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Video Transcript
(04:28) hello everyone it’s Ashley with coure
(05:36) reserve and Josh Willies here today uh Josh we have quite an interesting webinar today it’s all about um maybe the little special buttons that you didn’t know existed in court Reserve not that we have any little special buttons uh we have you know lots of different things that sometimes make a difference sometimes when you probably come into live chat support you’re like I cannot figure this out and it’s that one button so what Josh has done is he’s actually gone through the system and he’s put together a great View and a teaching of
(06:09) you today of what we might may have forgotten and maybe new buttons that you didn’t even know existed today would that be a good description Josh that would be yeah well hey guys welcome H we’re gonna record this of course it’ll be up on the court Reserve YouTube channel uh later today once Josh gets it uploaded and then you know to put all of your questions please put them in the Q&A it makes it a lot easier for us to be able to answer those questions and um I actually you know I want to tell people what’s coming but I’m afraid Tim
(06:43) might kill me later and so since I’m on video we have so many good Integrations coming a restaurant point of sale coming a camera system coming uh just so many like cool things I want to tell people but I’m afraid to they’ll find out soon they they will for sure hey don’t forget we’ve got two more webinars planned this year we’re going to do some more later on at the end of this year we’re still finalizing what those are uh but if you are on the west coast Josh and I are actually going to be in Palm Desert uh starting next
(07:15) Saturday we’re going to come out to the uspta World Conference but if you are on the west coast and you want to meet with us sometime that next week uh please let us know we’ll send you the link to get a call or an in-person scheduled we’re going to be at one of the hotels out there in the Palm Desert and we’d love to meet you and if you’re not then we’re going to plan on having some Catalyst user conferences around the country next year we’re calling it the court reserve bus tour no bus involved uh but it’s
(07:40) going to be great we’re going to make a bunch of different stops and so hopefully we’ll get to meet you guys in person um so without further Ado Josh here we go all right let’s get started I can share my screen here all right great so customization and optimization in core Reserve there’s a lot of different places that we can be doing that customization and that optimization so I have sort of broken down this webinar into a few different sections here because I know we’ll be kind of going back and forth all around
(08:12) the system so the first section today will be in communication the first feature that I will be going over is push notifications if you don’t know what push notifications are push notifications are going to be a way that your organization can communicate or notify members directly from the court Reserve mobile app so this is going to be different from text alerts this is not something that’s sent to the member’s phone number this is a notification that the member will see directly from the court Reserve mobile
(08:46) app and if they click on that notification they get taken directly to that mobile app this is going to be an additional feature so if you would like to enable this feature we want to go over to settings on the sidebar scroll down to the bottom row and here you’re going to see additional features or add-ons if you’re on the older pricing structure and from the additional features or add-on page we can enable the push notification alert feature once we have that enabled we can be taken to the setup page and like all
(09:23) other forms of notification whether that be email or text we will be able to pick and choose chose which notifications are going to be sent as push notifications here if we have subscribed unchecked but active checked this notification will be disabled for the member by default but they can manually enable it if they would like to from the personal information page if we check subscribed then that means by default this push notification will be sent to these members and it will be enabled but if they’d like to
(09:58) manual disable it they can always do so with push notifications we do also have an additional tab here and this is going to be where we can upload our organization’s logo the reason for that is because since this is a notification from the court Reserve mobile app members are always going to see the court Reserve logo with that notification but we can additionally show our organization’s logo so that way if a member has an account in multiple organizations they can see which one is sending that specific notification we also have the ability to
(10:39) bulk send push notifications like we do for emails and texts so if we go to members on the sidebar we have the bulk text or the bulk push option when we go to thatpage we can send some information that we need to send to the member and when we go to the next page we can choose our recipients and we can also see a preview of what this push notification would look like on the memb mobile phone a benefit with push notifications is one again the notification is coming directly from the court Reserve app so if a member clicks on that notification
(11:17) they get brought directly to the mobile app they don’t get the text alert and then have to go find the app on their phone um and navigate to it this is is something that will directly bring them to the app and also with that push notifications do not have any pricing around how many push notifications are sent um this is just part of the text alert and push notification add-on for the price of the add-on so like text we have additional $5 for every 500 text that are sent but with push notifications you can send as many
(11:55) as you like to without getting any additional uh pricing for it so it can be cheaper on the organization end and it’s also just going to be an easier and an easier experience for your members hey Josh can I just say something so uh Tim and I we actually at Old Coast pickle ball the pickle ball club that we opened we use push notifications all the time specifically around filling classes and programming that have one or two spots open or if we have open court that you know we’d love for people to take advantage of like Same Day pricing I
(12:31) love push notifications because it is a very soft touch to someone’s phone it’s not as direct as a text message but I think push notifications are great because when they do open up their mobile device to come back into your organization they’re going to see some of those notifications and so again we love using it I think it’s a great value for what it is and I would just encourage folks if you’re not using push it is definitely one of my favorite things yeah yeah it’s great um and with Note communication um another feature
(13:03) that we have in the system is the ability to customize or add additional information to emails when we are sending out the email system notifications in the system so for example if we want to add our cancellation policy to the reservation confirmation notification that a member receives or if we would like to add our refund policy to the payment receipt notification that a member may be emailed we can add that information by going to settings on the sidebar going to the reservation settings row and going to the email
(13:42) messages page so from here if we go to create or edit one of these custom email messages the first step here is to choose which system notification email that we would like to add message too so it can be related to reservations events or anything payment related we can choose if the message that we’re adding will be included on the bottom of the notification or the top of the notification and then we can add any custom messaging that we would like to add to the system notification so anything we add here is in addition to
(14:21) the information that members already see in that notification all right and that goes over the communication aspect of this webinar so the next section that I have here is booking and event registration um I have one little tip and trick for reservations one for lessons and one for events for reservations is going to be the additional feature that we have called Court weight listing so if a member you know wants to book a specific Court type at a specific time but they see that all of the courts have been booked for that time this feature will
(15:03) allow them to join a wait list and from there if that spot opens up they will get a notification letting them know that that spot is now available for them if they would like to book it so again this is a an additional feature so if we want to enable this we’ll want to go back down to the additional features or the add-on row and on this page here we are going to be able to enable the coure weight list feature when we go to the setup page here this is going to be how we can set up Court weight listing on an organization-wide level there is going
(15:41) to be a way that we can apply this only to specific custom schedulers but first I will go over how we enable this for all members in an organization on the setup page um the only weight listing type that we have available is called any on weight list plus viewing scheduler basically what this means is if that spot opens up that a member joined the wait list 4 they can join and they can take that spot but also anyone else viewing the scheduler will be able to take that open spot as well but the member still gets
(16:17) the benefit of getting the notification that that spot is now open so that way they can get that notification and try to grab that spot quick quick L from here we can choose if members are going to be allowed to join the weit list from the member portal if we have this unchecked only admins would be ableto add members to the weit list and then from there we can allow members to wait list when desired Court type is available this setting how it works is say I have three pickle ball courts if all three of those pickle ball courts
(16:49) are open a member will not be able to join the weight list but if even one of those courts gets taken up then the weight list option will be available if I uncheck this setting then every single Court in that Court type would need to be booked in order for a member to join the waight list so with this checked only one Court in that Court type needs to be booked with it unchecked all courts in that Court type would need to be booked we can display the current number of players that are currently on the weight list for that specific time and
(17:26) then we can apply the membership booking rules when joining the wait list so if I have already booked two reservations for this week and we apply the membership booking rules during the weight list I would not be able to join the weit list if I have already hit that maximum restriction amount if I uncheck it my booking rules would only apply when I am actually trying to book the reservation after that spot has opened up so that’s going to be the difference there from there we can prevent the weight list x amount of hours out so if
(18:03) we only want to do it maybe for you know maybe last minute bookings or bookings within the next 24 hours we can do that and then we can choose which courts we want to apply the weight list to so this would set it up on an organization level but say maybe we only want to offer Court weight listing to specific membership types maybe we only want to give this feature to the premium membership at an organization we can instead set up Court weight listing on a custom scheduler level so if we are going to set it up
(18:40) that way we would want to not allow players on the member portal to register to the weight list on an organization level instead we would want to go back to settings go to court andall machine settings and go to the custom schedulers page and if I edit a custom scheduler that I have in the system for example here I have this custom scheduler specifically for my premium membership I can scroll down to the bottom of this edit page and I can override the weight listing settings so right now on an organization level I’m not allowing
(19:18) members to join the weight list from the member portal but when I override the weight listing settings on this custom scheduler that will allow allow me to apply these settings specifically to this custom scheduler and it will not apply to any other schedulers in my organization so if we set this up on a custom scheduler level and say for this custom scheduler only the premium membership can see it then that means only the premium membership members would be able to utilize the Courtway listing feature so that goes over the tip that I have
(19:58) for reservations for lessons I will be going over the book a pro scheduler that we offer so if we go back to settings on the sidebar and we go to instructor settings we’re going to have the book a pro setup page right here in the system by default if we don’t have a book appr pro pro scheduler set up members will not be able to book lessons in your organization and lessons can only be booked from the admin side the book approach scheduler is going to be what gives members access to booking lessons directly from their
(20:34) account so if we would like to give members the ability to do that we can go to the book appr pro setup page and if we have any schedulers here already created we can see them here but if I go to the edit page and we’re setting up the scheduler I think something that’s always important to point out here is we can set up these schedulers so that they’re filtered by instructor type by instructor by lesson type and we can also show the scheduler to specific memberships so depending on how many instructors you have at your
(21:13) organization depending on if you have different sports at your facility and you have pickle ball and Tennis Pros maybe if you want to set up a different scheduler for each membership in your organization we can do all of those different setups here just depending on how you configure each book appro scheduler that you create in the system so there’s going to be a lot of flexibility here and I will say how you set this up will most likely differ depending on how many instructors you have how many different lesson types you
(21:46) have um if you have a lot of different memberships with a lot of different booking rules that you’d like to set up for each one um but I think is important to know that you you have the flexibility to set up these Book appr Pro schedulers in many different ways depending on what you want to offer I mean for example you know if we have a book appr pro scheduler for our individual membership and then we have a different one for our premium membership if we have all of those set up indifferent schedulers we will be able to
(22:19) decide for each membership ship how much time in advance can an instructor be scheduled or how many days in advance are we going to show instructor availability for a premium membership versus an individual membership um so there’s again a lot of different ways you can set up the book appr pro schedulers it’s most likely going to depend on what you do offer at your organization the different membership types you may have at your organization um but there’s just going to be a lot of different ways we can customize the
(22:53) setup in the configuration for the book appr pro schedulers and then for the last tip that I’ll show here is going to be for events um this is really going to be two different setting pages that we have so for events if we go to settings and we go to the event settings Row the two pages that I will touch on today are going to be the event defaults and the event tags the event defaults are going to be the settings that are preset up whenever we create any new events moving forward so if we have a lot of settings that we are
(23:32) applying to 90% of the events that we are creating in our organization we can just set those settings up automatically on the event defaults page so that way every time we create an event we don’t need to manually go in and enable or or disable all of those settings so if we’re going to always have a weight list setup here um if we’re always going to have a Max registrant of 25 except for a few use cases you know we may want to consider setting all of these parameters up as event default so that way you really only need to deal with that
(24:13) setting if you’re going outside of this parameter that you set up here you know if you’re an organization that’s really pushing the requirement of payment profiles or upfront payment we can enable those settings from the event defaults page so that way you don’t need to think about that and set that up manually every single time that you are creating an event the next page that I will go over is going to be event tags so if we go back over to the event settings row we have the tags page on the end of this row and tags are going to be a way that
(24:52) members or admins can easily filter by different types of events in your organization so this is going to be sort of an optional way to categorize your events and here I have a few examples so if you offer adult senior and Junior clinics you can have different tags for each of those event types you know if you have different categories if you have your morning your afternoon and your evening clinics we can use all of those as tags and when we are creating an event we just need to apply those tags on the top of the setup page for an
(25:31) event and then from the member portal if I go over to my event list I’m going to be able to easily filter by these tags so if I’m looking just for the morning clinics or if I’m looking just for the adult Clinic I can use these tags to very easily filter the specific type of event that I am looking for hey Josh another thing that I love about tags is that you can add the Emoji to the tag and it populates h it’s it just makes it fun right so if you’re having a strength training class you can add the little arm pump of the muscle right uh so it’s
(26:16) just so cool you can use your short keys and they actually populate through and it’s just a really cool thing because then it’s another eye-catching uh way to let people easily be able to identify what they um want to sign up for right right and just adding a little character to your member portal you know making it stand out a little bit more and be a little bit unique when you’re on your organization’s member portal okay great yeah so that goes over booking and registration and just the different ways to customize or optimize
(26:49) in the system the last section that I have for today is going to be the member management and the reporting aspect of this webinar so the first thing that I will be going over in this section is going to be custom Fields if we go to settings on the sidebar there’s going to be a few different places that we can get to the custom Fields page but the first one we’ll see is going to be under reservation settings right here so when we are creating custom Fields there’s going to be a few different custom field categories that we can
(27:28) select depending on where we want to apply this custom field the first one here is going to be event this is going to be a custom field that shows up on the event setup page when you are creating or editing an event and this is going to be entirely on the admin side so this is not some thing that is used when a member is needing to add additional information to their event registration if we’re looking to do that we would want to instead use the event registering category this is going to be where we can ask for their doubles partner or
(28:07) their shirt size or any information that may be relevant to a specific Clinicthat we need the member to fill out when they are registering into that specific Clinic we have the member category so this is going to be a field that would populate on the details page or the personal information page for a member these are going to be the custom fields that we can also apply to the signup form so if there’s anything like emergency contact that you need to get from a member when they’re creating their account um we can set that up as a
(28:42) member custom field we have the reservation in the lesson custom field so when we select this we can choose which reservation or lesson types this custom field will be eligible for so if we want to ask some custom questions when a member is booking a private lesson to better understand what they are looking to learn and gain from that lesson you know we can always add those different custom fields for reservations and lessons and then we have a transaction category which would just be an additional field that you see on the admin payment window
(29:20) and if you go to the transaction details for a specific payment you would be able to see that custom field but with all of these different custom field types we’re going to be able to choose the field type that the member sees so we can choose the text box option that’s going to be a smaller text box similar to what we see right here we have text area which is going to be basically just just a larger text box if there is anything that a member needs to fill out that may be a little bit longer than just a few words and then we have the drop- down
(29:59) option so if you want to pre-create the options that the member would be selecting from this is going to be how we can choose those different options we can add additional options if we need more than four um and then from there the member would be selecting from what we are typing in for each option from there we can choose if that custom field will be required we can choose if it’s going to show on the member portal so if this is something that members should see on their end we can choose if this shows on
(30:32) the admin side so this is going to be something that’s visible when maybe a admin is creating a member’s account or when they are registering a member from the admin side are they going to see this custom field we you can choose if it’s going to be enabled which is basically just saying should this custom field be visible and then depending on the type that we choose we may get a few different additional settings here if we display on the member grid that would make this custom field visible on the member list page on the admin
(31:08) side if we are looking at an event registering custom field if we show it on the registrant list that’s going to give us an additional info icon next to each registrant’s name and that way we can easily identify the information that they filled out for that custom field so for example if I go to the event list and I want to see what members filled out for that custom field if I’m showing this on the registring list I get this info icon and I can see the information that that member had selected so that goes over custom Fields
(31:48) another part of member management that you can customize in the system is going to be check-in statuses so if you are an organization that is using check-in statuses and you sort of just want to manually Mark if a member is checked in or if they are noow we can also add additional statuses by going to the additional or to the organization settings row and then going to the check-in statuses page from here if we choose to enable the advanced check-in status we are going to be able to create check-in statuses we can
(32:28) choose if they’re going to be active and we can also choose the background color in the text color that we see when we are applying those statuses in reservations or events with that we can also choose the order that they would show in when we are adding a status to a member or to a registrant on an event um but this is just a way that you can create more statuses maybe there are some use cases that you want to have a specific status for this is going to be how we can have more than just checked in and noow has
(33:04) statuses here and the last thing that I will go over is a few tips and tricks with reporting to just make reporting a little bit easier on your end so when we are under any report in the organ in an organization I’ll use the members report as an example here if we have a report that we are maybe running on a weekly or monthly basis and we just want to be able to quickly pull that information so for example maybe I want to get a list of all members that are currently inactive right now I can apply all of the filters
(33:41) that I need to we can scroll down to the outputs we can apply which outputs are going to be relevant here and we can also sort these outputs as well so if we need to change the order of the outputs and also choose which ones we’re applying we can do that here and then if we click save filter orsave report on this specific report we can save this report so that we’re able to easily just come back to it in the future um and based on the filters we apply see how that information has changed on a weekly or a monthly basis we can choose if it’s
(34:21) something that only your account would be able to see or if it’s something that all system users in your organization should be able to use once we have a filter or a report saved if we click the saved filters or the saved report option we’ll be able to see all of those different saved filters we have and we can quickly load them so some examples that I have here say you’re an organization that is really pushing for every member to have a payment profile on their account if we save a filter that only shows us members with
(35:00) no payment profile we can run this on a weekly or a monthly basis and then with the members report something that I really like here is we have the ability to email text or send a push notifications to these members um so if you want to just get that list of all members that have no payment profiles send them a quick email to let them know that your organization’s going to need that information that can be really handy for you all right um and then another one that I will point out for reporting is in this case may be a
(35:39) little bit more relevant for your transaction or your financial reporting if we go to something like the sales summary we can also use this save filter button um but say you want to just filter this report on a monthly basis or we want to see everything from last week if we use this drop down to select this week last week or current month or anything like that when we save this filter and then we load it in the future it’s going to be looking at this setting here rather than the specific dat so these specific dates will automatically
(36:18) be applied based on what we are choosing in this drop down here so that can be really handy if you just want to quickly run a financial report based on last week or the current month or last month or the current year all right so that goes over everything that I wanted to cover today Ashley do we have any questions or anything that you wanted to touch on yeah actually um you must have knocked it out of the part because we only have one question so far and it was from your very first um going over emails and Nancy had a question how do we know what
(36:57) they see already in the email um or what we might want to add um as far as the email goes yeah so if you’ve already sent email system notifications out to your members and you want maybe just a reference of what that’s going to look like we can take a look at the notification audit log in your organization by going to audits on the sidebar and then looking at notifications so this would show us really any notifications that have been set based on the filters that we apply here let me remove my date filter so we
(37:30) can see a little bit more information so for example if I just want to take a look at what the current reservation confirmation email looks like we can click the details here if we send it as a push notification you can see the preview and if we send it as an email we can see what that email will look like and if we add any additional custom information you know we’ll be able to see that custom information when we click on details so we’ll be able to see exactly what this looks like from the member perspective so her next question are are
(38:11) there templates already set up so that’s a great question uh because uh while you guys were learning and in class I was actually talking to Tim about some of the upcoming things that we are going to be um working on this fall to add to court reserve and a new and improved email Designer is coming and Josh I believe you’re going to work on the ability to create templates within that is that right correct yes um so there’s going to be a new email Designer that we’re working on and that will include the ability to create templates for
(38:45) emails that you are bulk sending to members um and I don’t want to share too much information but we are looking into how we can allow organizations to customize system notifications as well we haven’t started the development or anything on that but just know that that is something we have been discussing and and will be in the work shortly yeah and I also got permission to share a couple other things um account credit CRS is coming that’s super exciting because right now if a player has a credit on their account then if an admin is
(39:23) processing a payment it’s automatically going to pull from that credit and so account credits is like 90% there it’s so exciting because now the admins will have the ability to save that credit and use it for what the player or the member wants so that’s excellent uh save my play integration I mentioned earlier uh video cameras right we have them at Old Coast pickleball it’s where uh the cameras come you set them up and thenthe player can actually uh Say Hey I want you to record my session on the court and then it emails the clip to the
(39:53) player it’s such a cool integration we’ve been using it at Old Coast for about four months now and the players really love it uh Go tab Go tab is another integration we’re doing this allows a point of sale restaurant style so that’s another great integration so if you have a club that you know you need a little bit more than your pro shop and selling beers you want to ring up a burger and some fries and give a tip and a discount that’s what go tab’s going to do uh improved player onboarding um I believe that goes
(40:22) towards maybe the registration page Josh is that right so this will have to do with um onboarding just on when you’re creating an account also through the Branded app just making the experience for creating an account as a new player easier and just more frictionless when you’re going through that process merge members know for you existing Court Reserve clubs who have been here you’re the OG’s merge members is something that’s probably exciting for you and then the last one he is allowing me to talk about is team based event
(40:56) registration yay that’s so awesome a lot of great stuff that’s coming out in October yeah and so team based registration for events is great because then we can have teamb based leagues and things like that and so that’s another cool uh really good so uh let’s see any more questions here uh are the coaches have to be set up on book a pro in order for a customer to book them online yes yes yeah so they would need to be set up as an instructor in your organization in order to add them to a book apro scheduler yep I know a lot of orgs that
(41:32) use book apro and they love it it makes it so easy even if you don’t want them to go ahead and have confirmation of the lesson just for the notification to the pro the pro is like oh can I do this lesson at this time or not it’s great all right before you guys jump off we have two more webinars coming up next week is all about your instructors um instructor Essentials so that is going to be about everything instructor so get your instructors to watch it so they’ll know a little bit more about court reserve and maybe your front desk as
(42:01) well so that’s going to be a good one and then in October uh Wednesday October 2nd um perfecting the point of sale so I know Josh you’re going to do a great job on that and we’ve made some improvements around the point of sale so that is going to be great all right well you get great job with all these tips and tricks I hope everybody learned something new today even if it was one thing so don’t forget this will be in the YouTube channel a little bit later today and we’ll see you next week have a great day everybody
(42:31) thank you all bye
Customize & Optimize: Unlocking More with CourtReserve
Video Transcript
(00:00) hi everybody Welcome to the court Reserve webinar uh today we’re going to be talking about point of sale and all of the fun things that you can do in court Reserve with the point of sale um I am Kim from the product team I am joined by Josh also with our product team and then we have a special guest joining us today as well Connor from the team at throuth and so we’re going to give you guys um really a in an in-depth into the court Reserve point of sale and then also Connor is going to be sharing with us some uh awesome things about
(00:32) what froth can do as the Pro Shop Pros um so I’m going to go ahead and let Connor take it away here in a second but if you have questions as we go along there is a Q&A section um just feel free to drop any questions into the Q&A and we will address them as we go along hopefully we’ll be able to answer a lot of those questions that you have live um but if there’s anything that you are curious about please don’t hesitate to ask okay so Connor I will let you take it away Thank you very much Kim um I appreciate you guys taking the time to
(01:03) do this I um am excited to share a little bit about what I myself and from with Rocket Sports does so um qu everyone see my screen we’re all good there I believe yep you’re good to go great um so fou Rocket Sports has been around since the late 70s um it started as a pro shop but we slowly turned into to to a Wholesale Distributor when the tennis boom hit um so what that means is we have a big Warehouse as all the tennis Brands um whether it’s shoes apparel Court equipment in every racket sport um for your Club so let me see yes
(01:51) so um we’re the largest wholesale distributor in the US in racket Sports um so we carry every sport you see up there um tennis has always been our bread and butter forever uh but obviously with the opportunity of pickle ball we’ve to have head first into that what we see with padell and then some of the older racket Sports platform squash rocketball badminton and then some newer ones Beach tennis and pop tennis so our customers are country clubs independent retail shops high schools and universities um so why froth so fromo this is a little
(02:35) bit of background but we are you can go directly to these brands or you can go to froth fouth has a exceptional reputation in the industry and it’s really why we exist for our customer service um and shipping those are two major Staples for us um they’re we keep it old school we have a full customer service staff on 247 on the phones um and they can steer you in the right direction take care of anything you want um and then that quick shipping so satisfying that customer as quickly as possible and being able to keep a
(03:16) tight inventory of your product as I said before no minimum work quantity so that makes it less of a headache um another thing that makes it less of a headache by going through us is we are that One-Stop shop right you’re not going to all these different brands and having to order 20 rackets of one model at a time um and waiting a few weeks to get that you can get everything at once from us whether it’s Wilson balls and head rackets um or babat shoes Nike shoes all that um and then a big um piece of our business which I will dive
(03:57) into um as we go forward is is the because we sell all these clubs is the logo embellishment um so I’ll get into that more um here so I wanted to go over a lot of Trends we are seeing in this industry right we when you call us you’re not just going to get products from us um and do that One-Stop shop you are going to get advice from us you can ask us anything so whether it’s what we we see selling the latest trends our customer service team is updated weekly and trained to really be the experts here so that you can run an
(04:40) efficient Pro Shop um so a major Trend that we’ve seen an uptick in as a result of what Amazon brings to the table as a competitor and just the surplus of brands that are in the industry now is logo embellishment so this is something we really preach to all of our customers and they love and continue to use us for this um is doing this custom product for your customers it’s they don’t they’re not going to buy a plain Nike te I mean they may in some cases but they can go to Amazon for that now they can go online
(05:26) and find the cheapest one they want to buy the Nike te with your logo on it um so that has been a great success on our side and all the clubs we sell to it’s all about that they want to leave with that momento after they have a great time at your Club um so we do all that for clubs as I said big a lot of tournaments big tournaments like a Philly Cricket Club for example will come to us and say hey we need 300 t-shirts for national grass courts um and this is our pricing this is our size they get all that information we will
(06:12) set up a form and do all that for you and then they have no backend they are getting it straight through their door and out their door and it’s a it’s an easy money maker there um for allparties involved and then um leagues is a big one we do so a lot of men’s and women’s tennis leagues custom apperal um but this is just a piece of the industry that continues to Boom um we used to Outsource a lot of our Uh custom product and we saw such an uptick that we built a logo embellishment um like little Factory in our warehouse um as of that so that is a
(06:57) big piece of the Pro Shop business now um we I know I got a little into it on what we do as a wholesaler but I think it’s important to note that we also do own and operate a few Pro Shops ourselves um one being the USA national campus and that custom merch has continues to fly off the shelf right you have a great experience at a phenomenal location um and that is really uh paid off for us so um that is something we continue to preach the next Trend I will go over is pickle ball clubs as we all know pickle ball clubs are hot this is where a lot
(07:43) of the money in the industry is being um blown through and um pickle ball boom is huge but it’s a very difficult sport to navigate when it comes to the equipment right now there is a surplus of Brands um and there’s a new hot brand every year it’s it the trend it’s very hard for us to track honestly but we feel like we’ve gotten a good handle on it over the last year um but as you see up there it is known as the Wild West in the industry because there is so much going on with 2,000 plus paddle Brands and um it it can be a very difficult
(08:30) thing to navigate in the pickleball world right now um so up here I gave a little example of kind of what we list out and what we can do for you and help steer you in the right direction that you can put that product in your shop and it will go out the door um so from Top shoe brands to top paddle Brands to um top clothing Brands you know we we really see it all and we have that large sample size from the wholesale side and then we get to see it firsthand with the Pro Shop side so um I think we’ve gotten a pretty good handle on it and I I don’t
(09:12) wish it to be the wild west anymore um but this is what we can help you with so like the Big Brand we saw come into the space really they’ve been around for a little while but a merge this year was 6-0 obviously everyone knows Yola and cirk and um another one is Crush come on in the scene there is just a lot going on and it’s hard to navigate it’s hard to commit to one brand right now in pickle ball unless they’ve really cemented themselves like a Yola like a selker and um that is where we can come in and kind of steer in the right
