attend. This gives them control and lets them feel empowered. To generate a Member Attendance History report, follow the steps below: 1. Click Member Records from the Main Menu. 2. Select the member for whom you to wish to view or print a Member Attendance History report. 3. Click on the History tab and verify that Attendance History is selected from the Choose a type of history drop-down menu. 4. Click Print History. 5. Click Print to print this report. Tips for Effective Use of Employer Sponsorship Here are a few handy tips for utilizing this sales technique: It will be much easier on you as the owner of the facility if you do not attempt to have the employer pay you directly for the membership. This can become a real paperwork and tracking nightmare. We recommend that you have an employee print out the Member Attendance History for each member participating in the employer sponsorship program. Then your member can present this report to the employer just before payday. If the member s report includes the minimum number of workouts requested by the employer, then leave it up to the employer to add the monthly dues to the employee s paycheck. That way you can continue to draft the member as usual. Wait until there are several members who all work at the same company before approaching the employer. This will make approaching the employer less invasive since several members work at the same company. This will also let you know that the company has more than just a few employees. The more members you have from the same employer, the more powerful your presentation to the employer will be. If you approach an employer to participate in this program, they may ask their employees who are currently members at your facility for their impression of your facility. If there are several voices all reporting that your facility is great and that they are achieving results, this may well be the deciding factor in whether you get many new members. New No-Sale Members Every no-sale at your facility is a potential new member, provided you faithfully and consistently do two things: 1. Log every guest no-sale along with the date, sales person, and the reason for not joining. 2. Call-back every no-sale after a certain period of time to see if you can defeat the original objections and get the person to return and join. The igo Figure software assists you in both areas. 6

13 Logging No Sales It is very important to record the information of guests who do not join your facility into the igo Figure software. The Member No-Sale feature logs this information and allows future callbacks to be made to the guest to see if they wish to join. To enter a no-sale, follow the steps below: 1. Click Member No-Sale from the Main Menu. 2. Click Add No-Sale. 3. Enter the necessary information. 4. Click Save. Why entering this information is important? First Name, Last Name, Phone Number, and Address: This information provides the opportunity for future callbacks to the no-sale. If a no-sale comes back to join, you can add them through the New Membership Wizard. Date of Visit: The software automatically fills in the date the no-sale is entered with today s date. Enter a different date if you wish to do so, using the drop-down menu. Source: Helps you realize how your guests are hearing about your facility. Sales Person: Helps track sales trends and performance among your employees. Buddy Referrals: Helps gain other contacts even if this guest does not join your facility. Reason for Not Joining: Helps the person performing the follow-up call defeat the objection and get the guest to return and join. Additional Comments: This area should list any additional information that would be helpful when the follow-up call is made. 7

14 Reviewing No Sales When you are ready to begin making no-sale callbacks, Version 3 makes it easy to print out the No Sale List report with information on all of your no sales. Follow the steps below to print the No Sale List report: 1. Click Member No-Sale from the Main Menu. 2. Click Print No-Sale. 3. Click Print to print the entire list. Note: If you would like to print only certain pages of this report, enter in the pages that you would like to print using from and to fields under the Print Range box in your print settings. 8

15 Chapter 2: Improving Member Relations 9

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17 Improving Member Relations The igo Figure software has several built-in features designed to help you add a personal touch to improve member relations. Hopefully, this results in more buddy referrals which then increase your membership. Birthday Greeting Everyone likes being remembered on their birthday, even if they do not necessarily like being another year older. Our software has several methods by which members can be recognized on their special day. Recording Proper Information Like almost all of the features discussed in this guide, effectiveness is determined by the accuracy of the data that is entered. So, for this method to work as designed, you will have to enter the birthdays of your members. The member s birthday can either be entered either during a new membership entry or later in the member s record. 10

