Retention Guru

Scarcity can be a powerful marketing tool, but it also applies to retention—create experiences that make members feel they’re part of something exclusive. Limited-time offers, premium services, or VIP programs enhance their sense of value. People are more likely to stay when they feel they’re getting something special. #lunchtimelessons

Employees often come in with idealised expectations of what working in a gym entails. It's crucial for gym owners to set clear and realistic expectations from the start about the responsibilities involved. By providing structured guidance and support, such as mentorship in areas like management and customer service, gym owners can help staff succeed in their roles and prevent burnout, leading to higher retention rates. #lunchtimelessons

When you roll out a new customer journey, ensure you get some small wins early, this creates momentum that can accelerate the adoption of new working practices. #lunchtimelessons

Thank you to the 142 people already registered for the Retention Convention! We are looking forward to spending the day sharing actionable insights. #RetentionConvention24

In the early weeks/months of membership, ensure that customers receive a consistent level of interaction to help them feel comfortable and acclimatised to the new, often daunting, gym environment. Provide them with assistance in achieving their frequency goals and set ranges of attendance 10-12 visits per month not absolutes. #lunchtimelessons

In this short clip from an online training, I explain how we help staff understand what customers feel and think when they join—whether they're experienced, returning, or new to exercise. It's a way to ensure staff understand what it's like to be the type of customer that joins their club. If you'd like help with customer experience training or retention management, reach out at [email protected].

Gyms can attract younger employees by framing their part-time roles as stepping stones toward broader career goals. By integrating professional development into their employment, such as decision-making and leadership training, gyms create an environment where young staff feel valued and prepared for future careers. This not only benefits staff retention but also boosts member satisfaction by creating a knowledgeable and motivated team. #lunchtimelessons

Here are just some of the Gym's, Clubs, Trusts and University Sports Villages that have signed up for?this year's Retention Convention - 'Best Practices'. Looking forward to seeing all our attendees on the 5th December. #retentionconvention24

While we design exercise experiences on frequency, intensity, time and type, we can also apply this approach to our overall customer experience and then develop processes that can help that be delivered. #lunchtimelessons

At Retention Convention2017, Dave Stalker discussed the challenges facing our industry and in this clip he emphasises one critical point: retention is everything. Looking forward to seeing all those attending our event this year. See you on the 5th Dec.