(09:55) direction and you only have to order two or three if you want you don’t you can order one if you want you know it makes this just an easier process for you um so you’ll see top women shoe brands we’ve seen so like a k Swiss has really emerged they’ve made a strong uh Resurgence in the industry and that’s um one we continue to see go up uh but yeah so that’s a super hot trendy thing right now is all these pickleball clubs and franchises are popping up and they don’t know what to stock on their shelves so they are coming to us and we
(10:31) are doing free Consulting basically as a result of them being a customer um another one you will hear about and it’s an it’s such an exciting time to be in the racket Sports industry there’s more going on than there has been in 25 years since the tennis boom so um and that’s a result of pickle ball and now padell which has been built out overseas that they it’s just a very exciting uh time to be in the space and there’s a lot of opportunity um so padell padell is something is a Sporter padell paddle um I know it gets a little confused in
(11:12) the platform so the name you can call it what you want but um this is a sport that is starting to see really tremendous growth um across the US there’s a lot of money being poured into it and and there is a lot of money to get out of it um as a result of the clientele the product rackets are two to 300 bucks that are on the higher tier end and they don’t last forever um they depending on how much you play but these are some of what we’re seeing and I do a lot of this with all the new padell clubs coming up in the industry I am
(11:51) walking them through what brands to use for balls rackets shoes um and it’s really been a trial and error process for us over the past year and a half um but over the last six months with all these clubs being built out um and being very Hands-On in this process and visiting clubs I’ve learned a lot and our team has learned a lot about the hot Brands the right Brands to carry um and how to just really go about the process um there because it is so new in the US and not enough people um know about it um but again that money is coming in and
(12:36) it is super hot right now so um that’s a little bit about broth I am happy to connect with any of you um after this I can walk you through kind of what we do what we recommend for your pro shop and all that so um I I really appreciate the Court Reserve team they’ve been a greatpartner in this process and uh thank you guys absolutely thank you so much for joining us and Connor if you want to shoot me over your contact information I will get that over to um our customer success team and then if any of our um customers have questions about how to
(13:12) contact you they can reach out you guys can reach out to our customer success team and they can get you that information okay so if you want to me I will pass that along okay um and uh Connor is gonna actually be sticking around and joining us um so if any if you think of any questions that come up you know we can address more questions um there were none that came up during the presentation but if you have any specific fouth questions or just even um maybe questions about the industry that Connor might be able to answer um we can
(13:40) take those uh towards the end of the presentation um Josh is going to go ahead and get into our point of sale but um yeah if you have any other questions for Conor just please feel free to post those in the question and answer section and we will get to those at some point during the presentation okay um so you go ahead I’m going to turn everything back over to Josh and Josh is going to uh take us away with point of sale in court Reserve all right perfect thank you Connor for being here and thank you for your time we really appreciate you
(14:09) joining us today um today we’re going to be going over all things point of sale I’ll sort of touch on some more basic things at the beginning of this webinar so if there is anybody here that is maybe not as familiar with the point of sale feature we can sort of touch on the Essentials um and then on the second half of this webinar I will be going over things like Inventory management and also the sales reporting that we have in the system before I get started in the system I would like to point out that on October 15th we did release our
(14:42) integration with goab so if you are a facility that is selling food or beverage you can now integrate goab into your organization and any fees that are generated from goab will be pushed over to this member’s account in court Reserve um I won’t go too in detail on the actual integration because we are going to have a webinar with the goab team going over this integration in a lot more detail so if you are interested in that definitely be on the lookout because we will be sharing more information on the date and the time of
(15:19) that webinar once we get that for you so let me go ahead and get into into the system here and we can get started so I will jump over into court Reserve okay great so I’m sure a lot of you here if you’re at this webinar you already have point of sale enabled in your organization but if not and you are looking to use the point of sale feature we can go over to settings on the sidebar and if you scroll down to the bottom row here we’re going to have the additional features or the add-on row and on the additional features or add-on
(15:56) page that’s going to be where you can enable point of sale once you have that enabled if we go back to this sidebar navigation you will now have a point of sale button on this sidebar here and this is going to be where we can start setting up our items and things like that so I’ll kind of just go over the basics here before we actually create any items in the system a few things that we can set up our item categories so apparel beverages you know if you’re selling paddles or rackets um this is going to be where we can create all of
(16:33) those categories and when we are creating or editing a category we can also include a revenue category so rather than having to add that Revenue category to each individual item this can just save you some time on that setup and you can just apply it to the entire category with that we can also set up our tax rates and some manufacturers in the system before we actually get started with creating any items so under the items drop down here we’re going to have the taxes page this is going to be where you can see all of the tax rates
(17:09) you already have created in the main section of Court Reserve but if you need to add any you can also add them from the point of s setup as well and then below that we are going to have the manufacturers page and these are all things that you would be applying to an item when you are creating those individual items so um it may be best to just set these up beforehand that way you have everything set up and ready to go prior to creating those items um but if we need to add that distinction between these specific
(17:42) manufacturers and you want to break it down by a manufacturer in your reporting you’ll be really helpful to just get those created on this page so after we have those set up we can start actually creating items in the system so we can go over to the item list and this is going to be where we can create those items when we create them this is going to be where we apply that category that manufacturer unit cost and retail costof an item tax rates um and then we can also keep track of the stock of an item so we can add how much we actually have
(18:18) in stock and then we have a stock onand alert that we can add as well so if we want to start getting a little bit of a notice once an item is low in inventory we can add the number here where we would like to sort of start seeing that alert um and a little bit further in this webinar I’ll show you the reorder stock page that shows that alert we can add the UPC or the skew code here as well and then also add an item page AG or an item image if we would like to so with items once you have created it there’s also the option of creating
(19:00) variations to that item so if you are selling something like a sweatshirt or a t-shirt or athletic shorts or anything like that we can add VAR uh variations for those different sizes of shirts so we can click add variation next to an item right here and with each variation we can set up our own unit cost retail price and we can also keep track of the stock on hand for specific variations and also get alerts for specific variations as well so that kind of just briefly goes over the basics of creating items and
(19:39) item variations in your point of sale um something that I will add is we do also have the ability to import your inventory so if you are newer to the point of sale feature um and maybe you were using a different system previously and you just want to quickly get all of those items added under the items drop down we do have an import inventory button here and when we get to that page we are going to have this little button here to download our template you can also reach out to our customer success team if you need any assistance
(20:16) with just making sure your import sheet is formatted correctly um and they’ll be happy to look over your Excel sheet and your template to make sure everything is set up correctly before actually doing this import so once we have the items actually created then we can actually launch the point of sale system so if you click launch point of sale here this is going to be where we can see all of our items and we can add it to the cart if we need to if we have variations for an item this is going to be where we see
(20:50) it so when we click on that item there will be a drop down for each of those different variations that we have from here we also have the option to Discount an items price we do also have the ability to add some shortcuts if there are some common discount percentages that you are adding so if we go back to the setup page under the settings button on the sidebar we are going to have a discount table here so if you have you know maybe an employee discount that you just want to quickly apply in some cases we can
(21:29) just add a shortcut button for this discount so that way you don’t manually need to type in the percentage that you are giving to those items so here you can see I have a few different examples of that from this page we can also choose which payment types are going to be allowed in the point of sale system so if there is anything like cash or check or gift card or anything manual that you would like to keep out of the point of sale system when you get to that payment process this is going to be where we can remove those different payment
(22:06) types but if we go back to the actual point of sale where it is launched if we click the discount button on an item this is going to be where we have that drop down and you can label them whatever you’d like so if if you’d like to label it you know employee discount rather than 15% you can always do that and then once we get to the checkout page something that I would like to point out here and this is a small adjustment that we’ve made based on the account credits feature that we released on October 15th so if you are manually applying
(22:44) account credit to unpaid fees rather than automatically applying it and we select a member here that has account credit on their account here we can see I have this amount in account credit we’re now going to have this toggle here where we can decide if we would like to apply this credit to this payment and then we can always disable it if we would like to charge the member’s card or just add the fee to the member’s account um so I did want to point that out since this is part of a new release that we had um in October
(23:19) hey Josh there’s a question I wanted to um get answered for us real quick um if you flip back over into the variations on the item list is there a way of copying A variation currently in court Reserve I do not believe so let me check no it does not look like there is but that is something we can keep note of yeah definitely we’ll take and add that to our our product road map yes yes thank you all right great um so that’s sort of the essentials of using of setting up items and then using and launching the point
(23:58) of sale I just wanted to touch on that for anybody that maybe isn’t as familiar with the point of salefeature all right um I see that that we do have a question for a cash list with credit card on file what allowed payment type should we check so let me go back over to the settings page so on the top here we’re going to have credit card swipe SL manual if you are integrated with a payment provider this is actually going to be checked and disabled so we can’t disable if you can use credit card or not in the point of
(24:32) sale if you are looking to do cash list or prevent any sort of manual fe uh payments from happening we can uncheck manual credit card cash check and gift card so that way the only two options that we have here are the credit card swipe or the manual credit card um that would include payment profiles or we can charge the fee to the account without actually processing a payment there so that would be what I recommend adding if you’re trying to do cash list all right do we have any other questions before I move forward um there
(25:12) have been a couple questions just around tab but I’m going to take care of those questions just with my typed answers um so go ahead and you can keep going okay great um so yeah like I was saying um that kind of just goes over the essentials of creating items item variations categorizing them and then using the actual or launching the actual point of sale some things that I really want to focus on in this webinar today are going to be a few ways that we can manage inventory and then a few ways we can and report on our
(25:50) sales so if we go back to the items drop down we are going to have this page here that is called stock adjustment from this page we are going to be able to see every item that we have and every variation of each item that we have as well and we can see the amount of stock that we have on hand and we also have this button here to quickly adjust the stock for these items so if you had a small order that just came in or you need to make changes to multiple items in terms of the stock that you have on hand this is a quick way that
(26:27) you can do that for multiple items when we click on the adjust stock button we’re going to be able to choose an action type here so we’re going to have some actions that will add to your stock on hand like stock received sorry we also have the ability to do an inventory recount and then we also have some action types that would subtract from the stock on hand so if anything’s damaged if anything’s lost we’ll be able to track all of that and then from there we can make that change if you are looking for a report
(27:10) that will quickly show you all of these stock adjustments whether that be you know filtering by the date that they were adjusted or the system user that made those changes we do have a stock adjustments report on this page we do have a shortcut to it we do also have it under our reports as well so when we get on this page this is almost going to be like an audit log that is showing us all of these stock adjustments that were done in your organization we’re going to be able to see the item name and the variation name
(27:49) we can see how it impacted the quantity we can see the action type and we can see the system user that made that change as well we’re also going to be able to filter by System user um and item categories item names and things like that as well one second sorry so if we’re looking to just find a quick place where we can see all of those adjustments for any item in our organization we can easily do that from this report if I go back to the stock adjustment page you’ll also notice that when we click adjust stock we can see
(28:31) the stock history for individual items as well so those are going to be the two places where we can quickly see that stock adjustment the report would be where we can see any stock adjustment for any item in our point of sale inventory so now if I go back down to reports we’re going to have some different reports here um if you remember previously when we were setting up an item we could set up a stock onand alert so that when the inventory was low for an item we could get an alert for it when we see the restock or the
(29:06) reorder stock button we’re going to have this little red dot here if there are any items that have reached that alert amount when we click on on this page we’re going to be able to see the current quantity and then also the amount that we have set that alert to so this is a good place to just keep track of any items that you may have low inventory on all right and then if we go back up to the top of this report here uh reports drop down the first two that we have our item sales and category sales this is going to be a place where we can
(29:46) can see the net sales or the amount without tax that this item was sold for we’ll be able to see the amount that was sold uh or the tax amount in that purchase we’ll be able to see the gross sales so that amount including the tax and then we’ll also be able to see the profit that we made so it’s basically going to take the net sale amount andthen subtract the unit price of that item so we can see how much we made as an organization on these sales same goes for the category sales page the only difference here is this is
(30:21) going to be broken down by category rather than each individual item that we have in the system um but we’re going to have the same columns here so we’re going to be able to see the net sales the amount in tax from that purchase and then also the gross sales and the profit the next report here we have is the inventory valuation on this page we’re going to be able to see how much we have on stock for a specific category we have this plus icon that will show us each individual item that’s in that category so when we’re looking
(31:03) at the average cost it’s the average cost of all items under this category but we can break it down to the items and also the variations for that specific item from here we would be able to take a look at the amount we have on hand multiply by the cost of that item and see how much an asset value we have of that specific item there and we can also see based on the asset value what percentage it is of our total asset in our inventory we will also get the retail value so how much it costs for retail price and we can see that percentage in
(31:45) total retail for our inventory as well all right sorry losing my voice a little bit um so the next report that we have here is the sales tax report this is actually going to take us over to the Sal summary that we have in the main section of Court Reserve so if we are trying to get a breakdown in terms of net and gross sales and the amount in tax that was paid in our point of sale purchases we can do that from the sales summary you can also pull this up when you’re in the main section of Court Reserve but when we run this
(32:27) report we’re going to be able to see the amount in sales that were exempt we will be able to also see the amount in sales that were taxable and then we’ll get a breakdown for each different tax rate that you have in the system and how much you collected in that tax rate from there you’ll also be able to see the gross sales and the net sales in point of sale as well from this report we also have the payment summary so from here we’re going to be able to see just the total amount in payments that we have made through the point of
(33:03) sale and this will break down the payments by each payment type that we have in the system here and then we have the sales page this is going to show us each sale that we have made in the system we’ll be able to see the subtotal the amount we collected in tax and then the total amount as well as the payment type for that sale and then also who had tendered that sale as well sorry I am losing my voice um do we have any questions or anything that anybody wanted to go over I know I kind of briefly went through some of those reports because I was
(33:49) losing my voice a little bit yeah there was a question if we want to back up to just how to charge uh users in the point of sale so let’s go um back to your point of sale launch the point of sale and then open an order and there’s um some questions surrounding how do does a user or a member need to be set up in the system and have an account set up in court Reserve in order to purchase items through the the point of sales system so does does every single person I sell to have to have an account in my court Reserve database they will not have to
(34:25) have an account created so if I let me add an item to my cart really quick if we go to the checkout this member drop down is going to be optional so if you do have somebody you know you can quickly find their account link this fee to their account but you don’t necessarily need to so if you have someone at the point of sale that has doesn’t have an account in your organization and you want to process that payment we can still use you know our payment methods without selecting a member here and Josh is the ability to I can’t
(34:59) remember so I’m gonna ask if you know the answer to this is the ability to um control whether or not you can do that is that a setting within the point of sale as well that they need to say um allow members to charge if they don’t have an account um I do not believe we have a setting for that right now but we can definitely keep note of that right just want to make sure if it was something that we added later on after the point of sale was introduced that you know normally it’s a setting but okay yeah right now we do not have a setting for
(35:36) that the only type of restriction that we can sort of add to the point of sale is under settings we can restrict suspended or inactive members from having point of sale items charged to their account cool um and there was a suggestion that also came in for someone that does not have an account it’s a good idea to create a profile for miscellaneous income so the items might be easier to find because yes when you do charge somebody or you do process a payment in point of saleand it’s not tied to remember um those
(36:06) those items when you’re looking at your transaction list later um they’re you know if you’re filtering by a member they’re not as easy to find if they don’t have a person that’s a good idea that is yeah all right and then is there a way for court Reserve to automatically apply a member discount rather than having to manually apply a discount right now we do not have a way to link the discount amount to specific memberships or anything like that um the best option that we have right now is just sort of creating this discount percentage
(36:39) shortcut so that way you can quickly apply it when you are selling those items all right sorry I’m answering a question here live um let’s see is there a way for Port Reserve to automatically oh you just answered that one okay um and can you restrict a member from charging to their account and then somebody did also want to point out there is a setting in each individual’s member account that will restrict you from being able to charge to their account so if you want to show where that setting is people might be
(37:15) interested in that as well thank you for that suggestion all right yeah so if we are under a member’s account under the details tab if we scroll down to the bottom here there’s going to be a charge to account not allowed on point of sale so if we do need to restrict you know just an individual from being charged there this is going to be where that setting is Right awesome that was the all of the open questions that we have right now okay great well that was all that I had to cover sorry I know I kind of lost my
(37:46) voice halfway through and started running through those reports so if anybody has any additional questions always feel free to reach out to our customer success team um and then if anybody has any questions for Connor from froth and you don’t have time to send it in the Q&A right now you can always reach out to our customer success team they can send that over to us and then we can make sure Connor gets that question okay perfect well um awesome nothing else came in on the question and answer section Connor thank you again so much
(38:21) for joining us today um and then Josh where do we put these recordings of the webinars when we’re done with them yes so once we get the recording from Zoom we will upload this to YouTube on our YouTube channel um so definitely be on the lookout on that YouTube account you know if you’re looking for the recording and there was one more question that just came in um Connor can you tell everybody it’s questions for you um can you tell everybody where froth is located yes um so we are located outside of Philadelphia in Reading
(38:55) Pennsylvania um so my hometown very cool um I just want to tell everybody these guys at fouth are awesome to work with I have worked with them in the past just in other Industries and experiences so if you are in need of some Pro Shop Pros definitely give this guys these guys a shout because they really know what they’re talking about they’ve been in the industry a long time thank you Kim thank you awesome well everybody thank you again so much for joining us today um again as Josh said if you have any additional
(39:29) questions that we did not cover today please feel free to reach out to our customer success team but uh we appreciate you all joining us today have a great one thank you everybody bye bye
Perfecting POS: Best Practices for Point of Sale
![Make F&B and Court Reservations Hum [GoTab]](https://courtreserve.com/wp-content/uploads/2025/10/CourtReserve-Spark-GoTab.png)
Video Transcript
(0:02) just quickly to go through the agenda
(0:04) today we’re going to do a very quick
(0:06) background on Go tab uh a very quick
(0:09) background on court Reserve then we’re
(0:11) going to get into the demo we’re GNA
(0:12) have open Q&A and we are making a
(0:16) recording available so there don’t worry
(0:18) if you can’t stay for the till the end
(0:20) we can uh we’ll definitely be sending
(0:22) out the
(0:23) recording and with that I’m going to
(0:25) introduce Kim and Adam our presenters
(0:27) today hi everybody I’m Kim I am a
(0:30) product owner here at court reserve and
(0:32) I’ll will be taking you through the
(0:34) court Reserve piece of today’s demo um
(0:36) we’re really excited to be able to bring
(0:38) this food and beverage option to our
(0:40) court Reserve
(0:42) customers and I am Adam how um I am a
(0:46) solution engineer with goab um excited
(0:49) to be able to expand our presence in
(0:52) this type of a environment um that we
(0:55) really excel in regarding being able to
(0:59) customize the ordering experience for
(1:01) guests especially in an entertainment
(1:02) type venue um so happy to happy to be
(1:06) here and um go through go through that
(1:08) entire
(1:09) process uh a little bit more about goab
(1:12) in general I mean goab is an
(1:14) entertainment Commerce platform um that
(1:16) is really designed for um venues that
(1:20) want as many options as possible to
(1:22) provide different sources of ordering
(1:25) experiences um throughout the time that
(1:28) the guest is there whether they’re
(1:29) moving around around from court to court
(1:31) um or ordering from a bar ordering from
(1:33) you know a full service environment uh
(1:35) it’s really meant to be a very flexible
(1:38) option that is able to be molded to the
(1:40) environment in which you are presenting
(1:43) instead of forcing your hand to use a
(1:45) system that is only meant to work in one
(1:48) particular area so we really put the
(1:50) guest experience first giving them
(1:52) options on how to order where to order
(1:55) from um and then providing different
(1:57) forms of of payment obviously one of the
(2:00) major parts of this integration with
(2:02) court Reserve um will be front and
(2:03) center during uh during this
(2:05) demonstration as
(2:10) well all right and then on the court
(2:13) Reserve side of it um Court Reserve is a
(2:17) um Club management platform for uh our
(2:20) primary target of pickleball and Tennis
(2:22) facilities and so our platform allows
(2:25) organizations to have memberships allows
(2:28) players to book Courts online you can
(2:30) also utilize our platform to manage your
(2:33) event registrations and your player
(2:36) experience uh through a desktop option
(2:38) but also a very convenient mobile app we
(2:40) also have a branded mobile app that we
(2:42) can customize to your organizations and
(2:45) it’s just a really great tool to be able
(2:47) to manage uh that member experience for
(2:50) these
(2:51) facilities thank you cim and I should
(2:53) have introduce Josh uh Willie from core
(2:56) Reserve uh Josh you want to say hi hello
(2:59) hello everybody I will be handling the
(3:01) Q&A today so if anybody has any
(3:04) questions I’ll be stopping Adam or Kim
(3:07) to get those questions answered for you
(3:09) all thank
(3:10) you all right Adam you’re up yeah so as
(3:15) I mentioned goab uh handles that guest
(3:18) experience um mostly revolving around
(3:21) the uh food and beverage aspect uh of
(3:24) the of of this of the situation or of
(3:26) your concept um I’m going to go ahead
(3:28) and throw my screen up here real quick
(3:31) um so what everybody’s looking at here
(3:34) um is a couple different versions of
(3:36) what you would see from uh from
(3:38) different perspectives um we’re going to
(3:40) spend the start of time here in the
(3:42) middle um this is going to represent our
(3:45) pocket point of sale or handheld
(3:46) ordering devices um where you know the
(3:49) very mobile the uh your servers or
(3:51) bartenders can move around and add to
(3:54) order take payments on directly on that
(3:57) device um in lie of a counter style
(4:00) point of sale um over on the left you’re
(4:02) going to see a version of our kitchen
(4:04) display system or KDS U where all of
(4:07) your orders are going to print into um
(4:10) digitally um and make them a little bit
(4:11) more interactive and create a source of
(4:15) Truth um for all of your orders coming
(4:17) into different areas and then we have
(4:19) our QR ordering portion over here on the
(4:21) right and this is where guests would
(4:23) come in and start their own tabs by
(4:24) scanning a QR code and what really
(4:27) allows what really kind of stands out um
(4:30) in the experience with Go tab is that
(4:32) the tab will follow the guest around
(4:34) throughout the venue so if you start a
(4:36) tab at you know at the bar area or at a
(4:38) cocktail table um and then move to a
(4:41) court where you’re still allowing people
(4:42) to place orders um you can scan into
(4:44) different QR codes in the not without
(4:47) having to create separate tabs or
(4:49) separate transactions throughout your
(4:51) experience um so I do have a tab open
(4:53) already we’re going to kind of simulate
(4:55) the idea of what everybody would see so
(4:58) as you come in you can scan a QR code
(5:00) from your phone um if you have a tab
(5:02) open already it’ll just bring you to the
(5:05) menus that you’re making available which
(5:06) you can present and however you like um
(5:09) we present mostly with these nice big
(5:12) pictures so you can kind of really shine
(5:14) show your entire menu what’s uh what’s
(5:16) available um what’s nice is that you can
(5:18) filter out what items are available
(5:20) based on where they’re scanning into so
(5:22) again if you are do are allowing people
(5:24) to order from like the court area or the
(5:26) the the space around the court area but
(5:28) you don’t want them to order a certain
(5:29) items you can make certain menus
(5:31) available from that area that’s
(5:32) different from like the bar or or any
(5:35) kind of dining area that you might have
(5:37) um so as you come in as you start that
(5:40) tab you’re going to go ahead and put
(5:42) you’ll have to put a card on file um but
(5:44) we’ll get to the point where you know
(5:46) your members are going to be able to
(5:47) close out their tab to that Court
(5:49) Reserve membership um so what’s nice too
(5:52) is here is I have the ability to access
(5:55) this tab from my phone but it also lives
(5:57) on the point of s so your servers your
(5:59) bartenders you still have the ability to
(6:02) go ahead and go up to the bar and add to
(6:03) your tab in that way um and it’ll be
(6:06) very transparent as to where these
(6:08) orders came from so as I as I come in
(6:10) here and add some food items um you know
(6:13) I’m going to say no breadcrumbs on these
(6:14) mac and cheese um you can you show that
(6:17) cart here that’s going to be on your on
(6:19) your phone send that order in and that
(6:21) order is going to come right into the
(6:23) KDs and you’ll notice that we have um
(6:26) all those items that I just ordered from
(6:28) my phone are showing up on the point of
(6:29) S as well so if I did want to you know
(6:31) converse with my server that comes over
(6:33) with their handheld and they want to add
(6:35) in you know something else they have the
(6:37) ability to do that in real time as well
(6:40) and that updates on their tab um from
(6:43) from their phone as well so you can see
(6:44) that all the orders that all the items
(6:46) that I plac for my phone show up
(6:47) transparently here and then they can see
(6:49) what was pointing from the server Next
(6:51) Level here would be you can actually
(6:53) share your tab to with other people
(6:55) within your party so you have a QR code
(6:57) that shows up on your phone that other
(6:59) people in your party can scan into and
(7:02) they can then Place orders on their
(7:03) phone on your tab without having to
(7:05) start a new tab of their own um they’re
(7:08) still able to place you know their own
(7:10) payments um as well if they would like
(7:13) so you can pay for items you can split
(7:15) up items and have multiple people pay
(7:17) for different things um but ultimately
(7:20) um you’re going to have the ability to
(7:22) close out to your court Reserve
(7:24) membership if you have that membership
(7:25) and we’ll get to that in just a second
(7:28) um as you as you see these orders come
(7:30) in over here on the KDs you’re going to
(7:33) have the ability to you know interact
(7:35) with those tickets from your kitchen
(7:37) from your bar wherever you’re actually
(7:39) receiving these orders from um you
(7:41) you’ll be able to find out information
(7:42) if you you know forgot information about
(7:44) the item um you can see what the guests
(7:46) would see you’re also going to be able
(7:47) to 86 items straight from the KDs which
(7:50) is amazing when you uh know the person
(7:53) who’s actually pouring the beer or
(7:54) making the food they’re the ones that
(7:55) know when a keg kicks or when uh you
(7:58) know when item aren’t available to be
(8:00) made so when you you can 86 items
(8:02) straight from the KDs and that will 86
(8:04) it from everywhere in real time so you
(8:06) 86 this beer you’re not going to be able
(8:08) to order it from your guest ordering or
(8:10) from the any point of sales station in
(8:13) real time um and then as you depending
(8:16) on your concept style or your service
(8:19) style um you can um integrate what we
(8:22) call text on fulfill you can actually
(8:24) send a message based on the status of
(8:25) your order to your guest so as things
(8:27) are being fulfilled you will you can
(8:30) have a text message actually be sent to
(8:32) your guests to let them know what to do
(8:34) next so if you need them to come up and
(8:36) pick up their order from a pickup window
(8:38) um or if you just want to let them know
(8:40) that their orders on their way um you
(8:42) can have that text message sent out to
(8:44) them um and add any kind of call to
(8:47) action to that message as
(8:49) well um as you are placing orders or as
(8:53) you are walking around the space if you
(8:55) do come to a situation where it’s like
(8:57) hey I’m going to order my first order
(8:59) from one table and then I’m going to go
(9:00) to over to the courts and you scan the
(9:02) new QR on on the new section we’re going
(9:06) to scan this one um if you do have items
(9:09) that are that have been ordered from a
(9:10) certain area that have not been
(9:12) fulfilled yet actually will ask you if
(9:15) you want those items to be moved with
(9:17) you so we’ll go ahead and order you know
(9:19) one more beer at this location um and
(9:21) then I’m going to go ahead and simulate
(9:23) a scan from a different QR if I can find
(9:26) that um and then as I scan into this QR
(9:29) is actually recognizing that these
(9:31) orders were placed um at this other
(9:33) table but you’re you’re skating into
(9:36) this new table do you want them to go
(9:37) and this is really helpful if you are
(9:39) implementing food runners or drink
(9:40) Runners that are actually bringing
(9:42) things out to your players or to your
(9:44) diners um and so these will actually
(9:46) move with the with the guest as they
(9:49) move around the space as well so your
(9:51) food Runners aren’t moving and if you
(9:52) notice here on the left all these
(9:54) tickets that were uh that were that were
(9:57) in question over over here on the guest
(9:59) order side updated on the KDs so your
(10:02) food Runners aren’t running around
(10:03) trying to find people um where they’re
(10:05) not
(10:06) at um so that’s a little bit about the
(10:09) flow there you have the option of
(10:11) closing out at multiple locations uh
(10:13) with this flow which is great because
(10:15) even more options you give to people the
(10:17) more the the more thing more options you
(10:20) give them to order the more they order
(10:22) um and the easier you make it to close
(10:24) out tabs the easier it will be for them
(10:26) to you know uh with their positive
(10:28) experience and that leads us to um the
(10:31) ability to close out to their Court
(10:34) Reserve membership from their phones um
(10:36) they’re going to be able to close out
(10:38) their tab to the court reserve and give
(10:41) me one second going to refresh that I’m
(10:45) gonna in
(10:47) this there we go um from the court
(10:50) Reserve uh processor that’s uh connected
(10:52) to their um account all they’re going to
(10:56) have to do is put in the last name
(10:58) associated with their membership and
(11:00) their
(11:03) pin and I’ve got this pin right here I’m
(11:05) going to add that one in here um and
(11:07) then at that Court Reserve um membership
(11:10) will they’re going to Ping to make sure
(11:11) that it actually exists and it’s going
(11:13) to close out to that membership and I’ll
(11:14) let Kim go into the flow on that end but
(11:17) as you notice that hap that that tab
(11:19) closed out in real time on the point of
(11:21) sale as well when it was closed out on
(11:24) this uh through the court Reserve um um
(11:28) side of things um so I think that’s a
(11:30) that’s pretty much wraps up kind of the
(11:32) overall customer flow and benefits um by
(11:35) using the goab system combined with this
(11:38) but I’m gonna pass it over to Kim to
(11:41) keep going awesome thanks so much okay
(11:44) so first thing um I’m going to actually
(11:48) Josh I just saw a question come in that
(11:49) I’m happy to answer and take just before
(11:51) I start here um there’s a PIN number so
(11:55) the pin number is the membership number
(11:56) so just to clarify when we enter a pin
(11:59) number whether it’s through the QR code
(12:00) payment or the point of sale payment for
(12:02) the servers on the back end um that
(12:04) verification piece that goes through is
(12:07) going to be by last name and then the
(12:09) member number that they have in court
(12:10) Reserve so I’ll get to that too I we’ll
(12:12) show you where all that information
(12:13) lives in court Reserve as well um but
(12:16) let’s keep going so I’m going to share
(12:19) with you um two pieces
(12:22) to um okay great that’s the right screen
(12:25) right Josh yes awesome Okay so
(12:29) so before you get started sorry Kim
(12:31) there was one quick question here um
(12:34) someone asked what about cash and what
(12:36) about people who aren’t in court Reserve
(12:39) from the Go tab