18 Automatic Birthday Greeting Once a member s birthday is recorded in the igo Figure software, the program automatically displays a happy birthday message to the member when the member scans in on the birthday. The personalized birthday message promotes member interaction and a warmer atmosphere at your facility. Monthly Birthday List Report The Birthday List report is another feature that recognizes members on their special day. You can print a copy of this report to post on the bulletin board at your facility. Version 3 allows you to create a customized Birthday List report. Follow the steps below to assist you: 1. Click Reports from the Main Menu. 2. Click Member Reports and then click Birthday List from the Other Member Reports category. 3. Uncheck the Please Select a Membership Type box and only check off the membership(s) that you would like to include in this report. Leave the box checked if you would like to include all membership types. 4. Uncheck the Please Select a Membership Status box and only check off the status(es) that you would like to include in this report. Leave the box checked if you would like to include all membership statuses. 5. Select the month for which you would like to print a Birthday List. 6. Click OK. 7. Click Print to print your customized Birthday List report. 11

19 Birthday Labels The igo Figure software allows you to print mailing labels for everyone that has a birthday in a specified month which allows you to send birthday cards or postcards to your members. 1. Click Reports from the Main Menu. 2. Click Label Reports and then Birthday Label. 3. Select the month for which you would like to pull up the Birthday List. 4. Insert a sheet of Avery 5160 (US and Canada only) labels into the printer. 5. Click Print to print out the birthday labels. Tips for Effective Use of Birthday Labels Below are a few tips for using the birthday feature effectively: Get some Happy Birthday postcards printed with your facility name and address. These can be ordered through different catalogs or can easily be created and printed at your local copy or printing shop. Make sure to have Avery 5160 labels (US and Canada only) in stock. There are 30 labels on each sheet, and these are the labels that the igo Figure program uses to generate the labels in the correct format. Print out labels for the next month a couple weeks in advance to insure your members receive them in time. Your members will appreciate this special touch. Miss You Note One of the primary features that may distinguish your facility from other facilities is the personal touch given to each individual member. Sending a note to the members that have not been at your facility recently letting them know that you miss them is a good way to show your members you care. Any time a member does not visit your facility for over a week, you should contact them either through , a postcard, or a personal telephone call to let them know they are being missed. Not Working Out Labels The first contact with a member, usually in the form of a postcard, should be if the member has not visited your facility in a week. You can have the postcards created and printed at a local copy or print shop fairly easily and inexpensively. To generate labels for a member who has not visited your facility in a specific time period, follow the steps below: 1. Click Reports from the Main Menu. 2. Click Label Reports and then click Members Not Working Out Label. 3. Enter the appropriate number of days and click OK. 4. Insert a sheet of Avery 5160 labels (US and Canada only) into the printer. 5. Click Print to print the Members Not Working Out labels. 12

20 Calling Members If a member has not visited your facility for over two weeks and has not responded to your postcard, then it may be time for a personal follow-up call. The igo Figure software has the ability to print a Members Not Working Out Report which includes the name, phone number, last workout date, membership type, contract end date, and status of the members that have not visited your facility for a specified period of time. With this report in hand, you have the information needed to call a member and determine the reason the member is not attending your facility. Members will be motivated by the fact you noticed the lack of their presence at your facility, and it shows your members you care. To print this report, follow the steps below: 1. Click Report from the Main Menu. 2. Click Attendance Reports and then click Members Not Working Out. 3. Enter the appropriate number of days and click OK. 4. Click Print to print the Members Not Working Out report. Tips for Effective Use of Miss You Notes Here are a few tips for using the miss you note feature effectively: Version 3 includes the ability to send s to your members from their member record. If you have setup at your facility computer, you can send an instead of mailing a postcard to a member who has not visited in a week or more. If the member still does not contact your facility after the reminder, then you can send them a postcard which is more concrete and formal. If there is no response from the member even after the postcard, this may be the time that you would like to contact the member personally via telephone. Version 3 includes a field for members address(es) on the Personal tab in Member Records. There is also a Send button that launches your default program, such as Outlook, Mozilla, etc. If you need to manually log in to your internet provider, then you will not be able to send the until you sign on. When you click on Send , a blank window appears allowing you to type the message you would like to send to this member. Remember to tell your employees the importance of recording every member s address. 13

