Friday, 29 May 2015

Gym Ethics – how many follow-ups?

Whether it’s sales or retention, there seems to be a shortfall in follow-up actions taking place. How many of these sound familiar?

We sent an email / sms / letter (therefore it’s covered)
I left them a message, and they’ve not called back (my job’s done)
I called them, and they said they’d be back next week (but I’ve not checked)

We know that around 50% of absent members

Tuesday, 26 May 2015

Ethics – Benchmarking and Customer Centricity with Proinsight

The presentations and discussions at the recent Retention Convention brought to mind the benchmarking analysis work done by Mystery Shopping and research firm Proinsight. Dave Hopkins from Proinsight has kindly allowed us to replicate a couple of the pages from their annual report here.

The Proinsight Benchmark Score(TM) takes in a number of (primarily sales focused) touch points to build an average industry score, against which Proinsight customers can compare themselves, and hopefully work to improve.

Monday, 25 May 2015

MyWellness Challenge - June - Team MOVE Challenge

This June, it's time for another team challenge, so get your instructors into teams and let's see who can collect the most MOVEs!...

Can you be on the winning team this June. Select your instructor(s), join the challenge on their team, and then add your MOVEs to their total. The winning instructor(s) gets a bonus, and there are spot prizes for the best individual movers.

Type:  MOVEs
Won by:  Whoever totals the highest number of MOVEs
Start Date:  1 June
Duration:  14 days
Prizes:  With prizes (Winning Instructor, and top 5 Movers win prizes)

Thursday, 21 May 2015

The Retention Convention – Key points from the day

Another big thank you to Paul Bedford for bringing everyone together for the Retention Convention last week. It was great to see so many attendees in Birmingham, and to have the event live streamed to hundreds more delegates around the world. We’ll update a link here for attendees to review the presentations once they’re published. 

The flow of the 4 presentations worked really well (almost like we planned it!) Robin Gargrave did a super job introducing the speakers and directing the Q&A panel. Here are our key takeaways from the other speakers:

Friday, 15 May 2015

The Retention Convention – Running an Ethical Health Club

An overview of our presentation at the Retention Convention on 14 May 2014…

Ethics are important in any business, it is one of the things that made me switch from the banking industry to health and fitness… from helping banks to make more money to helping members to become fitter and healthier.

However, in 2008, there were several things that I questioned about the ethics of the fitness industry, which are now changing for the better…