(12:41) side um Adam I will let you handle that
(12:44) question just as far as Court Reserve
(12:45) goes um these types of payments to
(12:48) process through Court Reserve those
(12:50) would be with court Reserve specifically
(12:51) but I’m assuming that uh just based on
(12:54) what I’ve heard with goab if the
(12:55) organization has other ways of payment
(12:58) methods they can take cash and things
(13:00) like that as well yeah absolutely I mean
(13:02) we’ll be able to take any form of uh
(13:03) payment on card whether they have the
(13:05) card saved into their goab wallet if you
(13:08) will or if they’re paying directly we
(13:11) have the ability to take both you know
(13:13) dip tap uh swipe on transactions also
(13:17) being able to take transactions
(13:18) utilizing Apple pay and other mobile
(13:20) wallets um of that nature and of course
(13:22) cash as well for those who are still
(13:24) using
(13:25) it all right awesome so the piece with
(13:28) the court Reserve side of that though if
(13:30) you were not to process those payments
(13:32) through Court Reserve those are just not
(13:34) going to show up in your court Reserve
(13:35) System attached to your members so if
(13:37) we’re taking those payments externally
(13:39) those aren’t going to show here but part
(13:40) of the benefit of processing those
(13:42) payments through Court Reserve is that
(13:44) you keep all of that information and
(13:45) that payment information about those
(13:47) members in one place so if we shift back
(13:50) over uh to my screen here I’ve got um
(13:53) two two visuals up here for you I’ve got
(13:55) the ticketing system the point of sale
(13:57) over here on the left from the server
(13:59) perspective we’re going to walk through
(14:01) what a server would experience if they
(14:03) were going to be closing out these tabs
(14:04) as well but really first I wanted to
(14:06) start with the goab settings in court
(14:08) reserve and so this integration is very
(14:11) easy to set up for um yourself on the
(14:14) back end as far as a court Reserve admin
(14:16) goes um it’s very simple to um to enable
(14:20) the add-on from the admin side and our
(14:23) admin dashboard and then once you do
(14:25) that you’ve got a really small setup
(14:27) page here that would just um take a
(14:29) little bit of settings in order to
(14:31) implement so the first thing you’re
(14:32) going to do is you’re going to take
(14:33) these API keys that we give you so
(14:35) you’re going to copy your API username
(14:37) and your password and you’re actually
(14:39) going to give that to your goab um
(14:41) account manager and they’re going to get
(14:43) the court Reserve processor set up for
(14:45) you inside your court Reserve um or I’m
(14:47) sorry inside your goab account for your
(14:49) organization um so then once you have
(14:51) that Court Reserve process or set up
(14:53) within goab then your your customers and
(14:56) your servers are able to use the PT
(14:59) Reserve membership as um payment avenues
(15:01) for processing those
(15:03) payments um we’ve got some additional
(15:05) settings here that you can require of
(15:07) Court Reserve payments um so
(15:09) specifically using Court Reserve you can
(15:10) require users within your system to have
(15:12) payment profiles um that’s very common
(15:15) practice for most of our clubs and then
(15:17) you can also require upfront payment and
(15:19) so you can kind of pair these settings
(15:22) together to kind of get get it to do
(15:24) what you want to do so to speak um I can
(15:27) require a payment profile but if I don’t
(15:30) require upfront payment that payment’s
(15:32) not going to process immediately on
(15:33) charging so there are other avenues or
(15:36) other ways that people could go about
(15:37) collecting that payment we have lots of
(15:39) customers that use batch billing and
(15:41) invoicing at the end of the month so
(15:43) maybe you let your customers ACC you
(15:45) know they close out their tab at the
(15:46) facility but you let them accumulate a
(15:49) bill up until the end of the month and
(15:50) we have a lot of customers that will
(15:51) charge monthly bills to their customers
(15:53) on their state and monthly statements um
(15:56) so you have that you know those kinds of
(15:59) settings there’s also some other ways
(16:00) that we can utilize those settings um to
(16:02) kind of play into the way that you might
(16:04) want to process billing and we’ve got a
(16:06) lot of that uh those ways that we can do
(16:08) that within the goab um knowledge based
(16:11) articles that we have set up if you ever
(16:12) want to access the goab knowledge based
(16:14) articles they’re up here in our learn
(16:16) more up here of the settings page so
(16:18) they’re easily accessible to you at any
(16:20) point um during the setup
(16:22) process you can also say that you want
(16:24) to prevent members that are um suspended
(16:27) or inactive from charging to go tab so
(16:29) that’s another benefit as well if you’ve
(16:30) got some members that maybe their
(16:32) membership is expired or they haven’t
(16:35) reup or you know you’ve suspended them
(16:37) for whatever reason you can say that
(16:39) they’re not allowed to process charges
(16:41) through Go tab so they wouldn’t be able
(16:43) to hit their member account with any
(16:44) charges that they’re um developing
(16:47) within Go tab and then we also have some
(16:49) food and beverage category res uh
(16:51) category assignments for here for you to
(16:54) do in here as well um you can set up
(16:56) Revenue categories within Court Reserve
(16:58) so you can say that I want all of my
(17:00) goab food and beverage transactions to
(17:02) hit this category and then we’ve also
(17:04) given you another category here to
(17:06) categorize those tips so if you have um
(17:09) players that are making charges in goab
(17:11) they’re adding tips to their their bills
(17:13) they um as they’re closing out those are
(17:15) going to go to a separate Revenue
(17:16) category in court Reserve as well so you
(17:18) can see the split between the food and
(17:20) beverage and then the tips as well um we
(17:23) also take the sales tax and we
(17:25) categorize that sales tax for you
(17:26) separately so you can see the sales tax
(17:29) from goab as well all right so let’s
(17:31) jump back over here Josh I didn’t see
(17:34) any questions come through so I’m just
(17:36) going to keep going so um Adam did
(17:39) facilitate the charge and Go tab um via
(17:41) the QR code I was going to go ahead and
(17:44) close out this tab here just to show how
(17:47) it’s done from a server perspective so
(17:50) if you’re going in here um and you click
(17:53) manual entry um you’re going to have
(17:55) your Port Reserve as a payment type in
(17:58) here or a payment processor that you can
(18:00) send charges through to
(18:03) so we’ve got let me just grab my member
(18:05) number here okay so you’ve got tips we
(18:07) can add tip to this as well um I’m going
(18:10) to go ahead and add this to my
(18:14) account and again this is from the
(18:16) server perspective so the server is
(18:18) going to type in the player’s last name
(18:20) and then they’re going to type in this
(18:22) is the last name as it appears on their
(18:23) Court Reserve account um so we’re
(18:25) verifying based on last name and their
(18:28) member number number which is uh the pin
(18:30) Adam had mentioned but it’s it’s uh we
(18:32) go by the member number in court Reserve
(18:34) so if I look at this member account here
(18:35) in court Reserve um I can see that this
(18:38) is the last name that the player has on
(18:39) their account and this is the member
(18:41) number that we have associated with this
(18:43) account too so these two numbers have to
(18:45) match in order for the charge to
(18:48) process and just some quick general
(18:51) questions that we have here are you able
(18:53) to enter the first name as well as the
(18:56) last name when you are typing it here no
(18:59) right now we’re just validating based on
(19:01) last name so if you have a mismatch of
(19:03) the last name the the transaction isn’t
(19:05) going to charge so if you if the name is
(19:08) you know Kimberly Layman or Jane Smith
(19:10) if you’re entering the full name and the
(19:11) last name it’s not going to match it’s
(19:14) purely based on last name because it’s
(19:15) going to just read that last name field
(19:17) within Court Reserve okay great um and
(19:19) are you able to use a barcode scanner to
(19:22) scan the members barcode from their cour
(19:24) Reserve mobile app for example to get
(19:26) the member ID um right now we don’t have
(19:30) that set up as part of the integration I
(19:32) do believe it’s possible we would just
(19:34) have to make sure um that both sides
(19:37) within uh goab and Court Reserve have
(19:39) that set up within the infrastructure in
(19:41) order to accept that um but it is a
(19:43) really good idea that we we probably
(19:45) should figure out how to implement here
(19:46) at some point okay great I see sorry we
(19:50) do have a few questions in the Q&A that
(19:52) I wanted to cover um one of them was
(19:54) what happens when you have a Smith last
(19:58) name so
(19:59) maybe that is if there’s somebody with a
(20:01) common last name yeah so if you yeah if
(20:04) you have a common last name it’s going
(20:06) to um take into account that member
(20:08) number too so the member number should
(20:09) be unique to the players and to your
(20:11) members and unique to the families as if
(20:14) you’ve got families the member number is
(20:15) unique to the family um so it should be
(20:18) matching um based on those criteria so
(20:21) even if you had multiple Smiths it’s
(20:23) going to take into account the member
(20:24) number okay great thank
(20:27) you you want me to grab anything else
(20:29) before we go um we can wait on the next
(20:32) two questions when we start actually
(20:33) going through transactions in court
(20:35) Reserve okay perfect all right so I’m
(20:37) going to go ahead and pay this
(20:40) transaction Perfect all right so we’re
(20:43) GNA move this guy out of the
(20:46) way
(20:47) and let me just make this a little
(20:50) bigger okay perfect so if I go in here
(20:53) now you can see based on the setup that
(20:56) I have here um I was requiring a payment
(20:59) profile of my customer and I was also
(21:01) requiring upfront payment so because
(21:03) both those two settings were enabled
(21:06) that payment hit um my my member’s
(21:09) credit card or their payment profile
(21:11) that they had on file immediately um so
(21:14) you can see here on my transactions list
(21:17) I’ve got a goab balance which is the
(21:20) food and beverage items that were sent
(21:21) over from goap and then I’ve got the tip
(21:24) that was associated with that purchase
(21:26) as well and then I’ve got my payment
(21:29) line here so depending on if there’s a
(21:31) tip involved and things like that um you
(21:34) could end up with two or three different
(21:36) um line items on a customer’s account um
(21:39) just depending on how those settings are
(21:41) set up um and things like that so if we
(21:44) go in here now and we open up this
(21:47) transaction from that goab
(21:50) balance I can actually see an overview
(21:53) of what was added from their goab
(21:55) account or from the charge that they
(21:57) sent through on that ticket and then I
(22:00) can see um how many was ordered you know
(22:03) the item price the total item price
(22:05) based on the quantity the standard sales
(22:07) tax that was applied through the Go tab
(22:09) charge as well um and
(22:12) then over here I would see the tip that
(22:15) was associated with that transaction as
(22:18) well um and then when you’re looking at
(22:21) these transaction
(22:23) details the um you’ll see some
(22:25) information here so um the trans
(22:28) transaction ID from your payment
(22:29) processor through Court Reserve is going
(22:31) to show on this transaction as well and
(22:33) then it’s going to give you the Go tab
(22:35) transaction ID in here too so if I ever
(22:37) needed to reference this transaction On
(22:39) The Go tab side I have that information
(22:42) available to me as
(22:44) well all right and I see a question
(22:47) about um sales tax being calculated
(22:49) sales tax is going to calculate based on
(22:51) your items in Go tab Adam you can
(22:54) correct me if I’m wrong but I remember
(22:55) if when I was setting this up each
(22:56) individual item I applied sales tax
(22:58) amounts to
(23:01) items yes that would that would be true
(23:04) and you can set up if you have different
(23:06) rules and regulations about like alcohol
(23:08) versus food and what you can have
(23:09) different sales taxes associated with
(23:12) each
(23:12) product awesome thank you um so you’ve
(23:17) got all of that information here in goab
(23:19) now if I Ever Wanted let’s say you know
(23:22) this is a few months later or something
(23:23) like that somebody has a question about
(23:25) their account I can actually click this
(23:27) link and if will take me um into Go tab
(23:32) and it will take me to um the a way
(23:35) where I can manage this tab from an
(23:38) admin perspective on my Go tab account
(23:40) um I would access this uh you know go
(23:43) through this access to manage the tab um
(23:46) and you know process refunds and things
(23:48) like that as well um I did want to touch
(23:51) on refunds because I know that that was
(23:52) a question that we had in some of our
(23:54) q&as prior to um this release or just
(23:57) after the release so refunds are handled
(24:00) specifically through goab um so if I
(24:03) were to refund this
(24:04) transaction it’s going to tell me that
(24:07) the goab transactions can’t be refunded
(24:09) through Court reserve and that I need to
(24:10) go to Go tab to do it um this that same
(24:14) view goab link is going to take you back
(24:15) so you can manage the tab and then you
(24:17) can go through your backend piece on
(24:19) your admin side in goab in order to
(24:22) manage those refunds those refunds are
(24:24) going to process back to court Reserve
(24:27) um depending on how some of the other
(24:29) settings you have in your court Reserve
(24:30) setup are set will depend on if those um
(24:34) refunds go back to account credit or if
(24:36) they go back to the credit card or the
(24:37) original form of payment that they used
(24:39) to process through Court Reserve um but
(24:42) those refunds are handled through goab
(24:44) if I as an admin figured out that oh no
(24:47) I charged this to the wrong card and you
(24:48) figur that out same day I could revert
(24:51) this and then charge it to another form
(24:53) of payment on the admin’s card through
(24:55) Court Reserve I don’t have to go back to
(24:57) Go tab to do it um but a lot of the the
(25:00) charging and everything like that
(25:01) specifically this will all go through
(25:03) Court Reserve but you do have to manage
(25:05) the refund piece back through
(25:09) goab all
(25:12) right all right so I’m going to switch
(25:14) gears here for a second and we are going
(25:16) to go over to just some brief reporting
(25:19) that we have available most of the um
(25:22) really the the reporting that you’re
(25:24) going to probably experience um is again
(25:27) just through those those Revenue
(25:28) categories that we’ve set up so we we
(25:31) simplify it to the revenue categories
(25:34) that you set up so you have your goab
(25:35) food and beverage purchases that you can
(25:37) see by Revenue category you have the
(25:39) tipping but then if you wanted to see
(25:41) any other particular breakdowns or
(25:43) anything like that for tips who’s owed
(25:45) what um back to your servers you know
(25:47) that would I’m most likely be available
(25:50) back to you in on the goab side so you
(25:52) can see how all of those tips break down
(25:55) um based on the per the server that was
(25:57) charging them and then any anything else
(26:00) uh food and beverage related if you want
(26:01) to see the split between food and
(26:03) beverage um Port Reserve is compiling
(26:05) those purchases into one Revenue
(26:07) category for you right now um and then
(26:10) there would be reporting um Adam on the
(26:12) Go tab side that would uh allow them to
(26:15) see the breakdown for reporting
(26:18) there one quick question that I wanted
(26:20) to point out here um there’s a question
(26:23) on how we can break out who the tips
(26:26) went to right now we don’t have that in
(26:29) our core Reserve reporting correct would
(26:31) that be something that you need to go to
(26:33) Go tab to
(26:36) see yeah so in court Reserve we’re not
(26:38) showing you how that those tips break
(26:40) down by servers but Adam is there a way
(26:42) for them to be able to see that on the
(26:44) Go tab side yeah as um as whether if
(26:47) somebody excuse me if somebody uh scans
(26:50) into a QR to start tab um with goab what
(26:53) you can do is you can associate those
(26:55) spots with the servers that are on staff
(26:57) so as they start those q u QR orders um
(27:00) it’ll automatically get applied to us uh
(27:03) assigned to a server and then when that
(27:05) tab is closed those tips that are
(27:07) assigned to that server will show up on
(27:09) their server reports as well so um as
(27:11) you are running the reports in the back
(27:13) end in in Go tab and you’re running your
(27:15) tip reports it’ll show all the servers
(27:17) that were assigned to those tips
(27:19) accordingly so you can break those down
(27:22) um according as well you can also break
(27:24) down a whole transaction report in goab
(27:26) as well where it’ll actually show you
(27:28) who rang in every particular order um so
(27:30) if you wanted to do a tip pooling or a
(27:33) tip uh breakout based on actually who
(27:36) place the orders um you’d be able to do
(27:38) that as well uh through that transaction
(27:41) report awesome thanks for for taking us
(27:43) through that um so I let me just see if
(27:48) I had anything else here that I wanted
(27:50) to go through so we talked about the
(27:52) outputs for Revenue categories and
(27:53) tipping So based on a period of time
(27:55) here um you can open up the summary of
(27:59) these different reports or the the
(28:01) revenue categories and see a breakdown
(28:04) of all of those purchases and the
(28:05) members that they were charged to here
(28:07) for a specific period of time and that
(28:09) will give you you know just the food and
(28:12) beverage piece and how we charged those
(28:13) to your members um from Court reserve
(28:16) and again with the tips you can see the
(28:18) specific charges on the members that
(28:20) were associated with those tips as
(28:22) well all right so that was really um you
(28:26) know we went through kind of the
(28:27) breakdown of of the financials with
(28:29) court reserve and things like that um
(28:31) member accounts and then the charging to
(28:33) the member accounts but were there any
(28:35) additional questions Josh that we can
(28:37) address yeah we had a few questions here
(28:39) that I was sort of waiting for this Q&A
(28:41) section for um so is there a way in goab
(28:46) to show an the itemized info for a
(28:49) certain member on something like a
(28:51) monthly
(28:54) statement the I mean the monthly
(28:56) statement would probably be best shown
(28:58) on the court Reserve side as as Kim was
(29:00) just kind of uh showing just a second
(29:02) ago um as far as an itemized receipt um
(29:06) yeah you’ll have full access to itemized
(29:09) receipts based on the date in which
(29:11) people ordered from that it’s really
(29:13) simple to on the back end um to search
(29:17) for um if I want to if you want me to
(29:19) steal my steal the screen Kim I can do
(29:21) that
(29:24) um as far as the court Reserve side goes
(29:27) a member right now members just going to
(29:29) see the particular charges um I do have
(29:31) to look at uh what it would take to
(29:33) maybe allow them to see the itemized
(29:36) receipts as the admins would I don’t
(29:38) believe they’re able to see that now but
(29:39) that’s definitely a good Improvement
(29:41) that we could add to it um since we are
(29:43) showing it on the admin side it would be
(29:44) possible to make that available to the
(29:46) members as
(29:48) well okay great um yeah and I’ll just
(29:51) show real quick um on the back end of
(29:54) goab over here on the left hand side
(29:55) you’re actually going to see this is
(29:56) their manager dashboard um where you’ll
(29:58) be able to manage the entire back end of
(30:01) Go tab whether it’s you know changing
(30:03) menus changing product options running
(30:06) reports what have you this is our tabs
(30:08) page um where you’ll be able to search
(30:10) for any particular customer that placed
(30:13) an order based on the date range based
(30:15) on their name where they actually
(30:16) ordered from um and you’re able to come
(30:18) in here and find the broken down receipt
(30:21) um line item by line item you’re able to
(30:23) pull up the actual receipt from there as
(30:25) well and you can then you know if they
(30:27) need to copy the receipt if they needed
(30:29) that for their records you could shoot
(30:31) them an email um after the fact if they
(30:33) didn’t get one um or if they don’t have
(30:35) access to the receipt um as well um if
(30:37) they are if they’re ordering from their
(30:39) phone they have access to their goat
(30:40) profile uh guests actually have full
(30:43) access in their profile to find all the
(30:44) receipts that they’ve ever had um from
(30:47) any experience that they’ve had at a
(30:49) goab location including obviously this
(30:51) one um no matter what kind of payment
(30:53) that they took as well so they’ll have
(30:55) uh very direct access to what their
(30:57) history was um as well okay
(31:01) great all right and a few more questions
(31:04) here is there a way to keep Court
(31:06) Reserve non-members with credit card on
(31:09) file from passing payment to court
(31:12) Reserve so I’m I’m guessing that’s
(31:14) somebody maybe with a non-member
(31:16) membership type so maybe we’re wanting
(31:19) to limit who can charge to Go tab based
(31:22) on a membership type that’s not the case
(31:24) right now right now you can only prevent
(31:27) a um we actually also have a setting
(31:30) that prevents a specific member from
(31:32) charging To Go tab um but we don’t have
(31:35) anything right now based on membership
(31:37) type that would definitely be a good
(31:38) feature to add to this integration on
(31:40) the court Reserve side going forward um
(31:42) and it’s certainly something I can talk
(31:44) to our team about to see if we could
(31:46) do okay great next question since member
(31:51) number is different based on
(31:53) organization is Go tab going to verify
(31:56) to make sure that they are getting
(31:57) charged to the correct organization and
(32:00) that would be depending on the API keys
(32:03) in that organization correct yeah so
(32:06) when you have your goab account set up
(32:09) um and then you have your court Reserve
(32:10) account we’re not just going to let you
(32:13) go from Go tab to charge to any Court
(32:15) Reserve organization um so this is
(32:17) specific to the organization so if you
(32:20) have your pickle ball facility um in
(32:23) Michigan you also have your court
(32:25) Reserve set up for that specific
(32:26) facility um
(32:28) the API keys are going to link those two
(32:30) organizations together and so I’m not
(32:32) going to be able to charge to another
(32:34) Court Reserve account in New York and
(32:36) same thing for that Court Reserve
(32:37) organization in New York they can’t
(32:38) charge to somebody else’s um goab uh
(32:42) system as through go goab system as well
(32:45) so they are linked and secured based on
(32:47) the API credentials so organization a
(32:50) can only charge to organization a okay
(32:54) great um and we have another question
(32:56) that’s sort of related to members versus
(32:59) non-members can you separate out members
(33:01) from non-members in terms of discounting
(33:04) that’s available in
(33:09) ordering I’m not sure how discounting
(33:12) Works in in goab I’m not sure if there’s
(33:15) discounting available um but uh based on
(33:19) membership status I don’t believe at
(33:20) this time that we’re passing through
(33:22) membership status or membership type we
(33:24) are passing through statuses like
(33:26) suspended or expired or act
(33:28) um but to do that we would probably have
(33:31) to make some adjustments in order to um
(33:35) you know separate out any kind of
(33:36) discounting based on membership type and
(33:38) Court Reserve yeah so the way the the
(33:40) discounting and and and you know
(33:42) membership to an extent Works in goab um
(33:45) is that is all based on an individual’s
(33:47) phone number um and so if you have the
(33:50) memb phone number that you can an import
(33:52) into goab you can actually segment those
(33:55) members into their own membership
(33:56) segment Within goab which would then
(33:58) trigger automatic discounts and benefits
(34:00) on the food and beverage side um as you
(34:03) as it’s a it is as as Kim mentioned it’s
(34:05) not we’re not pulling that um
(34:08) information directly from corer but it
(34:10) would be if you had access to that
(34:12) information you could very easily import
(34:14) that into the segment in goab which
(34:16) would then trigger automatic discounting
(34:18) whether it be you know 15% off this or
(34:21) that and you can also time out those
(34:23) discounts um on certain days you can
(34:25) schedule them out on certain at certain
(34:27) times that day um and you can put a
(34:29) limitation on a lot of those discounts
(34:31) as well so um we have a very extensive
(34:34) rules engine in goab where you can build
(34:36) out all those automatic discounts that
(34:38) would be applied based on we like to say
(34:40) who what where and when um and this
(34:42) would be the who portion of that where
(34:43) it would recognize those members
(34:45) automatically based on their phone
(34:47) numbers and being in put into those
(34:48) segments um and you can also have them
(34:51) removed from those segments you know at
(34:52) any time as well okay great that’s great
(34:57) all right and we did have a question on
(34:59) the Branded app and the question is will
(35:02) the app be labeled as your organization
(35:05) rather than core reserve and that’s
(35:07) going to be sort of the the main thing
(35:09) with the Branded app so you’re going to
(35:10) have your own app in the app store both
(35:13) for Apple and Google um and it’s going
(35:16) to be your organization name rather than
(35:18) a general coure Reserve app where
(35:21) members can navigate through different
(35:23) clubs that use core Reserve yeah so this
(35:26) this integration is separate um it you
(35:29) know you branded app would be you know
(35:32) your app like Josh said your app’s app
(35:33) in the app store but um we’re not
(35:36) opening let me just think make sure I
(35:38) answer I understand the question
(35:39) correctly um we’re not able to open the
(35:43) the goab tabs on the customer’s side
(35:46) from within the Branded app so this
(35:48) would be if your customer was at the
(35:50) facility processing um trying purchasing
(35:54) food and beverage at the facility um
(35:56) it’s not done through the court Reserve
(35:57) branded app it’s done through the goab
(36:00) system um and and they they their
(36:03) different um Point of Sales Systems and
(36:06) and also to be fair um all the goab
(36:09) ordering is not actually app based um
(36:11) from a guest perspective it’s all
(36:13) browser based so you don’t actually
(36:14) don’t you won’t need to download any any
(36:17) additional apps in order to utilize the
(36:19) ordering portion of it okay awesome now
(36:22) you could do I’m sure since those are
(36:25) all web- based if you were an organiz
(36:27) ation with a branded mobile app you
(36:29) could certainly add a link on your
(36:31) dashboard that would be for Go tab
(36:34) ordering and it would take those users
(36:36) to those um that web- based ordering
(36:38) system so you could link it in your
(36:40) branded app customized um through your
(36:43) admin settings and your admin mobile app
(36:45) settings um but it’s not something that
(36:48) we automatically integrate into the
(36:50) Branded app you would just have to add a
(36:51) link it’s a good call out okay
(36:54) great all right and we did have a
(36:56) question um question was do you do we
(36:59) need receipt printers in case someone
(37:01) wants a receipt for business purposes
(37:04) and are there is there any other
(37:05) equipment that would sort of be needed
(37:07) to run this integration
(37:10) smoothly Adam I’ll I’ll let you take
(37:12) that one yeah you we have plenty of
(37:14) locations that run completely digital no
(37:16) no printers whatsoever um you can have
(37:19) you can have them like I mentioned
(37:20) earlier the receipts can all will all
(37:23) end up living in their goap profile as
(37:25) well so they’ll have access to them from
(37:27) there you can when you close out you’ll
(37:29) have the option of having the uh if you
(37:31) close out at a point of sale you’ll have
(37:33) the option of having that email to you
(37:34) or um uh text it to you as well so you
(37:37) won’t necessarily need and especially if
(37:39) you’re using a kitchen display screen as
(37:41) well you know you won’t need a kitchen
(37:44) printer in those in those scenarios um
(37:46) if you don’t want to use one um as far
(37:49) as um any additional equipment um it
(37:53) really depends on how you want to have
(37:57) people order um I would say that you it
(38:00) would be always be nice to have at least
(38:02) one point of sale to have for your staff
(38:04) have access to these tabs and have
(38:05) orders and stuff like that but if you
(38:07) want to make all of your uh guest guest
(38:10) ordering flow through the QRS I mean
(38:13) there’s no equipment that’s needed for
(38:14) those except printing out the QR Co
(38:17) codes for people to scan um otherwise
(38:20) you we have um the ability to do
(38:23) handheld um ordering devices you will
(38:25) need you know a display screen for the k
(38:27) for the KDs is to actually see the the
(38:30) the tickets that come in um and any
(38:32) other point of sale if you want counter
(38:34) point of Sal set up um there is a kiosk
(38:36) option a self-service kiosk option as
(38:39) well that we can um add into the into
(38:41) the flow of your of your
(38:44) concept I do want to pay back on the
(38:46) self-service kiosk aspect Josh I do know
(38:48) that we had a frequently Asked question
(38:50) in our document about um you know if I
(38:52) could set this up in an iPad to run
(38:54) alongside my court Reserve check-in
(38:56) kiosk um and so since the court Reserve
(38:58) check in Kiosk is web- based um you know
(39:02) essentially you could open another Tab
(39:04) and have that tab within your browser
(39:06) window uh pointing towards Go tab uh if
(39:10) it’s web based if that if that kiosk is
(39:12) web based or you know you have some sort
(39:14) of ordering system that is web based
(39:16) there um you know you could you
(39:18) theoretically use the same iPad to do
(39:20) that with a tabs different tab views um
(39:23) but you know sometimes that can get
(39:24) confusing for people so I did want to
(39:26) caution um if you know people were doing
(39:28) that that people understood how to you
(39:30) know get between the two different
(39:33) screens okay
(39:35) great all right and we did have a
(39:37) question so someone did notice that on
(39:39) the payment I I’m thinking this is on
(39:42) the Go tab point of sale page there was
(39:45) a search icon they noticed and they were
(39:47) wondering if you could look up members
(39:49) by last name on that search function
(39:53) rather than having to manually input
(39:55) things like the member last name and the
(39:57) member
(39:58) ID um right now there is the that search
(40:02) function is really to activate the
(40:03) search Fields um so it’s not like a
(40:06) lookup within the Go tab system um the
(40:09) if a memb you know members have access
(40:12) to their member numbers in court Reserve
(40:14) um so you don’t have to worry about you
(40:16) know they they’re able to go in and see
(40:18) what their member number is within them
(40:20) within their app or they have access to
(40:22) that um and then also Court Reserve
(40:25) admins also have access to the Court
(40:27) Reserve side of it with member numbers
(40:29) and things like that
(40:30) too okay
(40:32) great um we did have a question about
(40:35) how member numbers would not be
(40:37) automatically disabled if a so the
(40:40) question was if the member numbers on a
(40:43) member’s account would automatically
(40:45) disable if the member’s membership was
(40:47) not renewed so um I brought my settings
(40:51) back up here so you can see how that
(40:52) behavior can uh be uh you can stop that
(40:56) behavior from people with spired
(40:57) memberships from charging and Go tab so
(41:00) we have a prevent suspended and active
(41:02) members from charging and Go tab so if
(41:04) you have a member who you don’t want to
(41:06) be charging if their account is expired
(41:09) it’s passed due you know they didn’t
(41:11) renew they don’t have a membership you
(41:13) would want to turn this setting on and
(41:14) so that’s going to just throw back an
(41:16) error when they attempt to go charge
(41:18) that says membership is inactive please
(41:21) contact the facility for assistance kind
(41:23) of thing so then they can you know go to
(41:26) somebody that they need to to maybe um
(41:28) renew their membership or something like
(41:30) that if they actually opened their app
(41:32) and they completed the payment of the
(41:33) membership if it was just expired due to
(41:35) non payment or something the system
(41:37) actually updates every time that you
(41:39) send the charge through so within 30
(41:42) seconds a member could go back into the
(41:43) court Reserve app renew their membership
(41:45) go back into Go tab and complete that
(41:47) charge and they’ll be good to go okay
(41:50) okay so I see it looks like that
(41:52) question was based on the discounting so
(41:55) since we aren’t grabbing the phone
(41:58) number sort of automatically we wouldn’t
(42:01) have a way of automatically disabling a
(42:03) member you know if if they don’t renew
(42:05) for a specific membership that does have
(42:09) discounting right yeah since we’re not
(42:11) pulling those phone numbers and those
(42:13) segment lists through the API at this
(42:15) time it would be a process of managing
(42:17) that by the
(42:19) facility okay great in the last set of
(42:22) SE or questions that we have um so
(42:25) somebody has a facility that has a
(42:27) inquit facility sort of aspect and they
(42:29) were wondering what the approach would
(42:32) be in terms of using goab in that
(42:36) aspect yeah I mean we we we work with a
(42:39) lot of different locations that have
(42:41) private dining space banquet space stuff
(42:42) like that um one of the one of the kind
(42:45) of differentiators for goab when it
(42:47) comes to those types of things is that
(42:49) we will recognize um deposits as
(42:52) deferred revenue um and so you can
(42:54) actually remotely charge a deposit for
(42:57) space um by punching it into the point
(42:59) of sale and actually sending that tab as
(43:01) like an invoice uh remotely via email or
(43:04) via SS um and have them pay remotely
(43:07) that way so it’s obviously a lot more of
(43:09) a secure con connection you’re not
(43:10) taking credit card information over the
(43:12) phone and typing it in um and then that
(43:14) deposit will live virtually in the
(43:17) background in the in your deferred
(43:18) revenue uh stream you can then apply
(43:21) that um deposit to the event on the day
(43:24) of the event so that it hits your
(43:26) Topline sales on the actual day of the
(43:28) event that you took in that sales um so
(43:31) you know that’s usually you know a
(43:32) pretty good uh use case in in those
(43:35) environments um you know completely
(43:37) separately we also have a great
(43:38) integration with another piece of
(43:40) software uh called triple seat um where
(43:43) we’ll integrate in a very similar way
(43:44) we’ll be able to incorporate that into
(43:47) those events uh as well so um the we as
(43:51) far as also being able to create
(43:53) different QR codes that would then allow
(43:55) people to scan in into the QRS to be
(43:59) jump onto the tab for that event becomes
(44:02) extremely useful as well so it’s like
(44:04) you don’t have multiple people making um
(44:07) you know their own transactions based on
(44:09) the event that you’re hosting you have
(44:11) the host of event who wants to pick up a
(44:13) tab um they can share that that tab with
(44:16) everybody that’s coming in so as they
(44:17) Place orders um individually it’s all
(44:20) going onto that shared Tab and then we
(44:22) can also um allow um um the different um
(44:28) limitations on what people are actually
(44:31) able to um order we use um what we call
(44:34) event cards you can actually is issue
(44:36) those event cards to individuals within
(44:38) the party to then use as payment and
(44:40) then you can put limitations on what
(44:42) those uh event cards actually can be
(44:44) used for and when they can actually be
(44:46) used so think of them as like digital uh
(44:49) digital drink tickets um to an extent um
(44:51) you can use these for up to two beers
(44:54) within the time period of your event um
(44:56) so a lot lot a lot of really flexible
(44:58) ways in which you can manage your events
(45:01) utilizing goab in in that manner as well
(45:04) okay
(45:05) great all right um and that covers all
(45:08) of the questions that we had in the
(45:10) Q&A um let me see if there are any
(45:12) general questions that we have here that
(45:15) did not get answered um one one quick
(45:18) one can guest sign up for a membership
(45:21) through the goat point of sale no a
(45:24) members or I’m sorry a person is going
(45:26) to to sign up for a membership through
(45:28) the court Reserve System still but as
(45:29) soon as they have that membership and
(45:31) it’s active in court Reserve um they’ll
(45:32) be able to charge charges over to goab
(45:35) or from goab to court Resort
(45:37) sorry okay perfect so that goes over all
(45:40) of the questions that we have today
(45:42) thank you everybody for joining us thank
(45:45) you Adam Patricia and Kim for being here
(45:47) this was a very informative webinar uh
(45:50) for everybody that would like to see a
(45:52) recording or if you know somebody that
(45:54) couldn’t join we will have the recording
(45:56) for for this webinar both on Go tab’s
(45:59) YouTube channel and core reserve’s
(46:00) YouTube channel so be on the lookout for
(46:02) that awesome thank you guys so much it
(46:05) was awesome being here same here
(46:07) everybody thank you everybody
Make F&B and Court Reservations Hum [GoTab]
Video Transcript
(0:00) Hello everyone. It’s Ashley with Court
(0:02) Reserve. We are so excited to have you
(0:05) on our call today. Uh we’re going to get
(0:08) started in just a minute, but just a
(0:10) couple of announcements. Uh of course,
(0:13) you know, we’re always trying to to be
(0:16) in areas where we think it’s uh relevant
(0:19) for our clubs and things. And so, we’re
(0:21) going to be heading out on the city
(0:23) series tour with the Rackadex uh club
(0:26) series. Uh we’re going to Philadelphia
(0:28) next weekend. super excited. Uh if you
(0:30) actually get on our Instagram or
(0:32) Facebook page, we’re we’re going to be
(0:33) giving away some free tickets to this,
(0:36) but you got to be on Instagram and
(0:37) Facebook. So, join that and you’ll see
(0:40) uh how you can do that as well. And then
(0:42) if it’s not too late, we’re doing
(0:44) mastermind. It actually starts tomorrow.