21 Chapter 3: Improving Member Retention 14

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23 Improving Member Retention In addition to helping you improve member relations, the igo Figure software can also assist you with member retention. This helps retain members at your facility and also helps in renewing members when their contract expires. Reports The igo Figure software has several reports to assist you in retaining members at your facility. Personal Weight Report You may already be familiar with the Personal Weight report, but if you are not, you may want to train your employees to regularly review this report with your members. After all, one of the primary reasons a member joins your facility is to lose weight and be healthy. Showing them a monthly report of their progress is the first step toward member retention. Printing the Personal Weight Report The Personal Weight Report can be found under the Results tab in every member s record. To print a Personal Weight Report, follow the steps below: 1. Click Member Records from the Main Menu. 2. Select the member for whom you wish to print a Personal Weight Report. 3. Click on the Results tab and then click Print Personal Weight Report. 15

24 4. Select the appropriate graph for your member. You may want to inform your employees if you have a specific graph you would like printed for your members. Remember, your member may have an individual preference as well. 5. Click Print to preview the graph. 6. Click Print to print the selected report. Complete Report with Complete Graph (shown below): This report is useful if your member has made good progress since originally joining your facility. The total weight loss between the present time and the member s original weigh-and-measure day at your facility is displayed in this report. The graph reflects these results as well. Selecting this type of report is especially important if the member has gained weight during the preceding month. Having a printed report showing negative results can be quite discouraging for your member. If a member has generally been achieving good results, (except for in the past month) select this report to include the member s past measurement entries. Compare Two Most Recent Measurements and Graph: If a member has not made much progress since joining your facility but has recently started turning things around in the last month, this is the report you should print for your member. This report only displays the progress achieved over the last two weigh-and-measure dates. A member with good progress over the last 30 days will find encouragement from this report. Two Most Recent Measurements and Complete Graph: If a member consistently goes up and down in results, you may want to print this type of report to display the member s overall progress since joining your facility on a month the member s weights decreased. This report shows your member the potential to do well is there as illustrated by the graph. Compare Specific Results and Graph: A member may request to have a report that shows progress for only a specific time period. This report is especially helpful at times when your facility may be holding a challenge for a certain time period because you can select the specific date range to include. 16

25 Top Losers Report The igo Figure software generates a report showing the top losers for a certain time period at your facility. This not only helps spark the competitive spirit among your members, but also inspires some personal goals for those members who have not been achieving their desired results. You can display this report on your facility bulletin to motivate your members. To generate a Top Losers report, follow the steps below: 1. Click Reports from the Main Menu. 2. Click Member Reports and then click Top Losers from under the Other Member Reports category. 3. Enter the specific date range and click OK. 4. Click Print to print this report. Note: When entering a date range for the Top Losers Report, make sure to enter a minimum twomonth period. This is so that the software can compare this month s results with last month s results. Top Losers Over All Report Another helpful report you may want to display at your facility is the Top Losers Over All report. This report includes the members who have made the most progress at your facility since you have been opened. To generate a Top Losers Over All report, follow the steps below: 1. Click Reports from the Main Menu. 2. Click Member Reports and then click Top Losers Over All from under the Other Member Reports category. 3. Click Print to print this report. Total Weight Lost Report This report can boost the group dynamic and encourage team spirit at your facility. The Total Weight Lost report shows the combined weight lost for all members at your facility. Many facilities have used this report to throw parties when certain milestones are reached. For example, a We Lost a Ton party or a We Lost a Football Field party. This can be a lot of fun and gets members motivated to work toward a common goal. It is also a great excuse to celebrate special achievements of your members. To generate a Total Weight Lost report, follow the steps below: 1. Click Reports from the Main Menu. 2. Click Member Reports and then click Total Weight Lost from under the Other Member Reports category. 3. Click Print to print this report. 17

