EGYM Webinar - Member Retention in Times of Crisis

This is a version of the webinar comissioned by eGym broadcast on 25th and 31st March. We discuss keeping members engaged through digital and traditional channels, with apps, challenges, and phone calls, email and sms. Also maintaining staff engagement - do they need a sense of purpose, or want to help with club comms. Finally, how to manage membership subscriptions, and minimise cancellations.

How to adapt your fitness challenges during Coronavirus

A lot of club-based fitness challenges aren’t feasible right now. Whether you’re in a country on lock-down, or your club is still open but practicing social distancing, you can’t reward members for attending the club or encourage them to visit more if they don’t want to. 

Here’s a handful of challenges that you can still set your members. Some will depend on your business model, systems and software. But you can adapt a lot of these, and as always, simplest is best.

Minimising Membership Cancellations at Gyms and Health Clubs

Health Clubs and Gyms across the world are facing tough times right now. Here's a bunch of ideas and pointers that might help you to minimise membership losses and make the best of a bad situation.

Before they try to cancel...

• Tell them what you're doing at the club, other options you have for remote training/support/exercise (see below)
• Any PTs to offer calls to their clients and any other members for an at-home programme, or general support chat, and book a weekly/fortnightly follow-up
• Be proactive - reach out and appeal to your members goodwill. {e.g. Many of our members have asked how they can help us at this challenging time - if you buy a PT pack now, we'll give you extra credits (e.g. buy 10 sessions get 12)}

Handling Membership Cancellations

To help support clubs, particularly independent gyms and studios, I recorded a 10 minute version of an adapted version of the leavers section of our Retention Bootcamp. 

I hope it helps you to show your members that you care, get some good feedback from processing leavers better, and possibly turn a few cancellations around.

LetsMove Challenge postponed to 5 October

Technogym have taken the difficult decision to postpone their Let's Move for a Better World campaign due to the restrictions in place around the world.

Let's Move is more than just a fitness challenge, it is a movement in the fight against inactivity, a community engagement campaign with clubs at the heart of the community. 2020 will be the 7th year of LetsMove, with over 500,000 people expected to take part in 1,600+ clubs across 46 countries, so we support and respect their decision to delay Let's Move until 5th October 2020.

Is Customer Service Dead? - Gym Owner Monthly Article

When people ask what I do, I usually say that I help gyms to get their members to stick around. “Ah, that’s a big problem” they say, “what’s the secret?” Customer Service is my quick answer, at which point they often tell me a horror story of bad customer service, sometimes at a gym, other times completely unrelated to fitness.

Studies show that a satisfied customer will tell 2-3 people about their experience. A dissatisfied member will share their story with 8-10 people, and some will push that number to twenty.

With the advent of low-cost gyms, customer service has all but died across the fitness industry.