(0:47) Might be a little late this time, but if
(0:48) you’re a pickle ball facility in any
(0:50) manner, we highly recommend you
(0:52) eventually go to mastermind. You’re
(0:54) going to you’re going to spend money
(0:55) somehow. Might as well not waste it. Go
(0:57) to mastermind. We highly recommend it.
(0:58) Our team’s out there in Utah this week
(1:01) uh with our pickle ball folks. And then
(1:04) if you are here and you’re a court
(1:06) reserve user, you got to come to a
(1:07) catalyst. We have put so much just this
(1:11) year into court reserve and just wait
(1:13) till you find out what we’re going to
(1:15) release on July 9th. Um I’m not putting
(1:17) I’m not giving any uh clues, but
(1:20) definitely get your tickets. We’re going
(1:21) to Seattle, Washington September 15th
(1:24) and Skiilman, New Jersey, right outside
(1:26) of Cherry Hill September the 30th. So,
(1:28) we are super excited about that as well.
(1:31) So, today, regardless if you use Safe
(1:34) Save payments or not, there’s a couple
(1:37) others. There’s Stripe, there’s some
(1:38) other folks. You are going to learn so
(1:40) much today about chargebacks. These are
(1:43) experts at Safe Save. Rachel and Shane,
(1:46) welcome uh to the court reserve webinar
(1:48) series. We are so happy to have you guys
(1:50) here today. Thanks for having us.
(1:53) Absolutely. So, um, if you’re a business
(1:56) owner, uh, you know, Tim and I, we
(1:57) opened up Old Coast, uh, pickle ball
(1:59) last April, and even Court Reserve
(2:02) itself, we occasionally have had people
(2:05) come in and say, “Oh, no. I I don’t want
(2:07) to pay for this. I’m I’m charging back.”
(2:09) So, Rachel, first of all, tell us what a
(2:12) chargeback is. So, a chargeback is
(2:15) basically when a customer goes directly
(2:17) to their bank to dispute a charge uh
(2:20) rather than speaking to the merchant.
(2:23) Nowadays, that’s often just a button in
(2:26) their banking app. So, it makes it easy,
(2:28) sometimes a little too easy, to skip you
(2:31) entirely and get a refund. Yep. So, they
(2:33) don’t even go back to the business. They
(2:35) don’t even call us at Old Coast Pickle
(2:36) Ball and say, “Hey, I want to talk to
(2:38) you about this charge.” They just go
(2:39) right back to the cart or right back to
(2:40) the bank. Yep. It’s It’s a dirty
(2:43) practice. Yes. All right. And so I know
(2:46) you have a slideshow uh ready to go for
(2:48) us. I’m super excited. So why don’t you
(2:51) just go ahead, you and Shane, just take
(2:52) it over and and you guys, I know you’re
(2:54) going to have questions. Put them in the
(2:57) um let’s see, do we want to put them in
(2:58) the chat or the Q&A? I actually like the
(3:00) Q&A better. Uh so if you’ll put your
(3:03) questions today in the Q&A, uh we’ll go
(3:05) through those as we go ahead. So Rachel
(3:07) and Shane, take it away. Thanks. Just
(3:11) pulling up my notes. So, welcome to
(3:13) today’s session on chargebacks. Um, I’m
(3:16) I know they’re a hot topic right now out
(3:18) there in the payment processing world.
(3:21) Um, the objectives of today’s session is
(3:24) to have you all understand chargebacks
(3:27) at a higher level. Um, prevent them
(3:29) before they start whenever possible.
(3:31) Sometimes that’s unavoidable, but every
(3:34) time we can, we will. um respond
(3:37) effectively when you do receive a charge
(3:38) back and reduce your overall fraud risk.
(3:41) Um so in 2023, the average card holder
(3:44) filed almost six chargebacks each um at
(3:47) around $76 a chargeback. Um so that was
(3:51) $65.2 billion in chargeback disputes in
(3:55) 2023 and that number has gone up
(3:57) significantly since then. Um and it is
(4:00) expected to continue to rise
(4:01) unfortunately.
(4:03) Um, let me hit the next.
(4:08) Um,
(4:10) so what is a chargeback? We went over
(4:12) this briefly, but a little more detail.
(4:14) Um, a chargeback is a forced reversal of
(4:16) funds, a forced refund directly from the
(4:19) bank. it skips the merchant, skips the
(4:21) payment processor entirely and starts a
(4:24) process at the banking level to
(4:29) ultimately often recoup those funds for
(4:31) the customer. Um, it was created as part
(4:35) of a federal act to protect consumers um
(4:38) from fraud, billing errors, etc. Um, and
(4:41) it has expanded into a much larger issue
(4:45) for merchants, consumers, everyone
(4:47) involved. Um it is different because
(4:50) merchants have no control over the
(4:52) initiation or outcome of this refund. Um
(4:55) and it does cost you money and time even
(4:57) when you do win. Um chargeback volume is
(5:01) expected to grow almost 25% over the
(5:04) next three years. Um reaching almost 330
(5:08) million chargebacks annually.
(5:13) [Music]
(5:15) Uh so who’s involved? There’s many
(5:18) parties. Um, so ultimately the card
(5:21) holder, whether that’s the customer or
(5:24) if your customer used someone else’s
(5:26) card, the true card holder, um, the
(5:29) issuing bank, uh, the card network. So,
(5:32) Visa, Mastercard, Discover, American
(5:34) Express, they control the rules for
(5:37) compelling evidence, for timelines, for
(5:40) the processing of disputes.
(5:42) um they are really the backbone of the
(5:45) entire process. Um your payment
(5:48) processor. So in our case that’s safe.
(5:51) We act as the middleman for the process
(5:54) rather than controlling anything. We
(5:56) really h advocate for our clients in the
(5:58) process. Help submit documentation and
(6:01) notify you when a chargeback is filed.
(6:05) Um and then of course there’s you as the
(6:07) merchant. And I do have a timeline. Cute
(6:10) little photo here. Um, so you can see
(6:13) just how complex this process can be.
(6:16) Um, so it starts with the card holder
(6:18) and it goes through all three separate
(6:20) parties to reach you as the merchant.
(6:22) After you receive the chargeback, if you
(6:24) do choose to dispute, you communicate
(6:26) that to your merchant services provider.
(6:29) We communicate it usually through a
(6:31) portal to the card network. card network
(6:34) communicates with the issuing bank and
(6:36) then the dispute process and the review
(6:38) of evidence occurs to come to a
(6:40) resolution.
(6:44) So here’s that same timeline written out
(6:46) for all of you verbal folks. Um so
(6:52) with SAFE save you have seven days to
(6:54) respond. Dispute timelines vary based on
(6:57) payment processor. Um it’s typically
(7:00) between 5 and 20 days, but the
(7:03) resolution is required by law to um
(7:06) occur within 90 days. We almost never
(7:10) see it go beyond 90 days and often
(7:12) closer to the 30-day mark. If you win,
(7:15) your funds are returned. Um if you lose,
(7:18) the transaction stands and the customer
(7:20) is refunded. Um but no action, ignoring
(7:24) the notice is an automatic loss of those
(7:26) funds for you guys.
(7:29) Um and some common chargeback reasons.
(7:34) Um some things you’ll hear from
(7:36) customers and we hear through the
(7:38) process is customers go to their banks
(7:40) and say they didn’t authorize the charge
(7:42) that they were cancelled. They cancelled
(7:44) and were still build. Oftent times this
(7:46) is uh after they have gone beyond your
(7:52) cancellation policy. So they want a
(7:54) refund and have not been provided this
(7:56) refund. um they never received the
(7:58) service. So in for tennis clubs, pickle
(8:01) ball clubs, that’s often for rain dates
(8:03) and things where an account is being
(8:05) credited. Um they don’t recognize the
(8:07) charge or system errors, unclear
(8:10) policies, things that um are typically
(8:13) resolved with communication. So I have a
(8:16) question, Rachel. So are for you guys at
(8:20) Safe Save, this is kind of, you know,
(8:22) going through that, but are most payment
(8:25) processors doing the same kind of thing
(8:27) or or are these things that you guys do
(8:30) specially because like you’re fantastic
(8:32) people like tell us a little bit about
(8:33) that. Is this a normal process for all
(8:36) payment providers?
(8:38) So it is to an extent. So the difference
(8:41) with Safe Saves is that we are a much
(8:43) smaller team. So, when you email or are
(8:45) getting a chargeback notice, you’re
(8:47) getting it from me um or my teammate. Uh
(8:52) so, when you reply with a dispute or a
(8:53) question, rather than a robot or going
(8:56) through an automated system, there’s a
(8:58) real person on the other end going
(9:00) through your documents with you, looking
(9:01) at the dispute information, and trying
(9:03) to help you navigate that system. Um
(9:06) many other payment processors are a
(9:09) larger group of people. Um, so you don’t
(9:11) necessarily get the same amount of help
(9:13) or personal attention. Um, but the
(9:16) general flow of things from card holder
(9:19) to bank to merchant services provider is
(9:23) the same. Just awesome. Just to piggy
(9:25) back um on Rachel’s point there. So the
(9:27) universal chargeback process as a whole
(9:29) is the same. The steps it goes through,
(9:31) the bank, the card brands, etc. Well,
(9:34) we’re different and like Rachel said,
(9:35) we’re a smaller team. So we’re sending
(9:36) you an email notice almost right away.
(9:38) Other processors we’ve worked with send
(9:40) out a letter via snail mail, which could
(9:42) take a week or two to get to you. So now
(9:44) your timeline to respond is even
(9:45) shorter. You’re probably dealing with an
(9:47) automated system robot as Rachel
(9:49) mentioned. Um, so that’s just one way
(9:51) we’re different, but the steps it goes
(9:54) through behind the scenes through Visa,
(9:56) Mastercard, all of that is the same. Uh,
(9:58) but our methods for notification are are
(10:01) a lot quicker. That’s awesome. Thank you
(10:03) guys. Yeah, thank you. Um,
(10:07) so every time you receive a chargeback,
(10:10) the first question, and honestly, the
(10:13) main question you should be asking is,
(10:15) should you respond to the chargeback?
(10:18) Um,
(10:19) to do that, you should really do a
(10:21) costbenefit analysis and review the
(10:23) documentation you do have. So, can you
(10:26) prove the service was provided? Do you
(10:28) have any signed agreements, any check-in
(10:30) logs? Um, did you disclose a
(10:33) cancellation refund policy? Was that
(10:35) clearly handled? Sometimes accepting a
(10:38) chargeback is better. Um, but that’s on
(10:41) a case- by case basis. Say that a $5
(10:44) chargeback is going to cost you three
(10:45) hours of work.
(10:48) Your time is money. Um, you’re busy busy
(10:51) business owners. Your staff is busy. Um,
(10:54) is that $5 worth that three hours? And
(10:56) it’ll vary from business to business.
(10:59) Um, and you can always email uh uh if
(11:03) you use Safe Save, you can reach out to
(11:04) us and we can assist in figuring out
(11:07) what documentation is best or um there’s
(11:10) a lot of resources online as well as now
(11:12) in the court reserve uh knowledge base
(11:14) that can help with that as well.
(11:17) Um so if you do choose to respond,
(11:20) building a strong response is the main
(11:24) battle. Um so you want to be clear,
(11:26) common, factual. I try to explain it
(11:29) like you’re uh explaining the entire
(11:32) situation to a stranger. You want it to
(11:34) be clear, organized, complete. Um,
(11:37) jokingly I say it’s like you’re going on
(11:39) judge duty. You really have to make it
(11:41) easy to understand for the person on the
(11:44) other side who’s going to be reviewing
(11:46) all your documents. You have to connect
(11:48) all the dots with your evidence and your
(11:49) statement and directly dispute the
(11:51) chargeback reason that you’re given,
(11:53) which we can go into in the next slide.
(11:56) Um, so you can include booking policies,
(12:00) no-show conver confirmation, screenshots
(12:03) from court reserve are excellent. Um,
(12:06) signed policy agreements, attendance
(12:08) records, all of the above directly from
(12:11) Safe Save or your payment processor,
(12:13) including AVS, CVV, um, so that’s
(12:16) address verification. CVV is your
(12:19) security code on your card, like the pin
(12:20) on the back. Um, an IP address as
(12:23) evidence. Um, typically it’ll say if
(12:25) there was a match, a no match. You can
(12:27) look and see if the IP matches the
(12:29) billing location and that is strong
(12:31) supporting evidence as well, especially
(12:33) in fraud cases. Um, oh, and you
(12:36) definitely want to submit on time.
(12:37) Missing the deadline means that the card
(12:39) holder will win that case.
(12:43) Um, so some myths and misunderstandings.
(12:46) Uh, so this is like a true or false game
(12:49) going on. All chargebacks are fraud. Um
(12:53) it definitely feels that way but this is
(12:56) false. Um the chargeback system was set
(13:00) up to protect consumers and it does do
(13:03) its job in that way despite the new
(13:06) issue with friendly fraud. Uh safe and
(13:09) your payment processor can cancel a
(13:11) chargeback. Um we wish
(13:15) uh we cannot false. It is managed
(13:17) entirely by the card network um and the
(13:20) issuing bank. So, we have no ability to
(13:23) cancel or prevent a uh chargeback from
(13:26) being filed. I often wish I could for
(13:29) our clients, though. I will say um
(13:31) merchants can’t win disputes. Um the it
(13:36) feels this way for a lot of our clients
(13:38) that I speak to, especially after a big
(13:40) loss. But win rates can exceed 70% if
(13:43) you follow the rules and submit proper
(13:46) evidence. Um, evidence is the name of
(13:49) the game.
(13:51) Most chargebacks do stem from poor
(13:53) communication and criminal intent, not
(13:56) criminal intent. Um, I get a lot of
(13:58) emails saying exactly the opposite, but
(14:02) uh, it is true. Uh, chargebacks are
(14:05) often pure miscommunication, a lack of
(14:07) understanding from card holders.
(14:12) So, true fraud versus friendly fraud.
(14:15) This is huge right now in the chargeback
(14:18) world. Um, true fraud is everything we
(14:22) all think of when we think of fraud. So,
(14:24) stolen cards, identity theft, some bad
(14:26) actor on the other side trying to get a
(14:29) service for free or testing to see if a
(14:32) card works so they can use it elsewhere.
(14:34) Friendly fraud is what’s very become
(14:37) very common with chargebacks. Um, it’s
(14:39) also known as firstparty fraud, first
(14:42) party misuse. Um, but it’s typically a
(14:46) fraud claim or a chargeback that’s filed
(14:49) specifically uh to recoup funds. Maybe
(14:52) on accident because uh they forgot they
(14:55) purchased it or there’s a
(14:57) miscommunication of the family, but
(14:59) occasionally also because they’re
(15:00) confused or they regret the purchase and
(15:03) want their money back without
(15:04) communication often um or user error.
(15:08) Um, I know I have done this myself as a
(15:11) consumer where I see a charge on my
(15:13) debit card or my credit card and I go, I
(15:16) don’t know who that is. And I
(15:17) immediately go to press the button like
(15:19) to mark it as fraud or dispute it and
(15:22) then I go back later like, I’m so sorry,
(15:25) I figured out what it was. Um, even when
(15:28) a consumer goes back to reverse a
(15:31) chargeback, it’s still going through to
(15:33) the merchant. They’re still incurring
(15:34) fees. They’re losing time. Um, and most
(15:37) customers are not aware of this.
(15:41) Um, so the best chargeback is the one
(15:44) you’d ever get. Um, it’s much cheaper to
(15:46) prevent chargebacks than to fight them.
(15:48) Um,
(15:50) chargebacks cost around 375 for each
(15:53) dollar lost directly. Um, and this
(15:55) because of time lost, processing fees,
(15:57) damage to accounts or reputation.
(16:01) Um, so we’ll go over some best
(16:03) practices. Um, these are good overall
(16:06) business practices and they build trust
(16:08) in your clients, but they also build a
(16:11) documentation trail and make it more
(16:14) clear to your customers um, how to
(16:16) cancel, how to request refunds um, and
(16:19) prevent confusion and friendly fraud
(16:21) situations. Um, so clear visible clear
(16:26) visible policies are your first line of
(16:28) defense. You want to use every customer
(16:30) touch point to communicate them. Um, you
(16:33) can also submit this all as evidence um
(16:35) of agreement in disputes and it
(16:38) increases your chance of winning. Um, so
(16:40) you want to display cancellation or
(16:42) refund policies at checkout. Uh, court
(16:44) reserve does have the ability to require
(16:46) digital agreement terms at checkout.
(16:48) I’ve seen I’m sure Ashley can speak more
(16:50) about that if anyone uh needs
(16:53) information on that. Um, and you do want
(16:55) to avoid ambiguous language. So rather
(16:58) than maybe refunded, you say refunds
(17:00) provided within this amount of time for
(17:03) if you so like can a refunds provided
(17:06) for cancellations within 24 hours,
(17:08) something like that. Um you got have to
(17:11) be very very clear. Um and I do have
(17:14) examples of that that are in the court
(17:16) reserve knowledge base or going into the
(17:18) court reserve knowledge base. Um you
(17:20) want to send confirmation emails with
(17:22) full booking details whenever you can.
(17:24) Um, and include information on how
(17:27) cancellations and refunds work in all
(17:30) communications. Uh, proactively remind
(17:32) your customers of their upcoming
(17:34) sessions. Document every cancellation
(17:36) and complaint in writing. When you
(17:38) document things in writing, you can
(17:40) submit that in the case that a dispute
(17:43) is filed, that a chargeback is filed.
(17:45) Respond quickly, keep detailed records,
(17:48) train your staff, contact members early.
(17:51) Um, yeah, I think that that covers many
(17:54) things and of course this will go on for
(17:57) ever with documentation options. Well,
(17:59) and I’d love to speak to that because in
(18:01) aside court reserve, there are a couple
(18:03) different places. Definitely, people can
(18:05) go in right now and on payment receipts,
(18:08) they can add additional notes, you know,
(18:10) that go along with. So, if you’re
(18:12) running a point of sale and you’re
(18:13) selling drinks or merchandise out of
(18:15) your point of sale shop, you could
(18:16) definitely have a refund policy on
(18:18) there. Um, you know, we also have the
(18:21) waiverss and liabilities within court
(18:22) reserve. So, you could always put your
(18:24) refund policies in the documentation
(18:27) when the member first joined your
(18:29) organization. Now, does anybody read
(18:31) that? No. But you can prove that they
(18:35) signed it when they joined your facility
(18:37) as well. Um, you can put refund policies
(18:40) on your member portal. U, there’s lots
(18:42) of different ways. And so what Rachel is
(18:45) describing is different ways that you
(18:48) can, you know, add these refund
(18:50) policies, what your procedures are. Of
(18:51) course, you can print them out, put them
(18:53) at your front desk, uh, put them on the
(18:55) app. Uh, but as well, I think it’s just
(18:58) good for you to even think about this
(19:01) because I was telling Rachel and Shane
(19:03) before this, you know, at Old Coast
(19:04) Pickle Ball, I don’t even know if we
(19:05) have this written anywhere. So, we want
(19:07) to make sure that we are presenting, you
(19:10) know, this is exactly how it is. this is
(19:12) our refund policy and etc. So I know
(19:15) that Rachel you’ve created four uh
(19:18) documents for us at court reserve
(19:20) specifically for safe clients and we are
(19:23) working on putting those documents into
(19:26) the court reserve knowledge base under
(19:27) those safe articles. Um so if you’re
(19:30) interested um in reading what those are,
(19:33) I know Rachel’s going to go over them,
(19:34) but just reach out to support later on
(19:36) and then we can show you where that
(19:38) lives. So cool. Thank you. Yeah, it’s uh
(19:42) good policies overall and great evidence
(19:46) to submit as well, although I hope you
(19:48) can avoid needing to submit.
(19:52) Um so using court reserve and safe save
(19:54) safe to prevent and respond. Um so court
(19:56) reserve has a lot of great features for
(19:59) managing your customers. Um tracking
(20:01) attendance and cancellations is huge. Um
(20:04) submitting that as evidence in dispute
(20:07) is also incredibly helpful. um card
(20:10) networks do take attendance seriously
(20:13) and proving that they attended either
(20:15) through the court reserve features of
(20:18) tracking or images. I’ve had people
(20:20) submit images from their security
(20:23) cameras even um it also logs check-ins
(20:26) messages. You can create custom forms
(20:28) and Ashley talked about um modifying
(20:31) where policies are placed on the website
(20:34) in the app um etc. uh safe we for
(20:39) prevention we do have real time fraud
(20:42) prevention solutions. Um so we have
(20:44) fraud prevention available in each
(20:45) gateway that can be managed by the
(20:49) merchant directly. Um you can also reach
(20:51) out to our customer service team if you
(20:53) want any help going through that and
(20:55) figuring out what works best for you.
(20:58) Oftent time this means uh modifying CVB
(21:01) or ABS settings. Um and we have some
(21:04) other options as well. Um overall court
(21:08) reserve is incredibly secure. So card
(21:11) testing and other forms of fraud are a
(21:13) non-issue. However, uh preventing things
(21:17) like incorrect card use or using of
(21:20) someone using someone else’s card can be
(21:22) helpful with some of our settings in the
(21:25) gateway. Uh we’re also P PCI compliant
(21:28) so you don’t have to worry about data
(21:30) breaches um anything like that. you will
(21:34) get all of your dispute alerts via email
(21:36) and it has instructions on how to reach
(21:38) us for questions and submitting those
(21:40) disputes um and the support and guidance
(21:43) we offer. Um
(21:48) oh and uh this is just a fun fact. It is
(21:51) a marketing bonus to
(21:55) use the chargeback prevention tools and
(21:57) policies to build trust with your
(22:00) customers. Um, so by communicating
(22:03) clearly, having all of your policies
(22:05) posted, making it easy to understand how
(22:08) things are built and why they’re build,
(22:10) not only do you reduce disputes and
(22:12) chargebacks, but you improve your reput
(22:15) reputation. Um, members know you’re
(22:18) protecting their data, you’re practicing
(22:20) fair billing practices, um, and that
(22:22) you’re transparent and proactive in
(22:24) handling any concerns that do arise. Um,
(22:27) so it’s just a overall good uh business
(22:31) practice.
(22:34) Some fun real uh real world fraud
(22:37) trends. Um, so in a Forbes report on
(22:40) chargebacks, uh, merchants reported that
(22:44) at least 44% of chargebacks were
(22:46) friendly fraud. Other numbers that are
(22:48) not based on merchant reporting have
(22:50) this number even higher. Um, which is
(22:53) unfortunate. Um, fraud is not always
(22:56) what you think it is. It’s often a
(22:58) regular customer changing their mind or
(22:59) being confused. Um, so 84% of customers
(23:04) surveyed in the chargeback.io survey
(23:08) said filing chargebacks felt easier than
(23:10) requesting a refund. Um, a good
(23:13) prevention method is to try to make it
(23:16) easier to request a refund than to file
(23:18) a chargeback, which is the ongoing
(23:20) struggle. Um 72% of customers saw no
(23:25) real difference between filing a
(23:27) chargeback and requesting a refund and
(23:30) uh almost around half skip the merchant.
(23:33) Um
(23:35) uh card testing fraud is rising but it’s
(23:39) incredibly low when utilizing uh risk of
(23:43) sorry I have Wednesday brain. Uh there’s
(23:46) a really low risk of hard testing fraud
(23:48) utilizing court preserve because of
(23:49) login features and other security. Um
(23:54) so Rachel, what is surprising to me is
(23:57) that you know most people common people
(24:01) they don’t even realize what they’re
(24:03) doing when they do a chargeback. They’re
(24:05) actually hurting the business, right? No
(24:07) idea. And and they they just don’t know.
(24:09) And I mean it it’s interesting. I’m glad
(24:11) that we’re having this conversation
(24:12) today because this allows, like you
(24:15) said, for our clubs and facilities to
(24:17) really go above and beyond and and make
(24:20) sure that their policies are in place
(24:21) and that they can tell their players,
(24:23) hey, please come to us if you have a
(24:25) concern about a charge on your account
(24:27) and and maybe not have to go through the
(24:30) burden of all this chargeback stuff.
(24:33) Yeah, it’s a a game of prevention. And I
(24:36) do think that most customers if they
(24:38) knew the burden and the fees and
(24:40) everything associated with a dispute
(24:42) when they file it would not be filing
(24:44) them to begin with. We a lot of our
(24:46) customers are like our clients know
(24:49) their customers. They email in saying I
(24:51) know this person so well. I don’t
(24:53) understand why they’re filing this. Um
(24:55) and it’s often just a communication
(24:57) issue. So making everything very clear
(25:00) makes a huge difference. So good. Um
(25:03) yeah, and it’s uh
(25:06) just one note, chargebacks are popular
(25:08) right now because of the convenience of
(25:10) mobile apps and um all of that, but the
(25:14) lack of awareness, confusing return
(25:15) policies are a huge part of the
(25:19) increase.
(25:21) Um so preventing fraud without friction.
(25:24) So you like we talked about you want it
(25:25) to be everything to be clear. You want
(25:28) it to be so easy for your customers to
(25:30) go onto your website, go into the app
(25:31) and see who they have to talk to, who
(25:33) they have to email, who they have to
(25:34) call, can they press a button to request
(25:37) a refund, any of that. Um, so that they
(25:40) don’t have to go guess or search, press
(25:43) five clicks to find your policies. Um,
(25:47) enable the address verification system
(25:49) and CVB checks if you can. Um, you can
(25:53) work with our support team and call in
(25:56) and we can help you figure out what
(25:58) settings will work best based on your
(26:00) processing history. Um, and a lot of,
(26:03) uh, other payment processors will have a
(26:06) knowledge base or support team as well
(26:08) that you can work with. Um and requiring
(26:11) login for reservations is a um huge part
(26:16) of preventing card testing fraud as
(26:18) well, which is very much not an issue
(26:22) with court reserve, which is great. So
(26:25) Rachel, let me just stop you real quick.
(26:27) I just saw a question come in, so I
(26:29) figured we just answer this one real
(26:31) quick and give you a little breather. So
(26:34) um it’s asked that safe charges a $20
(26:37) non-refundable fee for chargebacks. Why
(26:40) is this fee not returned if we prove the
(26:42) chargeback is erroneous?
(26:45) So, the fine is my absolutely favorite
(26:48) part of chargebacks, and I’m sure Shane
(26:50) can agree. Uh, this is a fine that’s
(26:53) directly
(26:54) given to us as your payment processor by
(26:57) the card network and bank. Um, they say
(27:00) it’s for chargeback handling and
(27:02) processing. Um, but it’s not a safe
(27:06) making any money off of your
(27:08) chargebacks. being charged to us and we
(27:11) pass that to you as our client. Um, we
(27:15) do work with clients as best we can, but
(27:18) it’s overall um, something that is an
(27:21) unfortunate and standard practice in the
(27:23) chargeback world because banks are
(27:25) issuing this to all payment processors.
(27:28) So, so yeah, one thing we see with
(27:30) others is they’ll charge a monthly fee
(27:32) for chargeback handling. Whether you
(27:34) have them or not, you’re getting charged
(27:35) a $20 fee, a $30 fee. Not everyone does
(27:38) this. Most do, you know, how we do it is
(27:41) per occurrence. And as Rachel mentioned,
(27:43) we’re passing along what we’re charged.
(27:45) We’re not increasing that or upcharging
(27:48) it. But even if you win, that fee still
(27:50) sticks. Um it’s not like it goes away
(27:52) and we get refunded the fee. It it still
(27:54) applies regardless. Um the beauty
(27:58) business owner.
(28:01) Yeah. It’s very fun. Uh, I’ve also seen
(28:03) I I like to look at how other businesses
(28:06) are managing chargebacks as part of my
(28:08) job. Um, and I’ve seen some companies
(28:11) your first chargeback fine is free and
(28:13) then after that it’s $50 to $100
(28:15) depending on the uh case. Like there’s a
(28:19) lot of different ways of applying it,
(28:20) but the fee is uh standard unfortunately
(28:25) um and not charged to for fun or to make
(28:28) a profit. Let’s go. I’ve got a couple
(28:30) more questions here. Um, so one is let’s
(28:33) see, we would like our confirmation
(28:35) emails to provide more information to
(28:37) avoid issues. When will court reserve be
(28:39) building the ability to customize the
(28:40) confirmation and reminder emails? So
(28:43) currently you can go in and to those
(28:45) emails and you can add additional
(28:47) information, the payment receipt. Um,
(28:50) you can put it on your event
(28:51) registration emails, your lesson, and
(28:54) there’s a lot of stuff that you can do.
(28:56) Um, we are going to be working in Q3 to
(28:59) do more customization around emails, but
(29:02) right now you can certainly add
(29:04) additional information to those emails.
(29:06) Um, and so what I would do is if you
(29:09) have questions about how to do that,
(29:11) please reach out to support. Um, we’re
(29:12) definitely um, we can help you with
(29:14) that. And then the next question, if we
(29:17) get a chargeback request, decide that it
(29:20) is not worth contesting, so we refund
(29:23) the charge to the card. Does that fix
(29:26) the problem and avoid the fee?