26 Memberships About to Expire Report Members with expiring membership are the first group of members to contact to increase member retention. Version 3 has a detailed report which can be customized to pull up expiring membership information for different membership types and for a specified date range. To generate a Memberships About to Expire report, follow the steps below: 1. Click Reports from the Main Menu. 2. Click Management Reports and then click Memberships About to Expire. 3. Enter the appropriate password and then click OK. 4. Select the membership types that you would like to include on this report, select start and end date for the report, and then click OK. 5. Click Print to print this report. Note: On the Filter Report screen, you will notice that the igo Figure software has given you the option to select either one membership or multiple membership types. This report is especially beneficial for prepay members. The membership for prepay members expires when their contract ends unless they come in and pay for a renewal. Using the Memberships About to Expire report, you can contact these members before their contracts end, so they can come in and renew the membership. Instead of calling all these members, you can also mail a reminder note to them using the Memberships About to Expire Labels through the Labels Report category. 18

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29 Integrated Payment Options (US users only) Version 3 includes integrated Credit Card and Electronic Funds Transfer (EFT or electronic check processing). With this integrated feature, you do not need a credit card terminal and do not need to swipe your members credit cards. Enter the appropriate account information into the software and allow the software to do the rest. The igo Figure software tells you when payments are declined, allowing you to reprocess these payments or send them to Collections. Visit the Go Figure, Inc. website at for further details on integrated payment options, also known as EFT or ACH processing. Once you have applied online, you will be contacted by a representative from the respective merchant with details on setting up your payment processing needs. After the application process is complete, the merchants will send you the specific identification codes you need to setup your integrated payment options. To setup these payment options, follow these steps: 1. Click Integrated Payment Options from the More Options Menu. 2. Select the feature you wish like to activate. 3. Click on the Settings tab. 4. Enter the appropriate password and click OK. 5. Enter the information given to you by the merchant. 6. Click Save and then click OK. 7. Click Back to List to setup the other payment option and follow the steps above. To register and activate these payment options, follow these steps: 1. Click Integrated Payment Options from the More Options Menu. 2. Click the feature you would like to register. 3. Click on the Register tab. 4. Enter the registration number and click Activate. (You will need to call the Go Figure Technical Support Team at or for an activation code.) 5. Click OK and then Save. 6. Click Back to List to register the other payment option and follow the steps above. Version 3 allows you to efficiently process all payment types by integrating both credit card and electronic check processing into the software. 20

30 Money Management The owner of your facility may ask you to process bank deposits using the Money Management Wizard. The Daily Gross Sheet displays all payments deposited using the wizard, which allows you to keep a paper trail of payments deposited that day. 1. Click Money Management from the Main Menu. This gives you the option to access the Money Management Wizard, Failed Electronic Payments, Balances Due & Collections, and Sales History. Below is a brief description of the Money Management options: Money Management Wizard: This feature uses a wizard to walk you through processing your financial transactions including all payments received through Payments & Product Sales, and automatically generated recurring payments. These payments will accumulate over time until processed through this wizard. Failed Electronic Payments (for credit card and other electronic payment solutions integrated with the igo Figure software): This feature allows you to review and retry electronic payments which have previously failed. Balances Due & Collections: This feature allows you to review balances owed and items in collections. Sales History: This feature allows you to view and print a Sales History report which includes all of your sales transactions for the specified date range. 2. Click Money Management Wizard, and you are asked to confirm the date you wish to process payments: Note: The date you see above is today s date by default but for your convenience you are now able to process your financial transactions for a future date using the Date drop-down menu. You may wish to use this feature if the person responsible for processing the facility s financial transactions is going on vacation. It is important to realize that once you advance the due date, this is a non-reversible process. 21

31 3. Click OK after choosing the correct date, and the All Sales, Payments & Dues screen appears: Note: All payments (credit card, cash, funds transfer, draft and even no account) are all consolidated into one screen instead of being divided into different tabs like in the previous versions of the igo Figure software (see below). Version Click Details to view totals for different payment methods of types of sales. 4. Click Next after checking off the item(s) that you wish to process and are taken to the Options screen. Select one of the items in red to be processed and click Next. Bank Deposits, Credit Cards, and Electronic Funds Transfer only appear in red if there are payments you selected that fall into that category. 22

