Six steps for successfully switching members to Direct Debit

Switching to Direct Debit payments helps aquatics clubs to improve financial stability and save volunteers from tonnes of tiresome administration.

When payments are automated, instead of spending evenings trawling through bank statements and spreadsheets to track down payments, volunteers can focus on making decisions that improve their clubs for members. 

And when clubs know they’re collecting all the money they’re owed, they can plan better and invest more in coaching, equipment and competitions. 

They can also save hours of time chasing late or forgotten payments.

But switching members to a new way of paying is a major change that demands early, consistent and clear communication.

To help, here’s a six-step plan for success based on helping hundreds of aquatics clubs switch to Direct Debit.

1 Flag the switch early

Let all your members know well in advance that you’re planning to switch to Direct Debit. 

This is also an important opportunity to invite questions so they can be addressed soon as possible.

Key things to let them know include:

• Switching to Direct Debit will save you the hassle of manually paying each month.
• You’ll be notified of any upcoming payments and can cancel them anytime. 
• The Direct Debit Guarantee makes this the safest way to pay.

2 Send a Direct Debit request

The next step is to send a Direct Debit mandate to customers. 

This is the form they need to complete to authorise you to collect payments from their account. 

This is also a good time to reiterate some of the details from step one, invite questions again and let them know when their first payment will be taken.

3 Send reminders to members who haven’t set up a Direct Debit

About a week later, send a quick reminder to any members that haven’t yet returned their mandate. 

Use your previous email or message as a template.

4 Pick up the phone to follow up

If some members still haven’t returned their mandate, then it’s time to pick up the phone to give them a nudge a few days before the cut-off date. 

Your pitch for key benefits could look something like this:

• Paying by Direct Debit saves time – you only have to do it once, and we’ll do everything else for you.
• You can set up your payments instantly using the link we shared.
• You’re fully protected by the Direct Debit Guarantee.
• Direct Debit saves us administration time, so we can focus on the club and its members.

5 Address any customer concerns

It’s likely, and understandable, that some members may still be reluctant to use Direct Debit because it gives you control over taking payments from their accounts. 

Here are some points to help you handle these concerns: 

• The Direct Debit Guarantee protects members against unauthorised payments. 
• This means that members must receive advance notice of the amount and date of each payment before it is taken.
• Members can also get a full, immediate and no-questions-asked refund from their bank for any errors.

6 Send a personal reminder to any remaining members

It’s time to take a final shot at encouraging any members that have not set up a Direct Debit to return their mandate to you. 

To help, here’s a template that you can tweak:

Hi [name],

We spoke on the phone last week about moving your club membership payments to Direct Debit, but I noticed you hadn’t had a chance to fill out the mandate form yet.

Please take a few minutes to click the link below and set up your Direct Debit today, before your next payment is due on [insert date].

Let me know if you have any questions.

Regards,

[your name]