(29:30) Unfortunately, no. Um I wish uh so when
(29:33) a chargeback is filed, it’s acting as
(29:35) the refund already. So, in all safe
(29:38) chargeback notifications, they’ll
(29:39) there’s a line saying to not attempt a
(29:41) refund in any way because the chargeback
(29:44) is the refund. Um, so if you want the
(29:47) card holder to receive a refund, you
(29:49) would either uh accept the refund
(29:51) usually via like for safe you reply
(29:54) saying accept or do nothing. Um, but you
(29:57) absolutely do not want to provide a
(29:59) refund on top of a chargeback. Um, as it
(30:02) then you will be out extra money and
(30:04) you’ll be in the negative. Um, so yeah,
(30:07) if you have questions, definitely reach
(30:08) out to Safe Save and support and and
(30:10) make sure that you don’t double them for
(30:14) Yeah, you don’t want to give away free
(30:16) money like that. It’s already a painful
(30:18) process. So, Right. That’s exactly
(30:20) right. All right, we have some more
(30:21) questions coming in. This is great.
(30:23) Where can we find the confirmation email
(30:25) that was sent to the customer to support
(30:28) these chargebacks when disputing? So,
(30:31) I’m assuming Cindy, if you’re talking
(30:32) about court reserve, all emails, you can
(30:35) actually go into um and I tell you what,
(30:39) Cindy, what I’ll do is I’ll try and get
(30:41) support to kind of make you a screenshot
(30:43) of where you can go in and see where
(30:45) emails live that go out of court
(30:46) reserve. And then what about from you,
(30:48) Rachel? Do you guys have any emails that
(30:51) you send out with with information that
(30:53) can be helped in the dispute?
(30:55) uh we don’t send any emails directly to
(30:57) customers but in the gateway we do carry
(31:00) um all of the transaction data and I
(31:04) have found that submitting a screenshot
(31:06) of the entire transaction is incredibly
(31:10) helpful especially for uh fraud. Um you
(31:14) can also pull your transaction history.
(31:16) So, if someone’s claiming fraud and say
(31:18) they have 10 other reservations they’ve
(31:21) made and not disputed, submitting those
(31:24) other notis disputed transactions, the
(31:26) transactions with no chargebacks is
(31:29) really great evidence that no, this is
(31:31) not fraud, this is just a confused or
(31:34) angry customer. Um, something like that,
(31:37) right? Are you telling me that sometimes
(31:39) people just get upset and they just do
(31:41) chargebacks because
(31:43) um it’s rare, but it does happen. It’s
(31:46) not a fun practice. I have seen uh I
(31:50) would say once a week I get a reply that
(31:53) this customer is just mad we won’t
(31:55) refund her because she received the
(31:57) services. Um how do we prove that she
(32:00) received the services and this is not
(32:02) fraud? Um, so there can be a malicious
(32:06) aspect.
(32:08) Luckily, it’s not super common, but we
(32:10) we have all had experiences with someone
(32:13) who just wants to show you how angry
(32:15) they are. Yes. So, all right, we got
(32:18) another question. Is there a
(32:19) determination on how the CVV code will
(32:22) be used either by court reserve or safe
(32:25) to avoid people loading incorrect card
(32:27) numbers into their payment profile?
(32:31) Oh, we were uh Oh, Shane, if you want
(32:33) ahead. Uh we have been working with Port
(32:35) Reserve on this and I believe that
(32:37) feature is incoming, but Shane, I don’t
(32:40) know if you have any updates. In terms
(32:42) of storing a payment profile, you
(32:44) actually can’t store a CVV. So, it’s not
(32:48) used for that purpose. And by default,
(32:50) we’re not requiring a match on a
(32:53) transaction. Um just because of the same
(32:56) storage issue, you can’t actually store
(32:58) it. But if it is provided on a
(32:59) transaction, you’ll see the response
(33:01) like did it match or did it not match on
(33:04) our side in the transaction history. We
(33:06) have settings. You can certainly enable
(33:07) it so that it must match or a
(33:09) transaction will fail. We can set that
(33:11) by but by default it is not. But if it
(33:13) is provided, you see if it matched or
(33:15) not um under the transaction details in
(33:18) the gateway. Nice. Yeah, the CBVB for uh
(33:21) saved payment methods is uh more
(33:23) difficult because it’s uh federally
(33:26) illegal to store the security pin, the
(33:29) CVB. Um so it does make it more
(33:33) difficult um in terms of
(33:37) blocking transactions through the CVB
(33:39) method. Address verification is
(33:41) typically better, but that has pluses
(33:45) and minuses too depending on which
(33:47) settings you choose. So reaching out to
(33:48) safe is always a a good call when
(33:51) modifying those settings. Awesome. These
(33:54) are great questions. Uh but Rachel, I’m
(33:56) going to let you continue on. Yeah. Um
(33:59) so we’ve gone over this a few times. Uh
(34:01) oh, we went over pretty much all of this
(34:04) already. Let’s see. Logins. Yeah, sorry.
(34:06) I’m catching up. Um so spotting fraud
(34:09) early. So, in cases of true fraud, um,
(34:11) which are incredibly uncommon with court
(34:14) reserve, however, they do happen,
(34:17) unfortunately. Um, you have some red
(34:21) flags you can look out for. A lot of it
(34:22) is unfortunately a gut feeling based on
(34:25) people acting strangely. Um, so
(34:29) customers being rude and evasive when
(34:31) they’re adding a payment method or, uh,
(34:34) changing their card 10 times and each
(34:36) time it’s failing. I don’t know many
(34:39) people who have 10 different credit
(34:41) cards to attempt a transaction with. Um
(34:44) disputing the last minute like
(34:46) cancelling last minute often disputing
(34:50) um unfamiliar names or locations. If
(34:52) you’re based in Florida and someone
(34:55) books online um from Washington
(35:00) just like they could be traveling or it
(35:03) could be um something a little weirder.
(35:07) So, keeping an eye on your payment
(35:08) processing overall and who’s signing up
(35:11) and just being aware as best you can of
(35:14) what your transactions are is a good
(35:16) best practice. Um, and you are in
(35:19) control of who you accept as a customer.
(35:21) Um, if something’s suspicious to you,
(35:23) you can reach out to Safe Save, you can
(35:25) reach out to Court Reserve, um, and
(35:27) protect your business first and
(35:29) foremost.
(35:31) Um, and last page. Um so the final
(35:34) takeaways uh for protecting your club’s
(35:37) bottom line with chargebacks and fraud.
(35:39) Um understand the process. Chargebacks
(35:42) cost time, money, resources, reputation.
(35:46) Um know the flow of chargebacks. Know
(35:49) who’s involved in the process. Um have
(35:52) clear policies. Uh communicate
(35:56) proactively.
(35:57) Keep strong documentation.
(36:00) Respond quickly and confidently. Um,
(36:03) watch for warning signs and leverage
(36:05) your partners. Sport Reserve is
(36:07) excellent. They’re here to help you.
(36:08) We’re here to help you at Safe Save.
(36:10) Your payment processors have knowledge
(36:13) bases and support teams you can reach
(36:15) out to. Um, so don’t be afraid to reach
(36:17) out for help and use the systems to
(36:20) really tackle these issues. Yes,
(36:23) definitely. Because I can tell you, you
(36:26) know, at Court Reserve, we’ve been
(36:27) around over eight years now and
(36:28) occasionally, you know, we’ve had a
(36:31) player accidentally come in and they’ve
(36:33) subscribed to court reserve. Now, why
(36:35) they did that, I don’t know, but they
(36:37) did. And then instead of coming to court
(36:39) reserve and saying, “Hey, I don’t know
(36:40) why you charge me. It’s the chargeback.”
(36:42) So, we’ve actually worked with Rachel a
(36:44) couple times, you know, on this. And so,
(36:47) Rachel, I want to share the kind of the
(36:50) documents. Um, do you want me to share
(36:51) the screen? Um, yeah, that would be
(36:53) great. Okay. All right. So, I’m going to
(36:55) share these documents just because I
(36:57) want to kind of show you guys uh what’s
(37:00) what what the the team has come up with.
(37:02) And we’re going to actually take these
(37:04) and put these in the um safe articles
(37:08) within the court reserve knowledge base.
(37:10) Um that’s where all of our articles and
(37:12) videos and things are. So, one, they’ve
(37:14) done a chargeback prevention guide. Um,
(37:17) again, a lot of this stuff we’ve kind of
(37:18) gone over today, but just wanted to kind
(37:20) of show you guys um, you know, how to
(37:23) handle this. Um, a customer dispute call
(37:26) log template. This is great because then
(37:29) you can use this internally. Um, keep
(37:31) good records. That way when you’re
(37:33) working with Rachel, you can already
(37:34) show her um, and and the merchant, you
(37:37) know, what you guys have already done. A
(37:39) chargeback response template. So, this
(37:41) is great because you’ve already given us
(37:43) the language uh that could be used uh
(37:46) for this and then the you know just an
(37:49) overview of chargebacks, what to expect,
(37:51) timelines, how we work with Safe Save,
(37:54) all the Safe Save emails and phone
(37:56) numbers and support um and everything.
(37:59) And so, I just wanted to share that with
(38:00) you guys. If you would like copies of
(38:03) these before we get them in the
(38:06) knowledge base because literally Rachel
(38:07) sent these to me this morning and I’m
(38:08) like, “Oh, that is so gold.” Uh, reach
(38:11) out to court reserve support and say,
(38:13) “Hey, I was on the safe webinar today
(38:15) and Ashley said I could ask for those
(38:17) four documents and we will send those to
(38:19) you. They’re PDFs, so so they’re really
(38:21) good right now.” So, any final
(38:24) questions? Please go ahead and put those
(38:26) in the Q&A so we can make sure and
(38:27) answer those. Um, you know, Rachel and
(38:31) Shane, I think, you know, in this day
(38:32) and time, as much, you know, as we would
(38:35) love to think that, you know, there’s no
(38:37) fraud out there at all and that people
(38:39) aren’t going to do this, I mean, it’s
(38:40) just part of of running a business. And
(38:43) so, I just want to thank you guys today
(38:44) for taking the time out to come on, you
(38:46) know, regardless if you use Safe Save or
(38:48) not, whether you use Stripe or another
(38:50) card merchant provider, this is really
(38:52) good knowledge for all businesses to be
(38:54) aware of. So, um, and you know, at Court
(38:57) Reserve, we’re constantly working to try
(38:58) and make it easy for you. So, again, if
(39:02) you need help with knowing where that
(39:04) extra line item is on your confirmations
(39:07) or your payment receipts within court
(39:09) reserve, reach out to support. I will
(39:11) let them know that you guys are on the
(39:13) way to ask questions because we want to
(39:15) make sure that we help you set up these
(39:17) policies and procedures um in order to
(39:20) to do and and to run your business more
(39:22) efficiently. Uh, we got a question. I
(39:24) assume that when a chargeback goes
(39:26) through, there is no change in the court
(39:29) reserve payment history of that member.
(39:32) So what happens within that? Do you guys
(39:35) can you talk about that a little bit? It
(39:37) has been a little bit since I’ve had a
(39:40) screenshot come through. I know that in
(39:42) safe it uh shows as failed. So when a
(39:45) safe uh when a transaction comes through
(39:48) as a chargeback, it’ll ch it’ll show a
(39:51) chargeback line. It’ll show sale,
(39:53) settle, chargeback, and when that
(39:55) chargeback happens, it changes the
(39:57) transaction to failed. Um, so I would
(40:00) have to check with court reserve support
(40:02) on how it shows on the court reserve
(40:03) side. I unfortunately don’t have a
(40:04) system myself. Um, but we do get a lot
(40:07) of uh questions being like, oh, I
(40:09) thought this transaction failed. Um, it
(40:11) just changes to failed, so you can’t
(40:13) provide a secondary refund because that
(40:15) would not be fun. And I just made sure
(40:18) and that is correct. there’s no change
(40:20) in the court reserve payment history. Um
(40:23) we don’t actually get any notification
(40:25) in court reserve that a chargeback is
(40:27) done. Um and so that would answer that
(40:29) question right there for sure. So good
(40:31) question. Yeah. And we do have uh
(40:33) automated gateway emails that’ll go out
(40:35) and tell you when a chargeback’s filed.
(40:36) and then our chargeback dispute email
(40:39) that has all the instructions on what to
(40:41) do, who to talk to, um what your options
(40:44) are and everything like that that we
(40:46) send out as well to the primary gateway
(40:48) contact.
(40:50) Anything else you can think of? Oh,
(40:52) let’s see. He’s got one more question.
(40:54) Uh so, how do I settle the reports in
(40:56) court reserve to show a chargeback? That
(40:59) is a great question and what I would
(41:01) encourage you to do is reach out to
(41:02) customer support because I don’t know
(41:04) the answer to that. I’ll be quite
(41:05) honest. Um, so I’m trying to get the
(41:08) answer for you right now, but if you’ll
(41:10) reach out to uh support at court
(41:12) reserve, then definitely um we can help
(41:15) you know what to do with that. The next
(41:18) question is, does Court Reserve place
(41:19) the $20 chargeback fee on the customer
(41:22) account? No, we don’t know when a
(41:24) chargeback happens within court reserve.
(41:26) And so if you want to charge your
(41:29) customer for doing a charge back, then
(41:32) you’ll have to go in and and assign a
(41:34) miscellaneous fee of somehow on that
(41:37) customer or that member’s um you know
(41:39) account within court reserve. So I do
(41:42) suggest uh including in your policies if
(41:45) you will share the fee with your
(41:47) customers if they file a chargeback
(41:50) accidentally. Um, just so you can That’s
(41:53) another great idea actually. Yeah. To
(41:55) have in your policy. So if they
(41:57) accidentally hit the button they’re
(41:58) charging back, then they’re going to
(41:59) help you pay for all the processing fee
(42:01) of $20 for sure. So um, we got another
(42:04) question. Should I contact the customer
(42:06) once I’m aware of a chargeback or just
(42:08) go through the process? I always suggest
(42:12) contact contacting the customer if you
(42:14) have the time. Um, time, cost, benefit,
(42:16) analysis always. But um oftent times you
(42:20) can resolve things directly with a
(42:23) customer either through accepting a new
(42:24) payment method or they can call and uh
(42:28) cancel the chargeback with their bank um
(42:30) and then send you an email confirmation
(42:33) of that cancellation. Um, so it’s worth
(42:37) it in my opinion to reach out. Um, and
(42:39) if they don’t answer, please contact
(42:42) Safe Safe or your payment processor and
(42:45) I would say um, if you would like to
(42:47) dispute and not have that be a refund,
(42:49) we should plan out your documentations.
(42:53) I wish Tracy question Tracy. Yeah,
(42:56) Tracy, that fee is part of something
(42:58) that even Safe Safe’s not doing. It’s a
(43:00) part of the policy of the the provider
(43:02) at what Visa, Mastercard, Discover, all
(43:04) those all those fantastic people that we
(43:06) love. So that fee does not go away. So
(43:09) that’s where she’s talking about Tracy
(43:11) where you can make it as part of your
(43:12) policy that if you do have to do go
(43:14) through this chargeback dispute, then
(43:16) you can share that pain with the
(43:18) customer that’s actually trying to
(43:19) charge back. So completely up to you
(43:22) guys. Unfortunately, that fee happens at
(43:25) the time the chargeback is initiated. So
(43:27) if a customer clicks that button in
(43:28) their bank that says dispute and then go
(43:30) two minutes later go oo accident and
(43:33) call their bank and say never mind it
(43:35) already got initiated that $20 already
(43:37) hit. So it’s it’s immediate. Really?
(43:40) Yeah. That’s why that fee like even if
(43:41) they win the chargeback or the
(43:42) chargeback’s canceled, it was already
(43:44) initiated. That’s when the fee applies.
(43:45) That’s why it still applies even if the
(43:47) customer cancels it. Uh the card holder
(43:50) cancels it. Sorry. Um because it’s at
(43:52) the time of initiation. Oh, lovely.
(43:54) Yeah. Yeah. It’s a very fun fun process.
(43:58) That’s why we got we gotta So, here’s a
(44:00) great question. How do you come up with
(44:03) a great policy for refunds and
(44:06) chargebacks, right? I mean, I’m thinking
(44:07) off the top of my head, I mean,
(44:09) everybody’s all AI crazy right now. Chat
(44:11) GBT might have some great
(44:14) like chat GBT like, hey, we need a great
(44:16) refund cancellation chargeback policy
(44:19) for our pickle ball or tennis club. What
(44:21) can you give me? And then the other
(44:23) thing I would do is I’m sure
(44:25) statebystate regulations also flow into
(44:28) this which is why court reserve we don’t
(44:30) actually give anybody any waiverss or
(44:32) disclosures. You have to get those
(44:33) yourselves. Um I will put a plug out
(44:36) there for Rocket Lawyer. Uh when court
(44:37) reserve first got started before we had
(44:39) an attorney. Uh we actually use Rocket
(44:42) Lawyer for a lot of basic documentation
(44:44) and it’ll do it per state. So it I mean
(44:47) it’s not very expensive. Uh it’s just a
(44:50) monthly fee and you can cancel at any
(44:51) time, but you might want to go out use
(44:53) chat GBT first. Uh and you know, then
(44:56) maybe verify that with your own state.
(44:58) Um yeah, that’s a great point. Yeah, I
(45:02) was going to say chat GBT as a first
(45:03) thought, but yeah, online your state.
(45:05) There’s tons of great resources. The
(45:06) unfortunate truth is you can have the
(45:08) best most rockolid policy ever and still
(45:10) lose. Yep. It’s unfortunate. It
(45:12) definitely helps and definitely
(45:13) increases win rate. But it’s just
(45:14) important to know with this process as a
(45:16) whole,
(45:18) even with the best, you sometimes will
(45:20) still lose, right? Yeah, for sure. It’s
(45:22) a there’s a person on the other end in
(45:25) the card network who’s reviewing
(45:26) documentation and their ability to read
(45:29) and understand and uh choice to read and
(45:33) understand is uh you know, it it throws
(45:37) everything in a whirlwind. Um, it’s a
(45:40) bit of a roller coaster out there, but
(45:42) uh, it is a good call to review things
(45:44) with a lawyer.
Chargebacks, Fraud & Smart Payments: Protecting Your Club’s Bottom Line
Video Transcript
(0:00) All right, let’s get started. Welcome
(0:01) everyone. My name is Ashley. Thank you
(0:03) so much for joining us today. I am super
(0:05) excited to call this lady, my friend
(0:08) Susie Anderson of beautiful Utah.
(0:11) Welcome. Thank you. Glad to be here. So,
(0:15) we’re going to talk all about pickle
(0:17) ball, pickle ballmies, pickle ball
(0:19) trainings, pickle ball, all kinds of
(0:21) stuff. But what I want to do first is I
(0:24) want to bring up my slides because you
(0:26) guys know we always have something to
(0:27) announce here. So, I’m going to do that
(0:29) from the beginning. So, Susie, you can
(0:31) see my slide. I can sure see them. Okay,
(0:34) great. So, of course, this is us. We’re
(0:36) here today. We’re going to talk all
(0:37) about pickle ball coaching and scaling
(0:39) and it it’s going to be an amazing time
(0:41) together. And then, but I also want to
(0:43) let you know that uh Court Reserve is so
(0:46) excited. We just partnered with Racketex
(0:48) and the City Series Tour. Uh we’re going
(0:51) to be in Philly next weekend. Um it’s
(0:53) going to be exciting. Uh we’re just glad
(0:56) because we know Rackadex is doing such a
(0:57) great job in all kinds of uh tennis and
(1:00) pickle ball and padell and bad mitten
(1:02) and they’re just bringing lots of great
(1:04) clubs together. Um so we are excited to
(1:06) be with them. Actually Jill and I are
(1:09) going to be in Philly. So if you want to
(1:10) come hang out with me and Jill in a
(1:12) couple weeks. Uh we’re going to Philly.
(1:14) Um we’re actually going to do a giveaway
(1:16) on Instagram. Um we’re going to give
(1:17) some tickets away to the Philly stop.
(1:19) So, if you’re not on the Court Reserve
(1:21) Instagram, I would highly recommend that
(1:23) you jump on there and become our friend.
(1:25) And if you have not already signed up,
(1:27) it may be too late this week, but if you
(1:29) can hop a plane to Salt Lake City, uh,
(1:31) Club Pickleball USA, uh, is putting on a
(1:34) phenomenal mastermind. I think there’s
(1:36) like 40 people already going. Um,
(1:38) they’re going to spend a couple days
(1:40) learning, and if you can’t make this
(1:41) week, highly encourage you uh, to make
(1:44) the next one. And we’ll find out when
(1:45) those dates are, usually in the fall.
(1:48) And then, you know, we’re always about
(1:51) helping you guys train and instead of
(1:52) you coming to us, we’re coming to you.
(1:54) So, there’s two new court reserve
(1:56) catalyst tour stops uh this fall. The
(1:59) first one’s in Seattle, Washington, and
(2:01) the second one is up in New Jersey.
(2:03) Again, you can go out to
(2:04) courtreserve.com and learn more about
(2:06) Catalyst and uh we’ll take it from there
(2:09) for sure. All right, let’s get started.
(2:13) I’m so excited. Susie, tell us how did
(2:16) you get into pickle ball? Oh man. Well,
(2:18) I’m kind of a dinosaur because I’ve been
(2:20) playing pickle ball for 11 years, which,
(2:22) you know, some people are like, “It’s
(2:24) been it’s been around that long.” Yes,
(2:25) it’s been around that long. The only
(2:27) people that really beat me out are the
(2:28) people that actually grew up in the
(2:29) Pacific Northwest and they got taught
(2:30) it, you know, at school. But, um, funny
(2:35) story really fast. I I actually picked
(2:37) it up at a local rec center. My
(2:38) husband’s a career firefighter and they
(2:40) would go to work out at the rec center
(2:42) and they saw this, it’s the classic
(2:44) story, this old guy that was playing
(2:46) this weird game and he taught all the
(2:48) firefighters how to play and my husband
(2:50) begged me for 6 months cuz I came from a
(2:51) tennis background, come play this, this
(2:53) game. It’s it’s called pickle ball. I’m
(2:54) like, that sounds like the stupidest
(2:56) thing I’ve ever heard of. Then he tells
(2:57) me the game has three numbers in the
(2:59) score and only two teams. I’m like, it
(3:01) is officially the stupidest thing I’ve
(3:02) ever heard of. So after six months of
(3:05) begging, I was training for
(3:06) long-distance triathlon. I was into
(3:08) halfiron mans at the time. Six months of
(3:10) begging, I finally showed up and I
(3:12) played. And within three months, I’d
(3:14) sold my bike, quit training, was all in
(3:17) on pickle ball, and I was sponsored and
(3:19) playing professionally within two years.
(3:22) Wow. Fast track.
(3:26) So, how did you get to Club Pickleball
(3:28) USA? Um, so Club Pickleball USA, I was
(3:34) um playing professionally at the time.
(3:36) This was back before the PPA tour was
(3:38) around. Um and but and I was also
(3:42) teaching on the side when I was at home
(3:44) and um I happened to meet Mike Egan who
(3:49) is the father of the father and son duo
(3:51) of Club Pickleball USA. Mike looked
(3:54) around to see who could teach him how to
(3:56) play pickle ball and I happened to be
(3:58) the person that had the word of mouth
(4:00) and the branding and he found me. So I
(4:04) started teaching Mike. the end of it was
(4:06) at the end of a summer uh would have
(4:08) been summer of 2020 the end of summer
(4:10) 2020 and Thanksgiving day of 2020
(4:15) uh my student Mike Egan sends me a
(4:18) schematic to an indoor pickle ball club
(4:21) and I said what’s this and he says do
(4:24) you want to be our head pro I’m like
(4:26) heck yes I do
(4:28) and then you know a few days at the
(4:32) beginning of the next week I show up to
(4:33) this used to be a it was a home base,
(4:36) like a Home Depot. I show up, they’re
(4:37) grinding the floors down. You can hardly
(4:39) see anything because of all the concrete
(4:40) dust in the air. And um and that’s where
(4:44) the relationship started. And I I ended
(4:47) up not only being the head pro, but also
(4:49) the founding director. I helped build
(4:51) all the playbased programming, which I
(4:53) later handed off to them. And then I’ve
(4:54) delved into just developing um the
(4:57) coaching academy. That’s amazing. So,
(5:01) what makes uh your journey through
(5:03) pickle ball at the club level so special
(5:06) to you?
(5:08) Um,
(5:11) oh, a lot of things. Um,
(5:15) it was really just it was it was a great
(5:17) opportunity for me. I I needed to leave
(5:19) playing professionally because I needed
(5:21) to stay home and raise my teenagers. And
(5:24) I’m a very driven type A goal.
(5:28) And um I loved that it was this new
(5:32) place to put all my competitive nature
(5:34) in, but it was to be the best club, the
(5:37) best coaching academy, the best coach.
(5:39) Um I loved that that that drive and that
(5:43) progress is very fulfilling to me. Um, I
(5:46) can actually tell you I love coaching
(5:50) way more than I ever love playing
(5:51) professionally because it’s it’s
(5:53) fulfilling not just on a personal level,
(5:55) but I love to see the fulfillment and
(5:57) the growth of my students. It’s very
(5:59) meaningful to see how it enriches other
(6:02) people’s lives as well as my own. and
(6:04) and that’s been probably the greatest,
(6:07) you know, high of the whole scenario is
(6:09) is the connections and the people and
(6:11) the relationships and and just sharing
(6:13) in the growth and that’s what it’s
(6:16) that’s what pickle ball is all about.
(6:17) So, for sure. So, when you were at the
(6:20) club full-time, you know, directing,
(6:22) doing events and programming, how do you
(6:25) decide what to put on the event calendar
(6:28) as far as programming goes or how how
(6:30) does a director learn to do that? Well,
(6:33) it’s a little bit of trial and error
(6:34) because we have two clubs here in Utah
(6:37) now and technically we have three
(6:39) locations, but one is like a little
(6:41) satellite extra spillover location
(6:43) that’s 5 minutes from our Sandy club.
(6:45) So, we have we have our ORM club and we
(6:47) have our Sandy club and our demographic
(6:49) in the two counties. These are they’re
(6:51) 25 minutes apart from each other. The
(6:53) demographic is totally different. So, a
(6:57) lot of it is you have to figure out what
(7:00) does your demographic want. Who are
(7:02) they? And and almost any club’s going to
(7:05) have a daytime demographic and an before
(7:08) and after work hour demographic. And you
(7:10) got to know what they both want. And
(7:12) then you start planning the programming
(7:13) around it. And a lot of it is you put
(7:15) stuff on the calendar and you see what
(7:17) fills. You see what they’re excited
(7:19) about. Then you start hearing, you know,
(7:21) you start talking to them. You interact
(7:22) with them. It’s all about community.
(7:24) You’re building this space. So you’re
(7:26) build, you’re creating an experience for
(7:28) them. So you think about it, what
(7:30) experiences, not necessarily what
(7:32) events, but what experiences do my
(7:35) player base want? Figure it out. Add
(7:38) more of them. If they keep filling, you
(7:40) know, it’s like, oh well, how do we
(7:42) Okay, the 35 on Monday nights from 7:00
(7:44) to 9:00 is always full. Okay, what if we
(7:47) did a team night? What if we did a mixed
(7:49) doubles date night? You know, you just
(7:51) start kind of seeing what are the
(7:53) different variations. When you find
(7:54) something that works really well,
(7:56) you know, find some variations. If
(7:58) something doesn’t work, don’t beat the
(8:01) dead horse for very long before you take
(8:03) it off the calendar and put something
(8:04) different on or ask, “Why isn’t this
(8:07) working? Why isn’t this filling?” Talk
(8:09) to your player base. You know, do people
(8:12) just not know about it? Or is the time
(8:14) not right? or you know the the women all
(8:19) want to play at that time but they want
(8:20) to play only with women
(8:22) not with not mixed gender and so it a
(8:25) lot of it is is learning what you want
(8:28) our Sandy club they want events all day
(8:31) long I mean we run bazillions of
(8:33) roundroins kings courts paddle battles
(8:35) the whole shebang my ORM location they
(8:38) actually like open play and booking
(8:39) their own courts our our we don’t fill
(8:42) as many events in the evenings we do but
(8:44) not in the daytime time. And so it’s
(8:46) just
(8:49) you try, you come up with an idea, you
(8:51) put it on the calendar, you try it, you
(8:52) collect the data, you got to have a way
(8:54) to collect the data, and then you make
(8:56) an adjustment or you keep adding to. And
(8:59) so it’s really get to know your players,
(9:03) make smart decisions, collect the data
(9:06) quickly,
(9:08) and make adjustments. So, is there an
(9:11) event or a program that surprised you
(9:13) that you were surprised that it took off
(9:15) as well as it did? Maybe. I haven’t had
(9:18) any that I don’t I wouldn’t say that
(9:19) I’ve had some that surprised me that
(9:21) they did take off. I’ve had some that I
(9:23) was really surprised were total flops.
(9:27) For interesting, in the coaching academy
(9:29) world, most of my most of my pickle ball
(9:31) players out here in Utah are pickle ball
(9:33) players. Not me, not you go, you know, I
(9:36) support a club out in Chicago. There are
(9:38) tons and tons of tennis players that
(9:40) come in. So, cardio pickle ball or like
(9:44) live ball, which are both kind of tennis
(9:47) events that we’ve changed into pickle
(9:49) ball. My Utah players, they hate them.
(9:52) They won’t sign up for them. I know
(9:54) places in California and places in big
(9:56) tennis communities, they cannot get
(9:58) enough of cardio pickle ball and
(9:59) liveball. They love them, but they’re
(10:01) familiar with them. My pickle ball
(10:02) players, they’re like liveball, which I
(10:04) think is a great event, but they’re it’s
(10:06) more of a pressurized fastpaced event
(10:10) where they’re still learning, but
(10:11) they’re like, “How do I win?” And it’s
(10:14) like, “There isn’t a winner.
(10:17) It It’s not It’s not something you can
(10:19) win. It’s your health. Your health is a
(10:21) winner. It’s the It’s your health.
(10:24) You’re moving more. you’re, you know,
(10:26) but you’re also practicing your shots in
(10:27) a high pressure situation and
(10:31) but they’re like, how do I win? I’m
(10:34) like, we you don’t. Well, why do I want
(10:37) to do that? Okay, so we’ll take that off
(10:39) the calendar. Yes. Quickly. Yes. Yes.
(10:41) Yes. Right. Or or we had a we had a flex
(10:43) league that we offered multiple
(10:45) different times. It was like the same
(10:47) league, but there but it was on but
(10:49) there were so many options. Nobody took
(10:51) any of the options.
(10:54) like we thought that Devon and I were
(10:55) talking about the other day. We’re like,
(10:56) “Remember the Kings League?” And we’re
(10:57) like, “Yeah, that stunk.” Um, you know
(11:00) what I mean? It’s but we thought it was
(11:01) going to be the great idea and it’s
(11:03) like,
(11:06) okay. So, yeah, I was more surprised by
(11:08) the flops than I was by the successes.