32 5. Click Next to continue with the wizard, and the Deposit Slip View screen appears displaying the selected payments. 6. Click Print to print this deposit ticket and then click Next to continue. If you have the ability to print your own paper drafts, these drafts will now appear. Note: The deposit ticket only displays payments that are taken to the bank including checks, cash, and drafts, but excluding credit card and other electronic payments. 7. Click Next to continue. Now, you will be asked whether your payments have been successfully processed or not. Click here if the deposit slip printed correctly and you wish to continue. Click here if for some reason you want to abort the process and come back to print at a later time. 8. Click OK after making your choice. You are returned to the Options screen to process any remaining payments. Click Next to continue. Bank Deposits has a green check mark next to it indicating it is done. Credit Cards (if you have some to process) is selected indicating that they will be processed next. 23

33 9. Click Next to continue, and the selected credit card payments appear. 10. Click Process (above the Next button) to complete these transactions and then Next. 11. If you have any errors, they are displayed on the Payment Errors screen. Click Next to return to the Options screen to process any EFT payments. 24

34 12. Click Next and your EFT/Direct Deposit payments appear: 13. Click Process to complete these transactions and then Next. This screen displays if there were any errors with your transactions. 14. Click Next to continue. 25

35 15. Once you have completed processing your payments, you are taken to the Transaction Summary Screen. Click Print if you would like to print the report or Export if you would like to save the report to an external file. 16. Click Next and then Done. This completes the Money Management Wizard. Money Management Wizard makes it easy to process your financial transactions! 26

36 Money Management Wizard: Advanced Features There is an advanced button in the Money Management Wizard which allows the owner or authorized user to comp a payment or send it to collections. This Advanced button is used to access the Comp and Send to Collections features with the appropriate password. Comp The Comp (owner complimentary) feature is used when the business covers all of the cost of an item or service. Once you owner comp a payment, it is removed from the Money Management Wizard and can be found in the member s payment history. 1. Click Advanced from the Money Management Wizard. 2. Enter the appropriate password and click OK. 3. Check off the payments to which you would like to apply owner compensation. 4. Click Comp. 5. Click OK to process owner credit and remove the selected payment(s) from the Money Management Wizard. Send to Collections The Send to Collections feature allows the user or an authorized person to send a payment from the Money Management Wizard into collections status. 1. Click Advanced from the Money Management Wizard. 2. Enter the appropriate password and click OK. 3. Check off the payments you would like to send to Collections. 4. Click Send to Collections. 27

37 5. Enter the balance due date, select whether or not to inactivate the membership, and decide if you would like to charge a returned payment fee. 6. Click OK to remove the selected payment(s) from the Money Management Wizard. The appropriate members will now be in collections. 28

38 Refunds Version 3.0 allows you to issue a refund to a member. To process a refund, follow the steps below: 1. Click Refunds from the Main Menu to access the Refunds feature. 2. Enter the appropriate password and click OK. 3. Select the member for whom you wish to issue a refund. 4. Choose the payment that you wish to refund by clicking the button under the Select column. 5. Click Next to proceed to the Refund Review screen: Check off the payment to be refunded. IMPORTANT: This box needs to be checked off in order for your data to be recorded correctly. It is also important to enter the refunded quantity. Comments entered here are printed on the receipt. 5. Click Next to continue to the Checkout screen. 6. Choose the payment method by which you wish to issue the refund and then type the refund amount. A refund can easily be issued to a member s customer account as well, creating a positive addition to the member s customer account balance. 7. Click Next to continue. 8. Click Print to preview the Refund Receipt. 9. Click Print to print the receipt. 10. Click Back to List to process another refund and then click Main Menu to return to the Main Menu. Note: The refunded payment is recorded in red under the member s payment history. This refund amount also appears on your Paperwork form and the Projection Sheet. This feature makes processing refunds easy! 29

