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)}
How do you handle cancellation requests?
- Know where your cancellations are coming from (cancel DD, phone, email, etc), monitor these channels, and try to talk to every member, appealing to their goodwill. Ask your DD provider for a report or log onto their portal to get an early warning of cancellations before payment day (easier with full service providers)
- Know your options for saving memberships - keep paying (and get xyz, see below), freeze for n weeks/months (is there a suspension fee?), or leave and face a re-join fee, or lose your current loyalty price. Who has authority in your club to make these calls (i.e. have the proper discussion with the member and explore all the options)
Help your members to stay active
- Online workouts, facebook live, virtual classes, etc
- Programmes on your app - mywellness, netpulse, virtuagym, etc.
- Pdf (printout) of 10 exercises to send/share/post to members. Get your programmes online, and get your members to rate/review/share them with their friends. Send these out to all members, or on request... email, or even post them to members who aren't on email or social media.
- Set-up a simple challenge for completing workouts, collecting steps or completing a minimum of 5,000 steps a day. Have your members self report on your facebook page or in an online group
- Encourage members to post their own workouts/exercise ideas on your social pages
Send them something in the post
You could also send a small gift to members who wanted to cancel, but agreed to keep paying... or to all loyal members who buy the 'packs above'... or everyone?
- A protein bar (or handful of bars)
- A resistance band (with instructions/programme)
Please comment or share your ideas in the comments below.
Check out yesterday's video on how to minimise gym and healthclub cancellations here.
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