(11:10) That’s good to know though because
(11:11) again, like even at Old Coast Pickle
(11:13) Ball, we’ve had to completely take
(11:15) things off the calendar that we thought
(11:16) were going to be big hits and like when
(11:18) two people sign up, you’re like, “No,
(11:20) we’re not doing this again.” like
(11:24) that. All right, let’s talk about
(11:26) coaching because you have a passion for
(11:28) coaching. You have created an entire
(11:30) coaching program. Uh tell us how did you
(11:34) get started? Where did this start from?
(11:37) And let’s just start talking about your
(11:39) coaching program. So,
(11:43) um, by nature of limited time, I had I
(11:48) had coaches and I needed to train them
(11:49) and I needed to mentor them. And I found
(11:53) rather than trying to mentor them all in
(11:54) person or have them spend all this time
(11:57) shadowing me,
(11:59) I knew how every skill and every drill
(12:02) should be taught. And so, I I happened
(12:05) to come from a background. I I got a
(12:07) degree in commercial photography. I was
(12:08) a I was a commercial photographer for 16
(12:10) years before I started into my second
(12:12) career. I haven’t figured out what my
(12:14) third career will be when, you know, but
(12:16) for right now, we’re on number two. Um,
(12:19) so I started filming
(12:22) for my coaches because I have 13 coaches
(12:25) over two locations. One location’s 45
(12:28) minutes from my house, one location’s 15
(12:30) minutes from my house. So, I’m like, how
(12:32) am I going to train all these coaches
(12:35) and be time efficient? So I videoed
(12:37) everything.
(12:38) Um so every skill and every drill that
(12:42) is taught in my club is videoed. The
(12:44) other thing that I felt was so so
(12:46) important in creating value in our
(12:50) training academy is we all had to be on
(12:51) the same page. They couldn’t go to coach
(12:54) Bob and get taught how to hit a third
(12:56) shot drop and then come to coach Susie
(12:58) and get taught a whole different
(13:00) technique of hitting a third shot drop.
(13:02) that student is now saying where was my
(13:04) money well spent.
(13:06) And while there isn’t
(13:09) necessarily my way is the only way to
(13:11) teach,
(13:13) there has to be consistency to bring
(13:16) value to your brand. And so I’m like, I
(13:17) got to get all these coaches on the same
(13:19) page. There’s got to be continuity. It
(13:21) also takes away the competition between
(13:22) coaches. Then people are picking coaches
(13:24) based on the personality that fits them
(13:27) and less about this one does this better
(13:30) and this one does this better. It’s
(13:31) we’re all doing the same thing. We
(13:33) deliver it maybe subtly different
(13:34) because of our personalities, but it’s
(13:37) the same, you know, structure that we’re
(13:39) teaching. So, I filmed everything.
(13:42) That’s the way I’m teaching everything.
(13:44) And then I’ve realized as all these
(13:45) clubs are popping up, so many places
(13:49) don’t have a me.
(13:52) How do they build an academy if they
(13:54) don’t have somebody that can write the
(13:56) curriculum, that can train all the
(13:57) coaches, get all the coaches on the same
(13:59) page? it was already digitized. So, not
(14:02) only do I support my two clubs here in
(14:04) Utah and my 13 coaches where I am boots
(14:07) on the ground coaching on, you know, the
(14:10) courts, but I support nine othermies
(14:13) outside of the state of Utah with
(14:15) curriculum, with coach training, with
(14:17) continuing education with their coaches.
(14:19) Um, and it it it it brings
(14:24) value to your club to have a great
(14:27) coaching academy because now you’re a
(14:29) one-stop shop for everything that a
(14:31) pickle baller needs. There’s fun,
(14:34) there’s community, there’s growth,
(14:37) there’s a pathway to pro of progressing,
(14:40) all the things that bring everybody into
(14:42) this great sport, right? And then they
(14:45) keep it keeps them there in your gloves.
(14:47) I love the progression part because
(14:49) coming from tennis, right, it takes
(14:52) sometimes years for people to be able to
(14:54) go out and accurately like even do a set
(14:57) in tennis because of how big the court
(14:59) is and how the strokes are and
(15:01) everything. And that’s what we’ve heard
(15:03) in the pickle ball world is how do I as
(15:05) a coach transition from lessons in
(15:07) tennis to being lessons in pickle ball?
(15:09) How have you helped people see that and
(15:12) the value in that and and the value in
(15:14) this way of coaching? Absolutely. Um,
(15:17) so,
(15:19) um, I’ll address it kind of in two ways
(15:21) because you’ve talked about like a
(15:22) tennis coach switching to pickle ball
(15:24) and it’s not many tennis. Um, I recently
(15:29) worked with um all the tennis coaches
(15:32) for Cliff Dale Tennis and um and helping
(15:36) them to see there’s some great things
(15:38) from tennis that we bring into pickle
(15:40) ball and then there’s things that we’re
(15:41) going to leave in tennis and we’re going
(15:43) to do them different in pickle ball
(15:45) because it’s a smaller court, it’s
(15:47) different equipment, it’s a paddle and a
(15:50) hard ball. Um because the court’s
(15:52) smaller, we move differently. um they
(15:55) bring great things like their ability to
(15:57) load and rotate, all these things. So,
(15:58) there’s lots of things to to bring in
(16:00) and and I address that when I’m training
(16:02) coaches, especially coaches that came
(16:04) from tennis or are teaching in a tennis
(16:06) heavy area, right, of there’s some
(16:10) pretty clear distinctions of keep these,
(16:12) throw these away. Um, and so there there
(16:16) is a shift there and there needs to be a
(16:18) willingness to see the differences,
(16:21) appreciate the differences, and embrace
(16:23) them if you’re transitioning there. Um,
(16:26) when it comes to progression pathways
(16:29) for your students, it’s all about having
(16:31) expectations of what each skill level
(16:33) should be able to do. And in the
(16:36) curriculum that I build for my for my uh
(16:39) inerson and remotemies,
(16:41) there is a progression in in their
(16:45) series. Like we we have a 250 series
(16:47) that’s for two fives. We have a 300
(16:49) series that’s for 3 0’s. The the 300
(16:52) series is giving them the skills that
(16:54) they would need to become a 3.5. We’re
(16:58) already assuming they have the skills of
(16:59) a 3 0, but now we’re going to give them,
(17:02) you know, work on the skills for the 35
(17:04) and we have it set up in a way that it
(17:06) can be ongoing. They can jump in the
(17:08) series any month in the series. They
(17:12) don’t have to start at le one. So, it’s
(17:15) progressive in that the 300 leaves to
(17:17) the leads to the 350, but by nature, I
(17:20) can’t be starting, you know, say it’s a
(17:23) it’s a 12we 12 weeks of lessons. I can’t
(17:26) be starting a new one of those every
(17:27) month. There’s not bandwidth. There’s
(17:30) not court time. And so it’s built out so
(17:32) they could jump in on week five or on
(17:35) week nine
(17:38) and still go through the series. They
(17:40) repeat through, but it but it gives them
(17:42) this beautiful progress. Give it it
(17:44) educates them on the expectations of
(17:45) what they need to know. We’re going to
(17:47) give them the tools. Hopefully they go
(17:50) out and practice. It’s always up in the
(17:52) air, right? Well, that’s true. How how
(17:56) is it that you can take someone who
(17:58) maybe is a great pickle ball player,
(18:00) right? Does that always translate to or
(18:04) translate to being a great coach? Oh,
(18:06) no. The best pickle ball players I know
(18:10) are horrible coaches.
(18:12) And the reason being is a great pickle
(18:15) ball player sometimes they do a lot by
(18:17) feel. They’re that kid that was
(18:19) freakishly athletic. They watch the
(18:22) coach do something and they can just do
(18:23) it. But a great coach can take this is
(18:27) I’m this is a classic student of mine.
(18:30) The stay-at-home mom that is finally an
(18:32) empty neester and all her be girlfriends
(18:34) are playing pickle ball and she doesn’t
(18:35) want to look like a fool and yet she
(18:38) doesn’t have any sports background.
(18:39) Maybe she was a cheerleader. Maybe she
(18:40) was a dancer. Maybe she was the brain
(18:42) and she didn’t do any sports or
(18:44) athletics. and and to take
(18:48) sometimes that really athletic,
(18:51) extremely talented pickle ball player
(18:53) can’t actually talk to that student of
(18:57) this is where I need you to turn this
(18:59) toe and your hip’s going to do this and
(19:01) then you’re going to rotate through. You
(19:04) have to be able to you have to know the
(19:07) technical competencies of every shot,
(19:09) how they inter work and how to actually
(19:10) communicate and get somebody to do that.
(19:13) And some people are visual learners,
(19:15) some people are auditory learners, some
(19:17) people are kinesthetic learners. And you
(19:18) actually have to hold their paddle or
(19:19) their arm or, you know, move their
(19:21) shoulders to get them to do it. And so
(19:24) sometimes that really great pickle ball
(19:26) player, they never had to learn it like
(19:28) that. They could just see it and do it.
(19:31) Like I got a great friend, Tyler Loom.
(19:33) You all know Tyler Loom. And Tyler will
(19:36) admit to you that he’s not the best at
(19:39) coaching. Um Tyler’s great. He’s great
(19:42) with strategy, but like when it comes to
(19:44) mechanics, he just feels it so well and
(19:46) he’s always felt it so well. Breaking it
(19:48) down for him is difficult.
(19:51) Great guy, great player, great at
(19:53) coaching strategy and things like that.
(19:56) But
(19:57) your 25 and your 3 and even your 35,
(20:00) they need mechanics, right? And so
(20:03) having somebody, one of my best coaches
(20:05) is actually 80 years old.
(20:08) Love Bob. That man can teach the
(20:10) beginners. He has the patience. I mean,
(20:12) patience all day long. And and and
(20:14) everybody’s like, one of my young guys
(20:16) was like, “You’re hiring Bob.” I’m like,
(20:17) “Yeah, you just watch.”
(20:20) And he is like the beginner whisperer.
(20:23) So, how do you take an individual who
(20:25) says, “You know what? I want to be a
(20:26) pickle ball coach.” like through your
(20:28) academy and what you’ve done like like
(20:30) give us like the four different things
(20:32) or the five different things like how do
(20:33) you take them from player or maybe I
(20:36) want to coach or I want to learn to
(20:38) being able to like hold their own and to
(20:41) be able to go to a club and get a job as
(20:43) a coach. Um the first thing I’m going to
(20:46) tell anybody to do is get certified. Um
(20:49) I I got my hat on. I’m a coach developer
(20:51) for PPR and an education consultant for
(20:53) PPR. um that means I’m kind of biased
(20:57) towards them, but
(21:00) um if you get certified, say you’re
(21:03) looking, you’re a good player and you
(21:04) want to get you want to move into
(21:05) coaching the sphere, the coaching
(21:07) sphere, and you want to get hired by a
(21:08) club. Any reputable club should be
(21:11) hiring somebody that’s certified. Why?
(21:13) Well, number one, you’re going to come
(21:14) with liability insurance. Number two,
(21:16) you’ve shown that you’re interested in
(21:17) investing in your craft with both time
(21:19) and finances. That you want to be taken
(21:22) legitimately. You’re not just the guy
(21:24) pulling a basket of balls out of the
(21:26) trunk of his car at the city park.
(21:28) You’re more than that. You’re a brand.
(21:30) You’re a professional. Right? And so
(21:32) that the first step in looking
(21:34) professional is get some cred
(21:35) credentials, right? PPR, we focus very
(21:39) heavily on how to coach
(21:43) and what to coach, but there’s a big
(21:45) emphasis on how to coach. We have a
(21:46) level one, we have a level two, um, and
(21:49) we’ve got some more specialty courses
(21:51) coming out as well in the next year.
(21:54) But, um, the first thing I would say is
(21:57) get, um, certified. The second, start
(22:00) practicing.
(22:02) Really learn the components
(22:06) of each of you. We call them the
(22:08) technical competencies. They’d be grip,
(22:11) stance, your paddle prep, shape of the
(22:13) shot, contact point, weight transfer,
(22:15) and your recovery. Those are the five
(22:16) competencies of any shot. If you don’t
(22:21) know those things, well, how are you
(22:23) going to teach somebody? How are you
(22:25) going to know that they’re popping a
(22:27) ball up every time because their stance
(22:29) is wrong or their grip is wrong? You
(22:31) have to know how they inter interact.
(22:33) You have to be the fountain of all
(22:35) knowledge. Your player hits the ball in
(22:36) the net. You must have the answer. So
(22:39) you’ve got to train you got to have the
(22:40) knowledge and you got to train yourself
(22:42) to see the knowledge, right? And that
(22:43) just comes with practice. The other
(22:44) thing, you got to have people skills. At
(22:47) the end of the day, people come back
(22:48) because they like you and you were fun.
(22:51) They have to have a good time. They have
(22:52) to feel good about themselves.
(22:55) The other thing that people forget about
(22:56) being a coach, you’re a salesman all at
(22:59) the same time as being a coach.
(23:02) It sounds sleazy and we all hate it, but
(23:04) at the end of the day, don’t give them
(23:06) all your information in one lesson.
(23:09) Give them enough that they can digest
(23:11) and allude to what’s next and invite
(23:13) them to come back again, right? It’s
(23:15) salesmanship.
(23:17) And so, you have to be comfortable with
(23:19) all those things. But the but the
(23:21) biggest thing is create your own
(23:24) personal brand in essence of who you are
(23:27) as a coach. What are you known for? If
(23:30) you have a personal brand, if you have
(23:31) an identity as a coach, you’re hireable.
(23:35) Word of mouth will go around. You will
(23:38) be a professional. And that’s really
(23:39) what people are looking for.
(23:42) Now, you’ve been in pickle ball a long
(23:43) time, and you probably learn to play
(23:46) pickle ball one way, but teaching
(23:48) someone to play pickle ball today is
(23:51) probably a little bit different than,
(23:52) you know, 11 years ago. What’s the
(23:55) difference now than if you would have
(23:57) done this 11 years ago? Um
(24:01) well, even since I started teaching six
(24:03) years ago, the way we teach the game is
(24:05) different. The game has changed. The
(24:07) paddle technology,
(24:09) um you know, the pro tour with the
(24:10) bigger contracts, more tennis players
(24:12) coming in, the the game is changing.
(24:14) It’s much more offensive. It’s much more
(24:16) aggressive. I I laugh and tell my
(24:18) students, um I’m like, when I was a pro,
(24:20) we would have dink rallies that were 80
(24:23) dinks. 80 dinks. There’s no speedups,
(24:25) guys. 80 dinks. I kid you not.
(24:28) like
(24:30) we were playing with composite paddles,
(24:34) right? You couldn’t do
(24:37) the stuff that they can do now with the
(24:40) paddle technology. And so the game’s
(24:43) gotten much more offensive and and it’s
(24:46) modern. We saw tennis do this when the
(24:48) Williams sisters came in. No longer was
(24:50) it like the, you know, Chris Everett and
(24:52) Stephie Graph days of tennis. It was the
(24:55) Williams Sisters. It was power. It was
(24:56) load and rotate. It was, you know, more
(25:00) spin, open stance, all these things.
(25:02) Well, we’ve seen the same thing
(25:04) happening in the last two years in
(25:05) pickle ball. So, we teach it
(25:06) differently. You know, it no longer are
(25:09) we approaching the net as a wall. We’re
(25:11) approaching staggered because it’s more
(25:13) offensive. Um, you know, we’re not
(25:15) watching our partner hit our third.
(25:17) We’re not dinking for survival. We’re
(25:19) dinking for manipulation to get what we
(25:21) want. I I I hardly even use the word
(25:25) reset when I’m teaching. I teach my
(25:27) students, I want you to hit a neutral
(25:29) ball.
(25:31) Reset to me is so passive. It’s like,
(25:33) uh, now I’m in defense mode. I want to
(25:35) be in defense for as minimal amount of
(25:38) hits as possible and then I’m back in
(25:40) the driver’s seat. Being in the driver’s
(25:41) seat doesn’t mean I’m hitting the crap
(25:42) out of the ball. Being in the driver’s
(25:44) seat means I’m putting a ball somewhere
(25:45) to make my opponent uncomfortable.
(25:48) And I teach a lot about ball
(25:49) recognition. I know what I’m going to
(25:52) hit as my opponent is hitting their shot
(25:56) based on where’s their weight, where’s
(25:59) their paddle, what’s their court
(26:00) positioning. The ball recognition piece
(26:03) starts on the other side of the net.
(26:05) It’s gotten so fast. I can’t decide what
(26:07) I’m doing when the ball’s bouncing in
(26:09) front of me. I have to decide when
(26:10) they’re hitting the ball what I’m doing
(26:12) next. And this is the new more modern
(26:14) way that we’re teaching pickle ball
(26:16) because it’s fast, it’s aggressive, it’s
(26:18) offensive. Aggression and offense isn’t
(26:21) always power. It’s placement. There’s
(26:23) lateral pressure. There’s forward
(26:24) pressure. And and that’s this the style
(26:28) that we teach in mymies. It’s new. It’s
(26:31) modern. It’s up to-date. And it throws a
(26:34) lot of people because there’s lots of
(26:35) coaches still teaching the old way
(26:38) because we’rehead.
(26:40) Yeah, that that’s what I was going to
(26:42) say is, you know, in Florida for
(26:44) instance, you know, you can go out here
(26:45) to the public park and sometimes people
(26:48) are out there being a coach, right? And
(26:51) so now it’s how do we make sure in the
(26:54) future of pickle ball that we are being
(26:56) coached and able to get a hold of
(26:58) coaches to bring them into our
(27:00) facilities that are trained and teaching
(27:03) up to standards of what the play is like
(27:05) today for us as social players. Yeah.
(27:08) And I think that it goes back to, you
(27:11) know, the accreditation. Do they have
(27:14) credentials? Do they have a
(27:15) certification? If they have a
(27:16) certification, you know, and they’re
(27:18) active in their continuing education. I
(27:21) mean, the way when I became a coach
(27:23) developer for PPR 5 years ago versus
(27:26) now,
(27:28) we don’t even talk about the game the
(27:29) same way we did, right? But I’ve stayed
(27:31) involved. It It’s not did you get a cert
(27:35) five years ago and then never do
(27:36) anything more. It’s it’s are you staying
(27:39) active in these organizations that are
(27:42) or that are continually building the
(27:44) sport as it grows and progresses.
(27:47) So if somebody was interested and they
(27:50) wanted to develop their own, you know,
(27:52) training academy at their own club, what
(27:54) are some of the steps that you would
(27:56) encourage them to take in this day and
(27:58) age? Um
(28:01) they need to get a good head pro that’s
(28:03) willing to lead. um whether that head
(28:07) pro is falling in line with support with
(28:10) curriculum, you know, and training with
(28:12) somebody like me or they have the
(28:13) ability and desire to build their own.
(28:17) You’ve got to have somebody that’s going
(28:18) to lead it’s going to be a go-getter and
(28:20) building that continuity. It it you
(28:23) really have to look at it as you’re
(28:24) building a brand.
(28:26) Um that’s what you want from your
(28:27) coaching academy, not just we’ve got
(28:29) these five guys that teach pickle ball
(28:32) when they have extra time. Like there’s
(28:34) got to be some organization,
(28:37) you know, just like you have
(28:39) organization to the rest of your club
(28:41) management. This you can’t have
(28:44) organization and and value and brand
(28:46) identity everywhere and then just here’s
(28:50) these schlubs that teach for us,
(28:53) right? Make it all professional.
(28:56) Um, and so you have to find somebody
(28:59) that’s willing and interested in in
(29:00) leading that way. Some some clubs I mean
(29:03) I believe you only have two courts at
(29:05) Old Coast, right? We do. That’s correct.
(29:07) I mean a smaller club, two to four
(29:09) courts, even six courts. It’s realistic
(29:11) to think that your director could also
(29:12) be your head teaching pro.
(29:15) They’re going to have to have at least
(29:16) one or two more probably teaching pros
(29:19) below them because they can’t carry all
(29:22) the directorship and all the teaching on
(29:25) their own. Maybe on two courts they
(29:27) probably could, but you get into the,
(29:30) you know, the four and the six courts,
(29:33) but it’s it’s just it’s having clear
(29:34) expectations and a vision and a brand
(29:37) and really being polished and finding
(29:40) somebody that that’s how they’re going
(29:42) to operate. And like I said, the best
(29:44) player isn’t always the best coach. So,
(29:47) what do you think when clubs andmies or
(29:49) or clubs and facilities, they’re they’re
(29:51) they’re ready to take the next step,
(29:53) right? they want to hire this head pro,
(29:55) this club director. What are some of the
(29:58) the best things they can look for
(30:00) besides, hey, yeah, I’ve have I have my
(30:02) certification, right? How do you how do
(30:04) you bring somebody in and hire the right
(30:06) head pro or club director? Um, well, I
(30:12) always tell my clubs that I support
(30:14) that, you know, that they’re looking for
(30:17) um coaches. I’m like, well, I’ll ask the
(30:19) owner. I’m like, well, do you play
(30:20) pickle ball? They’re like, yeah. I’m
(30:22) like, then go take a lesson from this
(30:25) person.
(30:27) It’s don’t even tell them you’re looking
(30:30) to approach them, to hire them. Just go.
(30:32) It’s like see being a secret shopper.
(30:35) Um, go take a lesson.
(30:37) Uh, are they professional? Did you learn
(30:40) something? Uh, was it organized?
(30:45) You know, have an idea in your mind of
(30:47) what qualities you would want in a
(30:49) headpro?
(30:51) you know, professional, organized, stays
(30:53) on task, all those kind of things, like
(30:55) actually delivers some value. If you if
(30:58) those things show up in the lesson,
(31:00) well, then approach them because there
(31:02) are a lot of coaches that are just kind
(31:04) of freelancers doing their thing here
(31:06) and there, and you’ll have some that are
(31:07) building a brand even though they kind
(31:10) of teach here and they teach here and
(31:11) they teach here. But if they’re if
(31:14) they’re professional, they’re organized,
(31:15) they’re building a brand, you actually
(31:17) like the product they delivered from
(31:19) your secret shopper experience, that’s
(31:21) the kind that you go and approach and be
(31:22) like, “We’ve got a club and we need a
(31:24) head pro. Is that something you’re
(31:25) interested in?” I love it. So when
(31:28) you’re, you know, 11 years ago and and
(31:30) you came to Club Pickleball USA and, you
(31:33) know, you’ve been there for a while now,
(31:34) what are some of the the, I guess,
(31:36) benefits or, you know, things that
(31:39) coaches are being offered today that you
(31:41) see as something that’s powerful
(31:43) because, you know, we’re trying to make
(31:45) this is a profession that wasn’t around
(31:46) 10 years ago, being a professional
(31:48) pickle ball coach or a head pro of a
(31:50) pickleball club. So what are some of
(31:51) those benefits? Like I don’t know,
(31:54) insurance is important, regular
(31:56) benefits. How do clubs how do they
(31:58) provide the extra benefits to gain these
(32:01) good pros and and directors at their
(32:03) clubs?
(32:04) So, um
(32:07) I have
(32:11) I I feel like coaches, pickle ball
(32:12) coaches are interesting. If I were
(32:14) looking at it from a club owner, we
(32:18) actually pay all of our pickle ball
(32:21) coaches. It’s all commission based. You
(32:24) eat what you hunt.
(32:26) Um because I’ve seen it happen in other
(32:29) way. It’s different for a director
(32:31) because they have lots of things that
(32:33) they’re doing on the director side,
(32:35) organizing, managing that can’t really
(32:38) be commissionbased as well. But I found
(32:41) pickle ball coaches are a little bit
(32:43) interesting. If you don’t keep them
(32:44) motivated, they take advantage. I’ve
(32:46) seen it happen in multiple clubs and so
(32:50) and and most of them right now are still
(32:52) freelancers.
(32:54) Okay? You know what I mean? All of our
(32:56) all of all of our coaches are, you know,
(32:59) on a 1099. They’re they’re a contractor.
(33:02) Um
(33:04) but uh a director and a head pro would
(33:07) be different. Um
(33:10) and so but the benefit that these
(33:12) coaches are getting is
(33:15) um they get exposure to all the
(33:18) clientele that the club is bringing in.
(33:20) people that they’re not going to get
(33:22) exposed to by just wandering around the
(33:24) city park. Um they have a guaranteed
(33:27) court. Rain, wind,
(33:31) you know, lights out, whatever. They
(33:33) have a guaranteed court that’s going to
(33:35) be there no matter the weather, no
(33:37) matter how busy the courts are. Do you
(33:39) know what I mean? A guaranteed court. Um
(33:42) they have, you know, it’s it’s a place
(33:44) to hang your shingle, right? We put
(33:46) banners with a QR code that this, you
(33:49) know, that shows our coaches, you know,
(33:52) here’s here’s coach Josh Peterson. This
(33:54) is his duper. This is his favorite shot.
(33:56) This is how long he’s been playing. And
(33:57) here’s a QR code. Scan this if you want
(34:00) to, you know, lesson with Josh. And it
(34:03) immediately populates your phone with a
(34:05) text message. Hey Josh, I want a pickle
(34:07) ball lesson from you. Tada. Easy. You
(34:10) don’t get that at the park, right? You
(34:12) don’t get a business card with your
(34:14) phone number on a front desk where
(34:16) hundreds of people walk by. And so the
(34:21) biggest benefit is the exposure, the
(34:24) home base,
(34:26) um the community, we’re offering more
(34:29) training, right? They’re getting
(34:30) curriculum provided that, you know, we
(34:33) fill the classes, they show up and teach
(34:34) them. And so there’s lots of benefits
(34:38) in
(34:40) essentially the hunter gatherer
(34:42) mentality for those coaches even though
(34:44) we’re not providing you know insurance
(34:48) and all those other things for them. It
(34:50) would be different story if I’m hiring a
(34:51) full-time director head pro. That’s
(34:54) great though because I do think it’s the
(34:55) hunter gatherer. It’s you got to be your
(34:57) own salesperson. You got to go out and
(34:58) create your portfolio of clients for
(35:01) sure. So I love that. So, what is the
(35:04) best thing that you get to do when you
(35:07) are supporting? I know you have several
(35:08) clubs that you’re already working with
(35:10) with your academy. What What’s the best
(35:12) thing like when you get out of bed in
(35:13) the mornings and you know you get to
(35:14) work one of those. What’s the best thing
(35:16) for you about that? Um, so I love it
(35:20) without fail. So, when I onboard new
(35:23) what I call my remotemies, the ones that
(35:25) are outside of Utah that most of the
(35:27) most of them just most of the time 99%
(35:30) of the time they’re getting the digital
(35:31) version of me. But when they choose to
(35:32) on board in person and I show up for a
(35:35) one or two day visit, my favorite is
(35:38) blowing their minds with this new modern
(35:41) way of pickle ball because most places
(35:45) don’t see it or teach it. I’ll show up
(35:48) and I’ll start hitting a third shot drop
(35:49) and their coaches are like, “How do you
(35:52) do that?”
(35:54) And I’m like, “Well, let me show you.”
(35:55) and I break it all down and then they go
(35:57) and they’re like, “Oh my gosh, that
(35:59) isn’t even that hard to do, but look at
(36:01) how effective that is.” Or I have a way
(36:04) that I that I divide the court up into
(36:07) into chunks visually and and these
(36:10) different lanes on the court give me
(36:13) expectations. If I put a ball here, I’m
(36:15) expecting it to come back. And this is
(36:16) how we teach people to build points.
(36:19) Well, I’ll get out there and I’ve got
(36:20) these coaches that are just kind of
(36:24) greeny coaches still, right? And I teach
(36:26) them this and they’re seeing it happen
(36:28) in their own game. I remember I went and
(36:30) onboarded in Cleveland and I had this
(36:32) guy and I was teaching him. I’m like,
(36:33) “If you put a ball here, you should
(36:35) expect it coming back here.” And we
(36:37) started playing and he had like three
(36:41) like clean putaway winners. Nobody
(36:44) touched him based off of this pattern
(36:47) and this new mentality because he
(36:49) positioned his body different because of
(36:50) his expectation was different and he was
(36:53) so excited that he was now doing it for
(36:55) himself and he couldn’t wait to go share
(36:57) it with everybody else. And so it’s it’s
(36:59) blowing their minds with this new way of
(37:04) seeing the court teaching your students
(37:06) modernizing, you know, like it’s just
(37:09) stuff that hasn’t even they didn’t know
(37:11) what they didn’t know. And and I just I
(37:14) love I love their faces when they light
(37:16) up. He was so excited about those
(37:17) winners in Cleveland. He was so excited.
(37:20) So you take those those like almost like
(37:23) fresh, right? And you teach them
(37:25) something new. How do you how do you
(37:27) handle also teaching them when they have
(37:29) to go back to their own facility, their
(37:31) ownies, and now they’re going to
(37:33) integrate everything that you’ve taught
(37:35) them or learned? How the
(37:36) overwhelmingness of that, right? How do
(37:38) you help them not become overwhelmed
(37:40) with all this new stuff? Um, there’s
(37:43) tons of online support. Like I said,
(37:45) every skill and every drill that’s in
(37:47) any lesson that they lesson plan that
(37:49) they have access to, it has a QR code
(37:52) right next to it. It has a written
(37:54) version and a QR code. They have access
(37:57) to the digital version of me at any
(38:00) time. There’s a vault of over 300 videos
(38:04) of skills and drills they could peruse.
(38:06) And so, there’s tons and tons of online
(38:08) support that they have access to me. And
(38:11) even my own coaches will use it too.
(38:13) They’re like, “Oh man, I got this
(38:14) person. They need to work on their
(38:16) swinging volley and I don’t know what
(38:17) drills.” And it’s like I’m like, “Get on
(38:19) the vault.” So they get on the vault and
(38:22) they’re like, “Oh, it’s right there.”
(38:23) Boom.
(38:25) So there’s lots and lots of of support
(38:27) that they can access at 3:00 a.m. at
(38:30) 5:00 a.m. when I’m on vacation.
(38:34) 24 hours. Susie, it’s slightly scary. I
(38:38) have a lot of students and even some of
(38:39) my coaches, they’re like, “You’re the
(38:41) voice in my head. I hear you talk to me
(38:43) all the time while I’m playing.” I’m
(38:44) like, “That’s creepy.” That’s awesome. I
(38:46) love that. Well, so you know, you’ve
(38:49) you’ve done this now. You you’ve done
(38:51) the director, the head pro, you’ve
(38:54) played professionally. You’ve created
(38:56) the Susie Anderson Academy. So, I mean,
(38:59) like, what’s next? We’ve already talked
(39:00) about the third career. It’s not there
(39:02) yet. What’s What’s next for the academy
(39:04) right now? So, what are you looking
(39:05) forward in the next couple years?