39 Chapter 5: Administering Your Facility 30

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41 Special Reports The igo Figure software has built-in reports that assist you with the administration of your facility. These reports can help you save and make money. Daily Sign-In Sheet As the owner of your facility, it is important to make sure you have the appropriate number of staff members on each day. You may not need a full staff if you realize that your facility is not as busy at certain days and time. The Daily Sign-In Sheet can assist you in recognizing attendance patterns. To retrieve the Daily Sign-In Sheet, follow the steps below: 1. Click Reports from the Main Menu. 2. Click Attendance Reports and then click Daily Sign-In Sheet. 3. Enter the date for which you would like to view attendance history and then click OK. 4. Click Print to print this report. The Daily Sign-In Sheet needs to be printed for individual days, but the Projection Sheet (shown below) displays the total number of daily workouts in a month. This assists you in determining if you need to increase your staff on certain days due to an increase in attendance. Shows the number of members signed in daily. To identify traffic patterns, you can review your Projection Sheet monthly with the Daily Sign-In Sheets to determine which days and times your facility is the busiest. 31

42 Invalid Keytag Scan Report You may already know that the igo Figure software displays a member s name in red if the member is in Collections, on Membership Hold, or Inactive. Our software also allows you to print a report that shows you which members had invalid keytag scans, so you can research their accounts. If you notice that a member with an invalid keytag scan is scanning in on multiple days, then you may want to talk to the employee on duty at that time. Whenever an employee sees a member s name in red on the Attendance Panel, the employee should review the member s account and discuss the issue with the member to get it resolved. To generate an Invalid Keytag Scan report, follow these steps: 1. Click Reports from the Main Menu. 2. Click Attendance Reports and then click Invalid Keytag Scan. 3. Enter the date for which you would like to view invalid keytag scan history and then click OK. 4. Click Print to print this report. Daily Reports Your daily reports such as the Daily Gross Sheet, Traffic Control Sheet, and Projection Sheet can assist you in more effectively administering your facility, increase your membership, and better serve your members. These reports can be printed from the Print Paperwork tab in the Paperwork section. The information mentioned in this Employee Guide contains details of the information displayed on these reports but not how to print these reports. For instructions on printing these daily reports, refer to the Paperwork section of the Quick Start Manual. Daily Gross Sheet The Daily Gross Sheet displays all payments deposited through the igo Figure Money Management Wizard in any given day. The totals generated on this report may differ from your bank deposit tickets if you do not process all payments through our software. It is recommended to print your Daily Gross Sheet every night after processing your bank deposits through the Money Management Wizard. 32

43 Traffic Control Sheet The Traffic Control Sheet illustrates the activity that took place at your facility on the date(s) the report is pulled up on. Below is an explanation of the Traffic Control Sheet in 7 section. Refer to the Traffic Control Sheet (below) to view the location of the 7 sections listed below: 1. New Membership Sales: Displays all new members entered through the New Membership Wizard with their phone number, membership type, source, the sales person who entered them, and the dues amount. If there is a *PG next to the member s name, that indicates this member is a previous guest or previous no-sale. 2. No Sales: Shows all no sales entered along with their phone number, source, employee who entered them, and the reason for the no-sale. A follow-up call can essentially turn these no sales into members. 3. Product Sales: This section includes the product sales entered, the employee that entered them, and the amount due by the member. 4. Cancelled Members: All memberships canceling on the dates the report is generated on appear in this section with the phone number, membership type, inactive date, and the reason for canceling. The reason only appears if a reason was typed in while your employee was canceling the membership. A reason will not appear for memberships that end on the scheduled contract end date. 5. Membership Totals: You are able to see the totals for different membership types along with the total number of active memberships. These totals are generated at the time that the report is printed. Past membership totals cannot be regenerated. 6. Summary: Displays numbers for sections 1-4 listed above. 7. Summary: Shows data regarding calls made or taken. This tracks the aggressiveness of your employees toward getting new members at your facility. You may want to verify that an acceptable number of calls are being made daily, and that an acceptable percentage is resulting in appointments

