Filex 2011 management training day retention

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@JTActiveMgmt #Filex

“People don’t care how much you know, until they know how much

you care”Dr Kenneth Cooper

Retention Strategies Create Membership

Magnetism


@JTActiveMgmt #Filex Result of Magnetism

The prime strategy of your retention strategies are to lengthen the average length of

membership!



Creating ‘Raving Fans’

There are 3 secrets . . . • Decide what you want• Discover what the customer wants• Deliver this . . . Plus 1%Plus 2 magic ingredients:• Consistency• Flexibility


@JTActiveMgmt #Filex Service is not a department it is

culture• Calling back when promised• Explaining what caused the problem . . . in simple English• Letting the member know who and what numbers to call• Contacting the member promptly when the problem is resolved• Giving members full access to speak to management


@JTActiveMgmt #Filex Service is not a department it is

culture• Telling how long it will take to solve the problem• Offering useful alternatives if the problem cannot be solved• Treating member like people not account numbers• Advising members on how to avoid a future problem• Giving progress reports if a problem cannot be immediately resolved.


@JTActiveMgmt #Filex The REAL reason service is

importantWe often don’t realise how much a customer will spend with us when we first meet or see them!

Do you remember Julie Roberts in Pretty Woman?

What is the lifetime value of your customer?



The 11 Basics1. Make a difference in somebody’s life – everyday2. Aim your smile3. Ask yourself a question – does every member

know your name?4. Work the floor and do it well5. Be the host of a party6. If you get it wrong . . . admit it . . . put it right7. Look for ways to go the extra mile8. Learn empathy . . . use it



The 11 Basics

9. Look for opportunities to solve problems10.Say “Good bye” the same way you say “Hello”11.Take an individual responsibility to creating

‘raving fans’


@JTActiveMgmt #Filex Retention Strategies to Create

Magnetism1. Programming strategies2. Exercise adherence programs3. Educational webinars, seminars, hand outs & emails4. Social activities5. Personal Training6. Branded touch at 7 or 14 days & then at 30, 60 &

even 90 days7. Results8. Thank you and Birthday cards9. Suggestion boxes and answers


@JTActiveMgmt #Filex Retention Strategies to Create

Magnetism10. Acknowledgment to say ‘Well Done’11. Member recognition12. Staff selection, empowerment and retention13. Joining fees14. Cleanliness15. Pricing consistency16. Names17. Know the difference between loyalty & satisfaction18. Not getting over-crowded



“Members will quit a gym any and every day, but they won’t quit a relationship.”



Justin TamsettB.Ed (Phys & Health Education)

Feel free to contact JT: [email protected] or 0438 015 677Follow JT on Twitter: @JTActiveMgmt

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And for more information on Active Management helping your business go to: www.activemgmt.com.au "What you leave behind is not what is engraved in stone monuments, but what is woven into the lives of others."

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Filex 2011 management training day retention