(39:07) Um, so I’m still I’ll still continue to
(39:11) teach and support ummies
(39:14) uh because I love it. I love the PE.
(39:16) It’s it’s the people aspect. Um, but I’m
(39:19) looking uh they I’m I’m going to be
(39:23) doing some education consulting with
(39:24) PPR. Uh, for those who don’t know, it’s
(39:27) the professional pickle ball registry
(39:29) registry. We’re one of the the governing
(39:31) bodies of how the sport is taught. um
(39:35) and helping
(39:37) more. The next level up is coaching the
(39:40) coaches.
(39:42) Um and so
(39:45) running more of those workshops, helping
(39:47) develop more more content um with PPR.
(39:52) And so that’s kind of my next adventure
(39:54) into being creative and developing more
(39:58) um to help the pickle ball community on
(40:01) how to learn and how to play better. And
(40:04) so, you know, taking some more roles
(40:06) there and not to like toot my own horn,
(40:09) but I I they I was the PPR the 2025 PPR
(40:12) pro of the year. So, just a bigger
(40:14) bigger Wow. Yeah. So just a bigger a
(40:18) bigger role with PPR in the in the
(40:20) future is kind of you know where I’m I’m
(40:23) looking um
(40:26) but you know more consulting with them
(40:28) at the time you know you know at this
(40:30) time as we move forward but looking more
(40:32) on education educating coaches as much
(40:34) as as players. Well congratulations. I
(40:37) did not know that. It’s welld deserved
(40:39) for sure. Every time I turn on social
(40:41) media and PPR you’re there. So it’s
(40:43) awesome. Um, you know, Court Reserve, we
(40:45) deal with a lot of clubs. There’s a lot
(40:47) of entrepreneurs in the world now. They
(40:49) all want to open up a pickle ball club.
(40:51) They all just see the money, right? And
(40:54) then, you know, what we want to do is
(40:56) help educate people because you got all
(40:57) these public park social players. And
(41:00) how do you see in the next coming years
(41:03) that these clubs and franchises are
(41:06) going to kind of change the way pickle
(41:08) balls played? Because 20 years ago there
(41:10) there wasn’t really a pickle ball club
(41:12) out there. Now they’re a lot. They’re
(41:14) almost everywhere.
(41:16) They are. Um,
(41:19) and it’s always as as I’ve as I’ve seen,
(41:22) you know, we’ve even had clubs, you
(41:24) know, come and go already here in Utah.
(41:27) And it’s that fine balance of the
(41:30) passion for the sport and actually good
(41:32) business sense of finding that balance
(41:35) to make the club successful. I think um
(41:38) it’s been shocking to a lot of people um
(41:42) opening clubs how um we’re going to call
(41:45) it nice how frugal pickle ball players
(41:47) are. Yes, good word. Uh
(41:52) so that was my that was my professional
(41:55) label for that. Um
(41:58) pickle ball players while yes there’s a
(42:00) lot of money in pickle ball, they’re
(42:02) interesting on how they spend their
(42:03) money in pickle ball. And I think it’s
(42:05) still because, you know, it’s the wild
(42:07) west and there’s so many public courts
(42:09) still available. Do you know what I
(42:10) mean? And but I think the biggest thing
(42:14) in growing these clubs as we move
(42:17) forward is it’s it’s it you’re creating
(42:19) an experience. You’re creating a
(42:21) community. That is what they are drawn
(42:23) to. That is what they will pay money
(42:25) for. and and and that’s that’s what
(42:29) separates the successful clubs from the
(42:32) ones that don’t do as well is is paying
(42:36) attention to their community. Have your
(42:38) front desk needs to know the names of
(42:39) the people. Interact with the people. I
(42:42) want I want players after they’ve left
(42:44) my court to feel like they’re my friend,
(42:46) not just my student. Um,
(42:49) and and that’s that’s I think the really
(42:52) the the secret sauce to making these
(42:54) clubs successful
(42:56) is
(42:57) really building the experience in the
(42:59) community and making sure that you’re
(43:01) doing it in a business smart way.
(43:06) It’s not double down on making your your
(43:09) club the fanciest club because remember
(43:12) pickle ball players are frugal. So,
(43:15) there’s always that that fine balance as
(43:18) these clubs move forward with success is
(43:20) keeping all of that in mind. Um, I think
(43:24) it’s going to be exciting to see where
(43:26) this goes. I mean, I think everybody’s a
(43:28) little bit on pins and needles. It’s
(43:30) like, are we going to be like raetball
(43:31) that we’re going to boom and then
(43:32) fizzle? You know, are we the next frozen
(43:35) yogurt shops? Do you remember when
(43:36) frozen yogurt shops were popping up
(43:38) everywhere and now there’s not as many
(43:40) frozen? I I really hope that’s not our
(43:42) case. I hope that we continue with a
(43:44) beautiful long journey like tennis has
(43:48) um you know and other sports and I think
(43:49) we can because there’s so much community
(43:52) in this game but that’s the key is the
(43:56) community the accessibility
(43:58) keep that that’s that’s pickle ball at
(44:01) its truest right um not elitist in any
(44:06) way and and I think that’s the biggest
(44:08) focus as we grow and we want to continue
(44:12) because at the end of the day, abundance
(44:14) mentality, right? There’s enough pickle
(44:15) ball players for everybody. Oh, yeah.
(44:17) For sure. Yeah. It’s how you do it. For
(44:20) sure. So, I was watching a match the
(44:22) other day and of course, you know,
(44:24) tennis versus pickle ball because I I
(44:26) still play a lot of tennis as well. And
(44:28) I was watching and every time I I
(44:29) watched whether they had a good point, a
(44:31) bad point, whether they needed
(44:33) encouragement or just needed somebody to
(44:35) yell at, they were always like looking
(44:36) up in their box, right? They had this
(44:38) box of people, this section of people
(44:39) that was their coaches and their family
(44:41) and everything. Who is in Susie
(44:44) Anderson’s box right now? Who’s in my
(44:48) box? Um, well, I got a husband and two
(44:51) great kids that cheer for me. Um,
(44:54) and I’ve got uh so um but yeah, they
(44:59) they put up with all my crazy ideas um
(45:02) and my crazy hours on court. Uh
(45:07) but um probably one of my biggest
(45:09) motivators. It’s going to be all
(45:10) sentimental, but my mother
(45:12) uh is is probably my biggest motivator.
(45:15) She’s in my box, but she’s in my box
(45:17) from heaven cuz she passed away when I
(45:19) was 14, but she was my biggest
(45:20) cheerleader as a kid growing up uh
(45:23) playing tennis. And so there’s always
(45:25) this little piece of me that’s like make
(45:27) mom proud. Um, and I know she’s in my
(45:30) box, but it it’s great to have the
(45:31) support that I have at home with my
(45:33) husband and my and my kids. Um,
(45:37) so my son loves to brag to everybody.
(45:39) He’s at the US Coastg Guard Academy
(45:41) that, you know, cuz they have pickle
(45:43) ball as an elective and they have a
(45:45) pickle ball club at the Coastg Guard
(45:46) Academy and so, you know, they’ll bring
(45:49) it up and and he’s like, “Yeah, well,
(45:52) let me tell you about my mom.” And
(45:54) they’re like, “Whatever.” And he’s
(45:55) they’re like, “What’s her name?” and
(45:57) they they Google me and I show up and
(46:00) they’re like, “Is this your mom?” And
(46:01) he’s like, “Yeah.” And he looks just
(46:03) like me, so it helps. So, that’s
(46:06) amazing. It’s kind of cool to have my
(46:08) kid that I think is so amazing at the
(46:10) Coast Guard Academy actually bragging
(46:11) about his mom that’s pretty good at
(46:12) teaching people how to hit a plastic
(46:14) ball. That’s awesome. I love it. I love
(46:17) that. That’s awesome. All right. So, if
(46:19) somebody needs help with their club, if
(46:21) somebody wants to create an academy, if
(46:23) they want to teach or train their own
(46:25) coaches, how do they get a hold of you?
(46:27) How do they reach out to you? How can
(46:29) they get your advice and help?
(46:31) Absolutely. So, I dropped it in the
(46:33) chat. Um, you can find me at
(46:35) suzieandersonacademy.com.
(46:38) Um, if you go slashcoaching,
(46:41) uh, but if you just go to
(46:42) suzieandersonacademy.com,
(46:45) uh, you’ll see me there. Uh, but yeah,
(46:47) here’s the coaching page. If you scroll
(46:49) down, you can go to clubs and
(46:50) facilities. Um, you can click on there
(46:53) and I do give a free 30-inute
(46:55) consultation. Um, just to let you know
(46:58) how I support, you know, more in detail
(47:00) how I support clubs, what your needs are
(47:02) as a club. I offer full lensure of my
(47:06) curriculum and coach training as well as
(47:09) I do offer just plain consultation
(47:12) hours, too. If you’re like, we don’t
(47:13) want to buy all in on, you know,
(47:14) curriculum, but we would really love
(47:16) some help and some of your expertise, I
(47:17) also am available
(47:19) just on a consultation basis as well.
(47:21) But I love to help clubs grow. Um, I
(47:24) think that’s one of the greatest ways
(47:25) that I can help influence even further
(47:27) than just my little sphere in Utah and
(47:30) the sport that’s brought so much just
(47:33) vibrance to so many lives. I just I love
(47:36) it. All right. Well, before we go, we
(47:38) have a couple of questions. Uh, of
(47:40) course, we’re going to record this
(47:41) today. We’re going to put it up on
(47:42) YouTube and then you guys um can see it
(47:45) on the court reserve YouTube channel. Um
(47:47) there’s a great question here actually
(47:49) for you. What certification
(47:51) um when you talk about certification? We
(47:54) talked about the PPR certification. What
(47:56) should the pros have and how do they get
(47:58) it? Do they have to go online? Do they
(48:00) have to go in person? Like how do they
(48:01) get certified? Perfect. So,
(48:05) um, they have there’s IPA,
(48:07) there’s PCI, and there’s PPR, and RPO. I
(48:11) believe there’s four. Now, um, I can
(48:15) tell you what it takes for PPR. PPR, you
(48:19) uh, you go to PPR, uh, pickleball.org.
(48:22) You can sign up for a workshop. You have
(48:24) to become a member of PPR and you have
(48:26) to sign up for a workshop. Um, you’d
(48:28) start with level one. Level one is uh 3
(48:32) hours online and then eight hours on
(48:33) court with a coach developer like me. Um
(48:36) and then you you know we grade you.
(48:38) There’s three different levels that you
(48:39) could be graded at. Um
(48:42) and then the other nice thing through
(48:44) PPR is if you get certified through PPR,
(48:47) you can pay it’s like 70 bucks a year to
(48:50) get this enormous liability coverage.
(48:52) It’s this big umbrella policy for
(48:54) everybody. And so that’s just great. A
(48:56) lot of the clubs like you to have your
(48:57) own liability. Um, and so that’s just
(49:00) one of the great benefits of PPR. But
(49:02) that’s what a certification would look
(49:03) like is that there’s usually an online
(49:05) and an in-person portion. I believe PCI
(49:08) is all online. Um,
(49:11) I like an in-person piece to it. I think
(49:14) there’s a little more depth to the
(49:16) learning. Um, like I said, I’m biased
(49:18) towards PPR. I’m not knocking on anybody
(49:20) else. I’m just saying I have a favorite.
(49:23) Um
(49:24) um I also think that Sarah Ansbury,
(49:26) who’s built out PPR, is one of the best
(49:30) educators in the sport. Um and uh but
(49:35) yeah, that’s that’s what certification
(49:36) is is going to look like is they’ve got
(49:38) to take a workshop. Now, if you already
(49:40) have coaches and you would like to get
(49:42) them certified, you can contact PPR. You
(49:45) can host a workshop. You’ll get you’ll
(49:47) get a free for the court time. you’ll
(49:50) get a free um registration for the
(49:54) workshop for one of your coaches. Um but
(49:56) we can come out and actually you can
(49:58) host you a workshop at your facility and
(50:01) and we can train your coaches there as
(50:02) well. Yeah, we did that at Old Coast
(50:04) Pickle Ball uh last year actually. We we
(50:06) held a certification um and it was great
(50:08) and and I mean it’s great because then
(50:11) you know that your local coaches also
(50:13) are going to come and they can check out
(50:15) your club, your players know about it
(50:16) because it’s on the calendar. So, um,
(50:18) there’s another question about that. Any
(50:20) thoughts on the IPA certification? Do
(50:24) you know anything about that
(50:24) certification?
(50:26) I do know some about it. Um, my
(50:32) I I don’t know a lot about it. I have
(50:35) trained coaches that are using my
(50:37) lensure that have done an IPA and that
(50:41) um and it they teach a little
(50:45) differently and
(50:48) I do have some concerns if it’s as
(50:50) modern of a version of teaching as we
(50:53) teach in PPPR. Like I said, I’m biased.
(50:56) This isn’t meant to be We’ll leave it at
(50:58) that. Meant to be a slam.
(51:01) All right. Uh a couple other questions.
(51:04) Do you let coaches work at different
(51:05) clubs besides your own?
(51:08) Um, yes.
(51:11) However, in our coaching contract,
(51:13) because we provide curriculum for them,
(51:15) the curriculum does not go anywhere
(51:18) else. They sign that in their coaching
(51:19) contract. We also have a piece in their
(51:22) coaching contract that any studentclient
(51:26) that they gain from interaction at our
(51:30) club and teaching at our club remains a
(51:34) client or student of Club Pickle Ball
(51:36) USA for I can’t remember if it’s 18
(51:38) months or two years after that coach
(51:40) were to leave. Um, so we had it, we
(51:44) didn’t have that written in our
(51:45) stipulation at first, and we had coaches
(51:47) that would come, cuz we’re in Utah,
(51:48) they’d coach all winter long, and then
(51:50) they’d take all their students outside
(51:52) to the public courts. We had that happen
(51:54) a couple of times, and so we altered our
(51:57) um coaching contracts because as the as
(52:01) the club, you’re investing um in them
(52:05) and some loyalty back. We we thought it
(52:09) was a little more given than it was, so
(52:11) we put in writing. Yeah, for sure. But I
(52:13) don’t have a problem with coaches
(52:15) coaching elsewhere as long as the you
(52:19) know, like we provide curriculum that is
(52:21) that is for use only at our clubs. Um
(52:25) you can lock them in if you want. It
(52:27) just it varies kind of club to club. All
(52:30) right. All right. And so the last
(52:31) question that we have, unless we get any
(52:33) more, do most clubs let their pros play
(52:36) in open plays and court bookings for
(52:38) free?
(52:40) Um,
(52:42) so we with our coaches, they start at a
(52:48) membership level where they don’t have
(52:50) to pay the membership fee, but so we
(52:52) have
(52:55) but they still have to pay for court
(52:57) time. I still pay for court time. I’m
(52:59) the head teaching pro. I still pay for
(53:00) my court time. If I go play in the 40
(53:05) round robin, I’m not a 40. The reason
(53:07) I’m playing in a 40 round robin is to
(53:09) market myself as a coach.
(53:12) I don’t play I don’t pay. It’s only five
(53:15) bucks, but I don’t pay to play in that
(53:17) roundroin because I’m there to market
(53:19) myself. Um but um our coaches do get
(53:26) some member benefits. If they are
(53:29) teaching a certain level of volume, they
(53:32) get higher member benefits. So they get
(53:35) the lower court fees. You know, we have
(53:39) a we have different tiers of our
(53:40) membership. So they get rewarded based
(53:42) on their volume. Um you give us more, we
(53:46) give you more. That’s the secret sauce
(53:49) right there. That’s awesome. Motivation,
(53:51) baby. That’s right. Well, thank you so
(53:54) much for joining us. I hope that you
(53:55) guys have enjoyed uh just as much as I
(53:58) have today. We’ll put this up on the
(54:00) YouTube uh channel for court reserve.
(54:02) And if you want to know more about Suz’s
(54:04) Academy, you can click the link we put
(54:05) in the everyone channel or reach out to
(54:07) us at supportcourtreserve.com.
(54:09) Thanks, Susie. Thank you. See you later.
(54:12) Bye. Bye. Bye.
Pickleball Coaching That Scales: Lessons from Club Pickleball USA
Video Transcript
(0:01) Hello everyone and happy summer. I can’t
(0:03) believe it’s already almost June. My
(0:05) name is Ashley. I’m with Court Reserve.
(0:08) We are so excited about this webinar.
(0:10) Mark, I am so excited because our
(0:13) relationship with Swiss just keeps
(0:15) getting better and better and better.
(0:16) Welcome Mark from Swiss and Oswin from
(0:19) CR uh on our webinar today. Uh Mark and
(0:22) Oswin, thanks for joining us. I’m going
(0:24) to go over a few announcements while we
(0:26) have a couple more people jumping in the
(0:28) room and uh just really again excited
(0:31) for this wish webinar today. One of the
(0:34) important things that we try and do at
(0:35) court reserve is support our clients
(0:38) well and so we have extended our live
(0:40) chat support hours. Uh we are now live
(0:43) chat support 5 to 8:00 pm Eastern
(0:46) Standard Time. that gives our West Coast
(0:49) um support um and our clubs on the West
(0:51) Coast even greater um chance to live
(0:54) chat with our team as well as weekends
(0:57) live chat support Saturdays and Sundays
(0:59) now uh from 9:00 to 5. I’m really glad
(1:02) that we’re able to do that. We’ve hired
(1:04) some incredible folks um at Court
(1:06) Reserve over the last six months um just
(1:08) to do West Coast and weekend hours. So,
(1:10) super great news um from that end. And
(1:14) then I know Mark, your team is going to
(1:16) be at Mastermind as well as the court
(1:17) reserve team, uh, club pickle ball. If
(1:20) you are a pickle ball club, uh, I highly
(1:22) recommend coming out to mastermind.
(1:24) We’re gonna be there. You guys are going
(1:26) to be there. And it’s really just an
(1:28) amazing event to learn so much about the
(1:31) pickle ball industry, how to run your
(1:34) club, how to set your clubs up, what’s
(1:35) the best practices, and then month after
(1:38) month, Devin and his team, they do Zoom
(1:40) calls, and our team gets so much out of
(1:42) that just from an Old Coast uh pickle
(1:45) ball standpoint. So, that is a great um
(1:47) organization and a great time to be
(1:49) together in Utah. Uh, but I’m really
(1:52) actually even more excited that we are
(1:54) announcing today our two new Catalyst
(1:57) tour stops. So, Court Reserve Catalyst
(2:00) is our user conference. Uh, our next two
(2:02) stops are going to be uh in September
(2:05) out on the West Coast and then out on
(2:07) the East Coast. So, you can actually go
(2:09) to courteserve.com and look up the
(2:11) Catalyst Tour. I’ll put that link in our
(2:13) chat box today. Uh so that if your team
(2:15) is interested in supercharging your
(2:16) court reserve platform, doing more with
(2:19) court reserve because let’s be clear,
(2:20) how many of us have an iPhone? I have an
(2:22) iPhone and I probably used 20% of it
(2:25) since I bought it and set it up. So come
(2:27) to Catalyst. It’s one day. It’ll be well
(2:30) worth it. So hi Mark.
(2:34) Hello Ashley. Thank you so much for
(2:37) having me. Thank you so much to the
(2:38) entire court reserve team as well. This
(2:41) is uh this has been long in the waiting.
(2:43) Um and it’s just fun to kind of look
(2:45) back and see uh the whole timeline of of
(2:48) just friendship and API partners and
(2:50) everything. And so it’s this is an
(2:52) exciting moment for the Swiss team. So
(2:54) we appreciate you guys hosting this.
(2:56) Absolutely. Well, you know, we’ve been
(2:58) working on this for quite some time. We
(2:59) always tell people it’s coming and now
(3:01) it’s here. Um, and so Mark, there’s
(3:04) probably some folks, not just pickle
(3:06) ball, but tennis and all of our other
(3:08) clubs that may not even know what Swiss
(3:10) is. So, give us a little info.
(3:13) Absolutely. So, Swiss is software for
(3:17) running your club programming and that
(3:20) encompasses the entire spectrum of
(3:22) programming, whether it’s a large, you
(3:24) know, three 500 person tournament or
(3:26) just a small 500 person tournament. So,
(3:29) tournaments, uh, leagues as well.
(3:31) leagues are really becoming one of the
(3:33) most um popular and important parts of
(3:35) running a good club. So ladders and
(3:38) partner leagues, uh individual leagues,
(3:40) and then even just small programming
(3:42) events like a round robin, you know,
(3:45) eight person duper mixer, come get a
(3:47) duper rating on the pickle ball side and
(3:49) in paddle they call those Americanos,
(3:52) right? King of the court. So the entire
(3:54) spectrum of club programming from small
(3:57) just infrequent round robins, king of
(3:59) the court to ongoing multi-week leagues
(4:03) to tournaments um and everything in
(4:05) between. So that’s what Swiss does. And
(4:08) and to be even a little bit more
(4:09) specific, we’re talking about the
(4:12) scoring, the court assignments, the
(4:14) leaderboards, the stats, everything that
(4:16) might encompass that. So if you were to
(4:18) go and join a a 20 person latter league
(4:21) at a club, be it for tennis, pickle
(4:23) ball, paddle, rack, whatever the sport,
(4:26) you could take 20 names. Actually, you
(4:28) don’t have to do this. The the API, I
(4:30) won’t spoil it, but the API will do all
(4:31) this for you. And Swiss will put 20
(4:34) names into different court assignments
(4:36) of the ladder. You record your scores in
(4:38) Swiss. It gives you the leaderboard. If
(4:40) it’s a ladder, it shuffles people up and
(4:42) down depending on whether you win or
(4:44) lose. And that’s true whether this is a
(4:46) tournament bracket, latter league, or
(4:48) anything in between. Well, I know at Old
(4:51) Coast Pickle Ball, we we did the old
(4:53) Swiss way before the court reserve
(4:54) integration where you would have to put
(4:56) all the names and all the duper numbers
(4:58) and all that great jazz in there. And
(5:00) now what we have done is made
(5:03) time-saving efforts for the club and the
(5:05) administrators and the instructors
(5:07) because now everything can flow through
(5:09) court reserve and they can basically hit
(5:10) a button. Um, and so I know Oswin, if
(5:13) you want to go ahead and start pulling
(5:14) up your screen. Um, Oswin’s actually
(5:17) gonna kind of take us through what it
(5:19) looks like in court reserve. And then,
(5:21) um, this, of course, is going to be
(5:23) recorded. We’re going to throw this up
(5:24) on the court reserve YouTube channel for
(5:26) you guys to watch later, as well as if
(5:28) you have questions, I can’t imagine
(5:30) anyone would have questions, but if you
(5:32) do, put them in the Q&A because that
(5:35) allows us to kind of answer your
(5:36) questions and we’ll do those as we go
(5:38) through. So, Oswin, let’s go.
(5:41) All right, so we’re going to go over a
(5:43) couple of things regarding the Switch
(5:44) integration. First, it’s only available
(5:46) right now on our tiered pricing plans.
(5:48) Um, if you’re on our tiered pricing
(5:50) plans for the start and grow, the Switch
(5:52) integration is about $25 as an add-on.
(5:54) And if you have the scale and enterprise
(5:56) plan, it is included. The first thing
(5:58) you’re going to want to do is you’re
(6:00) going to want to head over down to your
(6:01) settings page, down to your additional
(6:03) features. Click on that, and then
(6:06) towards the bottom here, you’re going to
(6:07) see the Switch integration. Once you’ve
(6:09) clicked this box, you can hit setup or
(6:11) you can head alternatively to the page
(6:14) uh down at the bottom here and see the
(6:16) Swish icon that’s now appeared. Um
(6:18) either way will get you there. Once
(6:20) you’re in there and you’ve gone through
(6:22) the Swish setup process, you’ll have an
(6:24) API key and you’ll have a location based
(6:26) on where you are geographically. Uh if
(6:28) you have any issues with the location
(6:30) ID, you’re going to be able to email
(6:32) with the Swiss support staff and they’ll
(6:34) be able to get you all set up and fixed
(6:36) there. That’s pretty much all you need
(6:37) to do on the court reserve side to get
(6:39) the switch integration set up. Once
(6:42) done, you’re going to be able to head to
(6:44) any of your events. And as long as
(6:46) there’s one or more registrant on the
(6:48) event, you’re going to see a new button
(6:50) when you’re looking at any individual
(6:52) date. Whether this is a full event
(6:53) registration or a um dropin event
(6:56) registration, you’re going to be able to
(6:58) do this. So, we can see here I’ve
(7:00) clicked on one and I have some
(7:02) registrants here and I have no
(7:04) registrance here. So, we’re going to go
(7:06) to the May 28th one that actually has
(7:08) some registrance, and you’ll see a sync
(7:09) to switch button is now available. Uh,
(7:12) previously, you won’t have that. If we
(7:13) have no registrance on it, you won’t see
(7:15) it. So, if you’ve done this once before
(7:19) uh with a particular event date, you’re
(7:21) going to have an additional option here
(7:22) with action type and a Swiss game ID. If
(7:26) you’ve never done it before, you’ll
(7:27) simply see no action type and game
(7:29) format only. Um, when you have the game
(7:32) format only, you’ll have a drop- down
(7:33) list where you can select from various
(7:35) options that we sync from court reserve
(7:37) over to Switch. Now, for short
(7:40) descriptions on each of these, you can
(7:42) still view these not on the court
(7:44) reserve side, but on the Switch side,
(7:45) you can simply click create game on the
(7:48) Switch side, and you can see the
(7:49) standard game or league game formats.
(7:52) And when you click on these, it’ll give
(7:53) you a brief description of those
(7:55) particular items.
(7:57) So, we’re going to actually just sync a
(7:59) new one here so you can see what it
(8:00) looks like. Uh, we’re going to sync a
(8:02) regular one and we’re going to sync a
(8:03) league one and then we’ll get into a
(8:04) little bit of what it looks like once it
(8:06) syncs. So, we’re going to do a regular
(8:08) rotating partner round robin to start.
(8:11) All we have to do is hit this
(8:14) button and a couple of seconds later it
(8:16) populates over here on the right hand
(8:18) side rotating partner round robin and
(8:20) you can click into this. Now, from here
(8:23) is pretty much all switches domain. Uh,
(8:26) but you can have people join uh via
(8:28) either the QR code, via text, you can
(8:30) invite people um and is like as the
(8:33) owner, if I’m part of this particular
(8:35) league, I can click join game, select on
(8:37) my
(8:38) name, and I’m good to go and I’m right
(8:40) in there. You can also add it to my
(8:42) calendar. Um, so that’s what a regular
(8:45) one looks like. We head back or before
(8:48) we head back actually, we can take a
(8:49) look. You can edit some options into the
(8:51) game like turning on the duper section
(8:54) of it which a lot of folks will want to
(8:55) do. Uh it’s note everybody must have
(8:58) their accounts linked. They need to be
(9:00) joined appropriately in order for it to
(9:01) actually sync to
(9:05) duper. And let’s go ahead and show what
(9:08) syncing a league looks like. So you’ll
(9:10) see something like this upcoming
(9:12) leagues. And it’ll break it down a
(9:14) little bit differently than the
(9:15) individual game date. And so I’m going
(9:17) to go ahead and I’m going to delete this
(9:19) one. And I’m just going to reync the
(9:21) same exact one but as a league
(9:27) instead. So if we do a league rotating
(9:30) partner round robin and we sync this
(9:32) over, it’s going to populate over here
(9:34) and we can see the name is the exact
(9:36) same here. We click on the details and
(9:40) then you’ll notice we have like a
(9:41) duplicate last game and a new event
(9:43) section here. Um from here you get all
(9:45) of your players names listed. You’re
(9:48) going to be able to duplicate the last
(9:50) game and copy all of those sets and
(9:53) continue out for each of your event
(9:54) dates and get all that set up in just a
(9:56) few minutes and keeping all of the names
(9:58) that you have synced over, saving you
(10:00) lots of
(10:02) time.
(10:05) And let’s see
(10:08) here. I think that’s about it that we
(10:10) wanted to show here. Yeah. Now, Oswin, I
(10:13) I do want to mention that people can see
(10:15) both court reserve and the Swiss, but
(10:17) you basically have this in two separate
(10:19) like you’re not going to see a Swiss on
(10:21) the court reserve page here. This is two
(10:24) separate uh windows that you have put
(10:26) together specifically for our demo
(10:28) today. Correct. Yes. To clarify, this is
(10:30) my cell phone. If I click back on the uh
(10:32) little button, you can see my little
(10:34) Facebook notifications. This is just me
(10:36) casting it to the screen. So, we’ve got
(10:37) our our web page up. You’ll have your
(10:39) phone on hand. Um and you’ll be able to
(10:42) go through that process. All right.
(10:44) Great. That’s great. So, currently in
(10:46) court reserve Oswin, uh folks can go in
(10:48) and they can set up to have a partner.
(10:50) Can you talk just a little bit about
(10:52) that? How they have to do that currently
(10:54) and then what’s coming? Yes. Okay. So,
(10:57) as far as setting up as a partner goes,
(10:59) one of the ways that you want to do it
(11:00) in order to sync to Swish as well, um
(11:03) and even if you were not syncing to
(11:04) Swiss, you have to build a custom field
(11:06) inside of Court Reserve. To do this, we
(11:09) can head into the actual event
(11:12) itself. And if you’ve already set up a
(11:14) custom field, way down behind the
(11:17) general info, there’s going to be a
(11:19) event registrance custom field in which
(11:21) you can select from any various custom
(11:23) fields that you may have created. Uh
(11:25) mixed partner entry, gendered partner
(11:27) entry are good examples. Once we have
(11:29) saved something like this, and I’ll show
(11:31) how to make one of those in just a
(11:33) moment, you can head over to the dates
(11:36) and look at the registrance tab. If you
(11:38) require this, uh members will have to
(11:41) select and fill out a text box field
(11:43) with their partner’s name on that. Uh
(11:45) now, you can technically register um a
(11:48) couple different ways. You can have both
(11:49) people register where you have the other
(11:51) person list the partner. You can do a
(11:54) pending approval where once both people
(11:56) have registered and they’ve listed each
(11:57) other, you can approve both of them or
(11:59) you can just say, “Hey, one person
(12:01) register, list your partner. It’s on you
(12:03) guys to show up and make sure that your
(12:04) partner’s there or your team captain
(12:06) essentially.” Um, and it’ll display in
(12:09) this particular custom field. You can
(12:11) click on it if you were to do admin side
(12:13) registration and you can simply add the
(12:15) person. So, if I wanted to add my
(12:18) partner right in here, I could save
(12:20) changes and we can hover over that
(12:22) person’s uh we just hover over it. We
(12:25) don’t have to click on it and we get
(12:26) Kiwi Canerski there listed right in. Um,
(12:29) as far as uh actually before we go
(12:31) there, how you make the custom field.