44 Projection Sheet The Projection Sheet may seem as intimidating to some because of all the information it contains, but this report is really helpful for those who understand where all the figures are coming from. The Projection Sheet displays information essential in making your facility more efficient. You do not need to print the Projection Sheet day, but you may want to review it on your monitor. It is recommended to print this report monthly to check your facility s progress. Below is a description of the various columns on the Projection Sheet: Daily Workouts: This column displays the number of members who scanned in at your facility each day. With this information, you can determine the number of staff needed daily. New Sales: This column displays the total amount of new sales made today. This includes the Sign-Up fee and the Dues amounts entered through the New Membership Wizard. Click Details in the Membership Sales box under the New Sales tab in the Paperwork section to determine how this total was calculated. Dues & Drafts: The software generates totals for the daily recurring payments. Totals will only appear on the date that the payment is due. Click Details in the Membership Dues box under the Dues tab in the Paperwork section to determine how this total was calculated. Retail Sales: All items sold under the Payments & Product Sales section are listed in this column. Click Details in the Product Sales box under the New Sales tab in the Paperwork section to determine how this total was calculated. Weight Mgmt Fees: This column includes totals from the sale of a Weight Loss Counseling membership either to a new member or an existing member. Click Details in the Weight Loss Counseling Sale box under the New Sales tab in the Paperwork section to determine how this total was calculated. Adjustments: It is important to review this column so you know how much money is being deducted from your total revenue. This includes any negative amount includes charges put on a member s customer account, refunds, returned payments, taxes, etc. Click Details in the Projection Sheet Adjustment box under the Adjustments tab in the Paperwork section to determine how this adjustment was calculated. Any payments made to a customer account will count as a positive amount. Adjusted Revenue Today: These numbers are calculated by taking the total in the New Sales column + or the total in the Adjustments column. Total Adjusted Revenue To Date: This total is generated by adding the number in the Adjusted Revenue Today to the number in the Total Adjusted Revenue To Date column from the previous day. Daily Avg Revenue: This figure is calculated using the number in the Total Adjusted Revenue To Date column divided by the working day number this day happens to be. For example, if the Total Adjusted Revenue To Date total is $1351 and this is the second day that your facility is open this month, (not the second date in the month, but the second working day) then the total in this column will be $ which is $

45 Projected Revenue: The igo Figure software predicts your daily revenue based on the new sales you have on the first day in the month and the number of days your facility is open each month. It is important to input the number of days you are open in the General tab of the Paperwork section. If you do not have new sales on the first day of the month, the software will put 0.00 in the column until you have new sales. This estimate allows you to set goals for your facility each month and may also assist you in determining if you need to run an extra promotion this month to increase memberships. Referral Source For New Sales: This column assists you in determining the source of the new members that join your facility. If you have added any sources through Business Defaults, they will only appear under the column of the primary advertising source. For example, if you have added Flyer: Red, this referral will appear under the Flyer column on the Projection Sheet. Total Original Guests: Adds the total number of sources in this row. Type of Sale: Lists the number of new check draft members, month-to-month members, all prepay membership types, and any member cancellations that you may have had. Call/Appt and BR/Appt: Lists totals entered on the General tab. 35

46 Backup Restore Utility The Backup Restore Utility feature allows you to create a backup to either the default location on your hard drive or to a location specified by the user. In case a restore is necessary, this section explains how to restore a previously saved backup. It is very important to realize restoring a previous database erases any information entered after the specific database was created. This includes any new members that were entered, members that scanned in, employee clock in/out times, any transactions processed through the Money Management Wizard, etc. Performing a Daily Backup It is highly recommended to create a backup of your data each night to an external media device, such as a zip disk, jump drive, etc. If you would like to create a backup onto a CD, you will need to save the backup to you hard drive and then burn the backup onto your CD. To create a backup of your database, follow the steps below: 1. Click More Options from the Main Menu. 2. Click Backup Restore Utility. 3. Enter the appropriate password and click OK. 4. Click Backup from the Backup/Restore screen. 5. Close all networked instances of the igo Figure software (if applicable) and click OK. 6. Select the location to save this backup from the Save in drop-down menu. 7. Click Save and then Done when finished. Performing a Data Restore To restore another database, follow the steps below: 1. Click More Options from the Main Menu. 2. Click Backup Restore Utility. 3. Enter the appropriate password and click OK. 4. Click Restore from the Backup/Restore screen. 5. Close all networked instances of the igo Figure software (if applicable) and click OK. 6. Click Browse and then Open after you find the appropriate backup file (usually the most recent). If a recent database is listed in the box (located on the right), you can click on it and then click Next to continue. 7. Click Exit when finished and restart your igo Figure application. 36

47 Chapter 6: Tips and Tricks 37

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49 Jumping to a Member s Record A time-saving tool which allows you to easily access the record of a member currently at your facility is to click on the member s name from the Attendance List to be taken directly to the member s record. This tip can save you time under many circumstances: In case of an emergency, you can access the member s record easily without having to go to Member Records. The emergency contact information for each member is on the first tab. If a member scans in and is asked to see a staff member, you can click on the member s name to diagnose this member s account. If this member is in Collections or inactive, the Attendance List will display the member s name in red. When it is time for a member to get weighed and measured, you can easily enter the information by clicking on the member s name and then going to the Results tab. Correcting an Invalid Address If you regularly send out newsletters, birthday cards, miss you notifications, or other mailing to your members, you will invariably come across some members who have incorrect addresses. To correct an incorrect address, follow the steps below: 1. Click Member Records from the Main Menu. 2. Select the member who you believe has an incorrect address. 3. Click Edit. 4. Click on the Personal tab. 5. Click the Is Invalid radio button in the This address: box. 6. Click Save. With the incorrect address marked as Is Invalid : Any labels printed through the igo Figure software will not include these members. A Bad Address List can be generated through Member Reports to contact these members via telephone. The members will be asked to see a staff member on scan-in and the members names appear in red in the Attendance List. Note: To remind the member to notify you with the correct address, leave a message using the Messages tab in the member s record. 38

50 Advertising Feature The igo Figure software has a feature included in it that may assist you in earning extra revenue each month. The adverting feature allows you to display two advertisements on the Attendance Screen. Many facility owners have made more than $2,900 a year using the igo Figure software s Attendance Screen ad feature. This feature not only makes the igo Figure software pay for itself, but helps you earn a little extra income per month. This advertising feature is especially effective if you have members at your facility who are local business owners. These are people who would profit from having their advertisements displayed in a highvolume area and will also know a lot of people they will be able to refer. Below is an example of a real life case study: This feature can also help you get many buddy referrals at your facility by running a simple promotion: Announce that both advertising spaces on the Attendance Screen will be available for FREE next month to the two members who give you the greatest number of buddy referrals. Any members, who would like to use the space to advertise their business, products they sell, services they offer, etc., should let you know. The buddy referrals will roll in. 39

51 Getting Help If you feel you need additional information to what was mentioned in this guide, you can refer to many additional resources Go Figure, Inc. offers: Quick Start Manual: This manual is designed to assist you on most frequently used features. Three Quick Training Guides (Employee, Manager, and this Guide): These three guides are geared towards the different responsibility levels. As an owner, it would be beneficial for you to have your employees and managers read the guides pertaining to their roles, but you may also want to read all three. They are quite informative and will assist you in understanding the igo Figure software better. Electronic Help File: This is the most detailed of the documents and includes an index to assist you in whatever topic you need further information. This file can always be accessed by clicking Help from anywhere in the software. Remember that there are multiple ways to contact our Technical Support Team if you need help even after reading our extensive documentation. The chart below will assist you: Your Country Phone Number Address Fax Number United States 877. GO FIGURE ( ) Canada Mexico All Other Countries or or or or igo Figure and igo are registered trademarks of Go Figure, Inc. in the United States and/or other countries. 38 igo Figure and igo are registered trademarks of Go Figure, Inc. in the United States and/or other countries.