(12:34) So, under your setting sections, you’ll
(12:36) have custom fields. As soon as you click
(12:39) on one of these, you’re going to have a
(12:40) few different categories. Now the thing
(12:42) to remember is it’s the event registrant
(12:44) category and not an event field. Um so
(12:47) you want to make sure when you create
(12:48) the category it says event registrant.
(12:50) Um that’ll enable you when people are
(12:52) signing up or registering to have that
(12:54) additional box. You can force this to be
(12:56) required so somebody has to enter
(12:58) something. Um and you can show it on the
(13:02) member side. You can keep it admin
(13:03) facing only. Either or. We recommend on
(13:06) the member side uh for at least partner
(13:08) registration. So, you’ll have three
(13:11) field types. Uh, text box is all you
(13:13) need. Um, text area is a little
(13:15) excessive, but you can technically do
(13:16) it. Um, if you wanted to have everybody
(13:19) list like an MLP format, you could list
(13:22) four people out there with a text area,
(13:24) and it looks a little cleaner than a
(13:25) text box. Um, drop down’s not going to
(13:28) work for that particular one.
(13:30) As far as what we have coming,
(13:32) um we’re going to go ahead and show a
(13:35) brief look at uh at what it’ll look like
(13:38) here. Drum roll. When you go into the
(13:41) Yep. Something everybody’s been waiting
(13:43) for and something that we’re we’re
(13:44) testing on. Uh it’s pretty close.
(13:48) Drum roll on the loading is registering
(13:50) as a team. So, having this wonderful
(13:53) button in here to go in, you’re going to
(13:54) be able to click. Um, let’s actually go
(13:57) ahead and and create a new event real
(13:59) quick so we can see briefly what that
(14:01) looks like. Now, I’ve heard this is
(14:02) coming out in the July release. So, if
(14:05) all of you can just, you know, get real
(14:06) excited, we got a countdown going on.
(14:08) So, so once we have the uh register team
(14:11) button turned on, we have the max teams
(14:13) and the max registrance per team. So,
(14:15) you can adjust this uh accordingly. and
(14:19) then how registration will work a little
(14:21) bit from there. The registration window
(14:22) is going to look a little bit different,
(14:24) but uh we’ll go ahead
(14:27) and get something written real quick.
(14:31) I’m not going to fill out as much as
(14:33) possible. The date would be important
(14:38) though. All right, let’s
(14:42) see. So, now that we have something like
(14:44) this, when we go to register, we’re
(14:46) registering teams now. So, we can go
(14:49) ahead and put
(14:52) in Oswin and we’ll go ahead and do Kiwi
(14:56) here. And we can see my team player
(14:58) maximum has been met. And so, this is
(15:00) just the admin side. Of course, it’s not
(15:02) the player side. Uh players will receive
(15:04) a similar thing when they register. They
(15:06) can register as a
(15:07) team. And so, that goes through and
(15:10) you’ll see we have teams here listed and
(15:12) team one. So, like we can continue to
(15:14) register team one, team two, team three,
(15:16) etc. depending on our events um setup
(15:19) and how many teams we’re allowing and
(15:20) how many players per team. If we don’t
(15:23) have somebody or if we need to change
(15:24) somebody real quick, let’s say I send a
(15:26) cancellation uh to one person here, I
(15:29) can still add a partner in here right
(15:31) after that with a quick little UI
(15:33) button, choosing the next person and
(15:35) registering them to that team. Now,
(15:37) again, that is not out yet, folks. That
(15:40) is not ready yet. You will not see that
(15:42) in your core reserve account yet. So,
(15:44) that is coming in July. Um, but right
(15:46) now in order to do team base, you would
(15:48) still need to do the custom field like
(15:49) Oswin showed us earlier. So that is
(15:52) fantastic. So thank you Oswin. Uh,
(15:55) absolutely. So Mark, uh, anything we
(15:57) missed before we answer this multitude
(15:59) of questions?
(16:02) Uh, great great question. Well, first I
(16:04) would just jump in and say that uh
(16:06) team-based registration is going to be
(16:08) incredible and not only from the Swiss
(16:10) side of things, we offer a lot of
(16:11) team-based formats and so um when that
(16:14) goes live in court reserve, you know,
(16:16) Swiss is going to be one of the big
(16:18) beneficiaries of that because that’s
(16:19) going to sync up really well. So, props
(16:22) to your guys’ team. I believe you guys
(16:24) are really pioneering all of the
(16:26) software system and having team-based
(16:28) registration. Very exciting. Um, and
(16:31) then actually I would just say to to
(16:33) finish on Swiss’s side of things, it’s
(16:35) very simple. Um, we’ll answer a lot of
(16:37) questions, but I’ I’d just reference
(16:39) people to our website,
(16:41) swishportsapp.com. Um, our pricing tiers
(16:44) are all all publicly displayed on our
(16:46) website, our support line, so you can
(16:48) reach out if you have questions or if
(16:49) you want to get started or see the
(16:50) pricing, that’s all available on our
(16:53) website as well. So, anyone can uh
(16:56) rewatch this video recording or go right
(16:58) there for more info. All right. So, I
(17:00) think there’s a big question. What about
(17:03) duper? Mark, I feel like the ease of how
(17:06) this is going to flow into duper. Talk a
(17:08) little bit about what that looks like
(17:09) right now. Yeah, absolutely. I saw some
(17:12) questions on that as well. So, there
(17:13) there’s a lot of really cool um
(17:16) functionality in this court reserve and
(17:18) switch API as it pertains to duper. So,
(17:21) I’ll probably hit three or four
(17:22) different questions and one answer here
(17:24) that I saw. Um, so first first question,
(17:27) someone they had a good question. They
(17:28) said, “When I sync from court reserve to
(17:30) swish, I don’t always see if it’s a
(17:32) duper or non-duper game in Swish.” Um,
(17:35) so the answer to that is it doesn’t
(17:37) matter if you sync it as a duper or
(17:39) non-duper game because we just launched
(17:42) two or three weeks ago a feature where
(17:44) in Swiss you can edit the game or the
(17:47) whole league from duper to non-duper
(17:49) seamlessly. So don’t worry if you feel
(17:51) like you didn’t sync it right. You can
(17:53) just go right into Swish and turn a
(17:54) non-duper game into a duper game or vice
(17:58) versa. Um so there’s great flexibility
(18:00) there. The next thing is a lot of people
(18:03) uh on this webinar have probably typed
(18:06) in sixdigit duper IDs a couple or maybe
(18:10) not a couple maybe a lot of times when
(18:11) setting up duper rated games. That’s not
(18:13) always the easiest thing because it’s
(18:15) like
(18:16) wxq59 you know whatever it is. So, the
(18:19) way this API works is um if players have
(18:23) their duper account linked to court
(18:25) reserve, which is an integration I know
(18:27) that’s available. Um say you have a 16
(18:30) person duper rated roundroin. 16 people
(18:33) sign up and pay on court reserve.
(18:35) They’re their duper is all linked to
(18:37) their court reserve account. When you
(18:39) click that sync with swish that Owen was
(18:41) showing, it will send over the names and
(18:44) the duper ids of those players, which is
(18:47) really nice. So, you open up Swiss and
(18:49) you’ve got all 16 players entered and
(18:52) their duper IDs. Uh, that’s a huge
(18:54) timesaver. If somebody didn’t have, for
(18:57) whatever reason, their court reserve uh,
(18:59) and duper linked up, it’ll highlight
(19:01) them and switches orange saying, “Hey,
(19:03) spot check this one person.” And then
(19:05) you could go and fill in the gap right
(19:07) in Swish, which is also nice. Um, so
(19:10) that’s great. And then the last uh piece
(19:12) of functionality that I would uh mention
(19:15) is a lot of clubs who have used Swiss
(19:18) are used to having their players scan a
(19:20) QR code to check in, if you will, when
(19:23) joining an event. So if I walk into a
(19:25) club and I’m one of those 16 people
(19:27) playing in a roundroin, I’d scan the QR
(19:30) code and I’d claim my spot and now I’m
(19:32) good to go. Well, now we can use duper
(19:35) IDs as as a unique identifier. So, when
(19:38) your club manager hits sync with Swiss,
(19:41) if you have your duper linked to court
(19:42) reserve and Swiss, it puts your profile
(19:45) right into the game. You don’t even need
(19:46) to scan that QR code. You could walk
(19:48) into the club, open up Swish, and you’re
(19:50) already in the game ready to view your
(19:53) court assignment and and go play. So,
(19:55) lots of exciting things on that end.
(19:57) Very good. Okay, so let’s just go
(19:59) through here. I’m just going to read the
(20:01) question out loud and then we’ll figure
(20:02) out who’s going to answer it. How’s
(20:03) that? Um, let’s see. We would love to
(20:05) have external sign on capabilities from
(20:07) court reserve. It would make our member
(20:09) experience much smoother. Um, I’ll add
(20:12) it to the idea board right now. That’s
(20:15) awesome. All right. Is there a way for
(20:17) admins to operate Swiss from a
(20:20) desktop? Great question. So, we just
(20:23) started releasing the first of many
(20:25) desktop features on Swish. So, something
(20:28) that if you’re already a Swiss client,
(20:30) you probably saw last month, our club
(20:32) portal. This is kind of what we’re
(20:34) calling our desktop um side of things.
(20:37) So, we just launched the club portal um
(20:40) that has right now limited desktop
(20:41) features, but you can manage all of your
(20:44) club info. You can use all of our uh
(20:47) team member and group functionality
(20:49) there. So, adding employees, adding
(20:51) groups, um you can manage your billing.
(20:54) We also have on the desktop what we call
(20:56) our Swiss Academy, which is fun. That’s
(20:58) that’s our new database of over 40
(21:00) tutorial videos. Um, there’s there’s a
(21:03) section for leagues, a section for
(21:05) roundrobins, there’s even a section for
(21:07) comedy. So, if you want some pickle ball
(21:09) or racket sport comedy, we put that in
(21:11) our tutorial videos. I’m I’m actually
(21:13) curious who’s clicked on that. But,
(21:15) anyhow, that’s that’s the initial
(21:18) desktop functionality. More will be
(21:20) coming. So, I will not promise right now
(21:22) that it’s like a desktop version of all
(21:25) of the cord assignments and brackets.
(21:26) Right now, it’s more of a limited kind
(21:28) of appetizer for desktop functionality.
(21:31) The other thing that I’d say too, and
(21:33) this is just a g a big thanks as well to
(21:35) court reserve, is most of what you would
(21:38) want to do on a desktop at this point is
(21:40) done directly in court reserve. Setting
(21:42) up an event, selecting your time, all of
(21:45) the logistics, pricing, details,
(21:47) reports. Court Reserve nails that. And
(21:50) you would do that all from a desktop.
(21:52) Once you click sync to switch, it’s
(21:54) almost better just to do it right from a
(21:56) mobile device. We always say no one
(21:58) brings their laptop to the pickle ball
(22:00) court, but everyone brings their phone.
(22:02) So, it’s kind of nice. Um, with that
(22:03) sync with Swish, you don’t even need to
(22:05) worry about typing in or setting up
(22:07) games from the mobile end because Court
(22:10) Reserve does it for you. Um, and it
(22:12) syncs right to Swish. So, there’s
(22:14) there’s the long-winded answer. That’s
(22:15) great. There’s a couple questions that
(22:17) look like there may be support questions
(22:19) about how when people are going to go do
(22:21) certain things and then, you know,
(22:23) something’s not working the way they
(22:24) want. I would encourage you reach out to
(22:26) supportcortreserve.com. Tell us what
(22:28) your issue is and then we can help you
(22:30) figure out if it’s a court reserve or
(22:32) what that functionality is and I’m sure
(22:34) we can get in touch with Mark’s team as
(22:36) well to help you guys as well. Um, don’t
(22:38) want to go down the rabbit hole today of
(22:39) fixing support issues. Um, let’s see. If
(22:42) payment is done by court reserve, can I
(22:43) still access Swiss on the website
(22:46) application? Right now it has to have a
(22:48) Stripe account. I would have Lance
(22:50) probably reach out to your guys. Uh,
(22:52) Mark, is that correct? Yep. Yeah, that’s
(22:54) great. All right, let’s see. Um, can you
(22:58) show us in settings where this is? I’m
(23:01) assuming Jason that uh Oswin, if you
(23:04) want to just quickly show uh I guess
(23:06) Yeah, I’ll pull back up.
(23:08) Yep. Make sure I can find my share
(23:11) button. There it is.
(23:15) Okay. So, where it’s located in the
(23:17) settings section for the switch
(23:18) integration is all the way down at the
(23:20) bottom here with additional features.
(23:22) You have to turn it on initially. Once
(23:24) it’s turned on, it’ll appear in order.
(23:27) So, right here, it’s a little S symbol
(23:29) with both the arrows. You can click on
(23:31) that and that’ll be your Switch
(23:33) integration setup with the API key and
(23:35) location. Yep. But you do need to have a
(23:38) Switch account as well as a court
(23:39) reserve account. And there was a
(23:41) question depending on pricing uh what um
(23:44) tiered bucket you are in in court
(23:46) reserve depends on whether you pay the
(23:48) $25 a month for it at court reserve or
(23:50) whether it’s included. And if you’re on
(23:51) court reserve legacy pricing, you do
(23:53) need to be on one of those new tiered
(23:54) plans in order to turn on Swiss. And
(23:57) then Mark’s pricing page, I have put the
(23:59) link out in the everyone chat, uh,
(24:02) swishportsapp.com. Their pricing is
(24:04) there. And then if you have more
(24:05) questions about pricing, then you can go
(24:06) directly to Swiss uh, for that as well.
(24:09) All right, let’s keep
(24:12) going. If you have a Swiss account, do
(24:15) you need to create a new one? I would
(24:17) say probably not. Correct, Mark? You do
(24:20) not. We can just essentially give admin
(24:23) status if you want to sign up for your
(24:24) club. Yeah. So, it’s simple transition.
(24:27) Okay. Uh Vicki said, “Is there a limit
(24:29) of how many events you can have going?”
(24:32) No, there’s not a limit of events. Uh
(24:34) correct, Mark. That’s also correct on
(24:37) the Swiss side of things. Unlimited.
(24:39) Okay. Let’s see. How compatible is Swiss
(24:42) and Court Reserve with gym classes like
(24:44) yoga, Pilates, bar, and the levels of
(24:48) each? Uh well, I’m I’m not sure that
(24:51) that really is going to do the same
(24:53) thing. I mean, court reserve, we’re
(24:54) going to handle all the registration for
(24:55) those fitness classes um with levels,
(24:58) but as far as like competition, unless
(25:00) unless yoga and Pilates is now a
(25:02) competition. Mark, do you have anything
(25:04) for that? Uh not that I’m familiar with,
(25:08) but maybe I should learn a little bit
(25:09) more about that world.
(25:12) No, that think think of Swiss as
(25:14) anything where you would want any type
(25:16) of recording a score or having matchups.
(25:19) You don’t even have to record scores.
(25:20) Sometimes people just like the, you
(25:22) know, the the algorithm generator, they
(25:24) do it friendly mode. So, anything that
(25:26) has matchups, some sort of scoring, a
(25:28) leaderboard or a skill level, that’s uh
(25:30) for any sport, that’s where where we
(25:33) shine. All right. So, this is not just
(25:35) for pickle ball. Swish for tennis. Can
(25:37) it flow into something similar to duper?
(25:40) So, do you have any ratings specifically
(25:42) within Swiss for tennis?
(25:45) Yeah, great question. So, we have tennis
(25:48) ratings coming probably around fall. Um,
(25:51) so that’s it’s already in the works. Uh,
(25:53) coming this summer will be um WPR,
(25:57) formerly Red Paddle. So, for any of the
(25:59) the paddle clubs out there, that’s
(26:01) exciting. That one’s going to be done uh
(26:03) pretty soon. And then tennis
(26:04) integrations will come as well. Um, and
(26:07) I guess this is probably a good time to
(26:09) touch on a few other tennis uh features
(26:12) as well because we we do get a lot of
(26:14) tennis um questions. Um, one of the
(26:17) features that we released beginning of
(26:19) the year is team team leagues. And when
(26:23) I say team, this is different than just,
(26:26) you know, doubles like doubles partners.
(26:28) A lot of tennis clubs uh love to do
(26:32) teams where you have lines of doubles
(26:34) players. I know this is USADA does some
(26:37) similar things, right? This is just very
(26:39) popular in tennis where you could have a
(26:40) a four doubles line team league and you
(26:44) even play against other clubs. They’re
(26:46) really fun. You have rosters. So, you
(26:48) might have a a roster of 16, you know,
(26:50) ladies in a in a doubles league. That’s
(26:52) one of the new features that we have on
(26:54) Switch. We call it our custom team
(26:55) format. So, if you’re on the tennis side
(26:58) of things, I just want to highlight that
(26:59) for you right now. Um, these team
(27:02) leagues are very popular. you know,
(27:04) pickle ball has started to kind of
(27:05) follow tennis with MLP and now some
(27:07) other things, but tennis has nailed this
(27:09) for a while. Team leagues being very fun
(27:11) where you have your, you know, top
(27:13) doubles line and second and third and
(27:15) you compete against other clubs or other
(27:17) teams within your club. Um, so anyways,
(27:20) again, that’s reach out to our team for
(27:22) more details, but we want to make sure
(27:23) the other racket sports are aware of
(27:25) features we’ve been releasing for those
(27:28) functions. Absolutely. Okay. Um, so we
(27:32) had somebody ask, “Will the sync to
(27:34) switch button be added to the court
(27:36) reserve app?” And I just asked him and
(27:38) he said, “Yes, that’s a great idea. We
(27:40) will get that added to the admin app.”
(27:43) So in court reserve on the app, that
(27:44) that’ll be great. That’s great
(27:46) functionality. So great idea. Thank you.
(27:47) I can’t remember where that lives, but
(27:49) it’s somewhere here. All right, let’s
(27:52) see.
(27:54) Um, let’s see.
(27:57) Yes, you have to subscribe to Swiss um
(28:00) and court reserve for the for it to
(28:02) work. You also have to have duper turned
(28:04) on in court reserve if you want the
(28:06) duper ids to flow through Swiss and then
(28:08) to flow through to duper. Correct, Mark?
(28:11) That’s correct. Yes. Okay. Um let’s see.
(28:15) Does the $25 a month give you unlimited
(28:17) integration with Swiss? If you’re paying
(28:20) the $25 in court reserve, yes. Or if you
(28:22) turn on the Swiss in court reserve, then
(28:24) it’s giving you that unlimited
(28:26) integration with Swiss. Yes. All right,
(28:28) let’s
(28:29) see. Uh, with the last quarterly update,
(28:33) Court Reserve announced a round robin
(28:35) feature in development. Yep, we’re also
(28:37) working on that. Uh, but of course,
(28:41) Swiss has round robins as well. That’s
(28:42) why we’re talking about this today. Um,
(28:46) do you have a player view yet? If not,
(28:49) when? How can players sync their CR and
(28:52) Swiss? So players don’t have to do
(28:54) anything. Correct, Mark? Yeah, that
(28:56) that’s correct. It’s the same as they’re
(28:58) doing it now. You just have two apps. Um
(29:00) I love the put it on the idea of board
(29:03) of a single sign on type thing, but it
(29:04) it works it works seamlessly without. So
(29:07) you just have your court reserve where
(29:09) you sign up for events and then you open
(29:11) up Swish when you get to the club,
(29:13) right? Pull up Swish and it’ll have your
(29:15) court assignments. Easy enough. Uh let’s
(29:18) see. Uh this is uh we spoke to someone
(29:20) at Swiss recently. They mentioned
(29:21) something about the pricing being linked
(29:23) to participation with Swiss tournaments.
(29:26) Anything about that connection Mark you
(29:28) want to talk about? Sure. Yeah. And and
(29:30) to keep it brief on our pricing on our
(29:33) website for which Ashley put the link in
(29:35) in the chat, you’ll see that on for
(29:37) example pro club pricing there’s a 125,
(29:40) there’s an 85. So, if you’re wondering
(29:42) what what is the difference between two
(29:44) pro club pricing options, that’s where
(29:46) swiss tournaments.com comes into play.
(29:48) And we actually have a video right
(29:50) underneath our pricing tier where you
(29:51) can click on it and see which, you know,
(29:54) 125 or 85 is the best fit for your club.
(29:56) So, I’d encourage you to go and watch
(29:58) that. But that’s why that’s a great
(30:00) question if you see two different pro
(30:02) club options, uh, swishournaments.com
(30:04) comes into play. All right. So, if
(30:08) here’s a great question. So, I’m in
(30:10) court reserve. I’ve already synced to
(30:12) Swish. I go into court reserve and I
(30:14) change the event or I change some
(30:16) players around. Do I need to click sync
(30:18) to Swish again? How does that work for
(30:20) us, Oswin? Yes. If you change over on
(30:23) the court reserve side, if you modify
(30:25) your event registrance, you’re going to
(30:26) be able to hit the sync button and
(30:28) update the existing game field. Now, if
(30:31) you wanted to change the event and just
(30:33) sync over again, you can click the
(30:35) create new game and choose a different
(30:37) format if that was your goal. Uh but
(30:38) otherwise you can just update your
(30:40) registrance sync again and it will
(30:42) update the existing one with the names
(30:44) that have changed from court reserve. So
(30:46) easy. Love that. Um let’s see. Yes, if
(30:49) you want duper to work, so you would
(30:52) need to have duper in court reserve and
(30:53) swish. Um let’s
(30:57) see. Swish automatically will send duper
(31:00) results to duper after it’s completed,
(31:04) right? Um let’s see.
(31:11) Um, if you want to learn, I know Court
(31:13) Reserve, we have a knowledge base uh
(31:16) that has an article about the
(31:17) integration that we have with Swiss and
(31:19) Mark just talked about what his team has
(31:21) put out as far as like the academy and
(31:23) some training videos and things. Um, so
(31:26) depending on what you’re wanting to
(31:27) learn, we can definitely help you. Just
(31:29) reach out to our support team and we can
(31:31) get you that information as well. Um,
(31:33) let’s see.
(31:35) It is a one-time sync from court reserve
(31:38) to Swiss um unless you make changes.
(31:42) Does Swiss or court reserve sync with
(31:44) pickle ball brackets? Mark, you want to
(31:46) take that one? Sure. We don’t we don’t
(31:49) sync with them at the moment. Um you can
(31:52) manually input stuff if you want into
(31:54) Swiss from other uh registration sites,
(31:57) but there’s no link at the moment and
(31:59) none in court reserve either. Uh we are
(32:01) partnering with Swiss. So, all right. Is
(32:04) there a way to have tournament as a game
(32:06) format when trying to sync from CR to
(32:08) sync? I can only do round robbins and
(32:10) leagues. So, currently that’s what we’re
(32:12) doing. Our our integration is round
(32:14) robins and yeah, leagues right now. Yes.
(32:17) All right. Let’s see. When syncing from
(32:19) court reserve to Swiss, do the partners’
(32:21) names from the custom field also have
(32:23) their duper link sync to Swiss? I don’t
(32:26) think that’s how it works right now. Is
(32:27) it Mark?
(32:29) Uh, let’s see. Or Oswin. That’s a great
(32:32) question.
(32:33) I I don’t believe so. Is this Yeah. So
(32:35) with set partners um right now in Swiss
(32:39) just to kind of give a practical example
(32:42) because some people have tried this. So
(32:44) right now if you sync a partner event
(32:46) it’ll actually give you twice as many
(32:48) teams as you need. So in Swiss you can
(32:51) go and edit them. So I you know it’ll
(32:53) get you halfway there but then you have
(32:55) to go in and add the partners into
(32:57) Swiss. I believe that’ll even be
(32:59) changing with the partner registration
(33:01) coming out in court reserve. So, in the
(33:02) meantime on Swish, you still have to do
(33:04) a little manual work, you know, which is
(33:06) what it is, and then it’s going to be
(33:08) all smoothed over here with a couple
(33:10) weeks. Yeah. So, in a couple weeks, once
(33:12) we have teambased registration, then you
(33:14) will be able to easily sync both players
(33:16) and both their dupers over too. Um,
(33:18) right now, I think Osman’s kind of taken
(33:20) us through what that looks like. Yeah,
(33:22) right now, if you do the partner
(33:24) registration here, when you click on
(33:26) this, right, you’ll get the each person
(33:28) on the registrant list and then their
(33:30) partner listed. when we talked about
(33:32) custom fields a little bit earlier, uh,
(33:34) where one person registers for their
(33:36) team and then they list their partner.
(33:38) That’s probably the best way to go at
(33:40) the moment to save yourself the most
(33:42) amount of manual work. So that way you
(33:44) have just one person registering for
(33:46) their team with their little custom
(33:47) field written and then over on this list
(33:50) will populate just their name. It won’t
(33:52) populate that custom field. So you’re
(33:54) going to be able to quickly go ahead and
(33:56) allow people to join. So the the team
(33:59) member joins, right? They select their
(34:01) name, they uh the other people come in
(34:04) and or the partner comes in and scans or
(34:06) they’re invited via the other options in
(34:08) Swiss, they can select the partner name
(34:11) or you can of course go ahead and edit
(34:13) the partner and put in their name
(34:15) directly from the custom field.
(34:18) Awesome. Very good. There’s a lot of
(34:20) questions about uh things we’ve already
(34:23) answered like yes, you have to have a
(34:25) Swiss account first and then you have to
(34:27) have CR. Uh if you want duper to flow
(34:30) through, you do have to have a duper
(34:31) account and then turn on duper. Um you
(34:34) can run ping pong leagues, right, Mark?
(34:37) Yes, you can. That’s awesome. Um you
(34:41) will have to reach out to Swiss to get
(34:43) your API keys before you can put that
(34:45) into court reserve. Um that’s true. Um,
(34:49) triple team, Mark. Does this work for
(34:52) triple teams yet? Uh, yeah. I I’m not
(34:55) totally sure. I could think of two
(34:57) things triple team refers to. One is
(35:00) there’s a threeperson team, like 3v3,
(35:04) and that is one of the supported formats
(35:05) in uh, Swiss, which is um, which is
(35:08) really fun. And then sometimes that
(35:10) refers to as well having three doubles
(35:13) lines, right? like maybe three guys and
(35:15) three girls and it’s mixed or it’s an
(35:17) allmale league and you have three
(35:18) doubles lines. That also works. So you
(35:21) could do six player rosters and even
(35:23) have people like on the bench as subs
(35:25) that you pull in. So both of those work.
(35:28) Awesome. And there is uh let’s see the
(35:32) WTN integration is coming in court
(35:34) reserve. Yes, we’re still working on
(35:36) that. Um are you guys working with WTN
(35:39) or UTR Mark as far as tennis leagues?
(35:41) Uhhuh. It’ll be after our paddle
(35:43) integration, so you guys will probably
(35:45) beat us to it, but that’s coming as
(35:47) well.
(35:48) Um, again, if you’re on court reserve
(35:50) legacy pricing, you do need to be in one
(35:53) of the in the new pricing tiers that
(35:55) Court Reserve has. If you’ll reach out
(35:56) to our support team, then they can have
(35:58) somebody reach out to you and kind of
(35:59) explain how that works and and what to
(36:01) do because you can’t use Swiss if you’re
(36:03) on old legacy pricing in court reserve.
(36:06) Um, let me see.
(36:12) Uh let’s
(36:16) see. Wow. So, okay. Lots of double
(36:19) questions.
(36:21) Uh all right, let’s see.
(36:29) Subs. Actually, I think one Yeah, go
(36:31) ahead. Yeah, I was going to say we’ll go
(36:33) to the subs question, but one thing that
(36:35) we’ve um been asked a lot as well, which
(36:37) should be good to address is um what if
(36:39) someone doesn’t have the Swish app or
(36:41) doesn’t have their phone on them or
(36:42) anything like that? Um which is a great
(36:45) question. So, in Swiss uh it’s okay if a
(36:49) couple of people haven’t downloaded the
(36:51) app. Um you can we call this adding like
(36:54) a placeholder name. So, when you swing
(36:56) uh sync the data from court reserve to
(36:58) Swiss, uh let’s say there’s 20 people in
(37:01) a ladder league. If 15 of them have the
(37:04) Swiss app downloaded and they follow
(37:05) along and put in their scores,
(37:07) wonderful. And if five of them, for
(37:08) whatever reason, they don’t own a
(37:10) smartphone or they left it at home or
(37:11) whatever, it’s okay. Their name and
(37:13) their Duper ID can still be entered into
(37:16) the game. You can still send the scores
(37:17) to Duper. Um they would just look off of
(37:21) a friend’s phone or the club
(37:22) administrator or something. So, it still
(37:24) works perfectly if you don’t get every
(37:26) one of the players to download Swish. It
(37:28) still works great.
(37:31) Uh, there’s a question here. It looks
(37:32) like Swiss also has a couple different
(37:34) plans. Any of those plans will work with
(37:36) Sport Reserve or which plan do they need
(37:38) to choose for Swiss, Mark? Great. It’s
(37:41) the Pro Club plan. Okay. So, the Pro
(37:44) Club
(37:45) plan. All right. And let’s
(37:49) see. So, there’s a question. You said no
(37:52) limit to number of leagues in Swiss. Is
(37:53) there a limit to number of players per
(37:55) event? Well, you would set that up in
(37:56) court reserve and you could put a max
(37:58) registrant uh at the league level and
(38:00) that way only that number of players
(38:02) could sign up through court reserve and
(38:04) then you would push that over to Swish
(38:05) as well.
(38:06) So, wow. So, uh last question because
(38:10) wow, we have over 50ome questions. Is
(38:12) Swish compatible with Android phones,
(38:14) Mark? Uh yes, it’s built on Apple and
(38:19) Android. All right, very good. And oh,
(38:21) this is another good question. Where do
(38:23) you find that API uh in your Swiss
(38:26) account? Can they find their API or do
(38:28) they need to reach out to your team,
(38:29) Mark? Uh they can find it. That’s a good
(38:31) question. So, when uh when you set up a
(38:34) club account with Swiss um we’ll give
(38:37) you your what I mentioned is the club
(38:39) portal. That’s kind of our initial
(38:41) desktop features. Right on your profile,
(38:43) there’s an API key, so you can copy and
(38:45) paste that right into court reserve.
(38:47) Awesome. Well, thank you guys so much. I
(38:50) know we’ve gone over a ton of
(38:51) information. This will be up on the
(38:53) court reserve YouTube channel and I’ll
(38:54) know we’re going to send it over to Mark
(38:56) and his team as well. If you have
(38:57) additional questions about how this
(38:59) works or anything we can do, please
(39:01) reach out to the court reserve support
(39:03) team or I know the Switch support team.
(39:05) We’d love to help you. Hope you guys
(39:07) have a great summer. We’ll see you soon.
(39:09) Take care.
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