Retention Guru

On December 5th at Cranmore Park, Solihull, #RetentionConvention24 will bring together fitness operators and gym owners to share strategies for boosting retention, increasing revenue, and enhancing member experiences. One highlight this year is a session led by David Connell, Director of Sport at Hertfordshire Sports Village. David will discuss how his team achieved an impressive 32% revenue increase while maintaining a 70% Net Promoter Score. He’ll explain how they managed three unique user groups—students, faculty, and commercial members—while transitioning to a new club management system and adopting innovative technology to elevate the member experience. David’s approach created a seamless, tailored experience for each group, resulting in stronger engagement across the board. For gym owners and fitness operators, this session promises valuable, actionable insights to apply in your own facilities. Mark your calendars for December 5th, and take advantage of Early Bird tickets available until October 31st! : https://lnkd.in/ewKUxXQM

Retaining part-time staff, especially students, is challenging for fitness clubs. Offering life skills training like conflict resolution, decision-making & communication skills can help. Position roles as growth opportunities to boost retention and improve member experiences. #lunchtimelessons

Customers who have struggled to establish exercise as a routine behaviour will often switch clubs to try again. Staff need to be trained to identify these yo-yo exercisers, who start, stop, but never maintain a routine, and not treat them as a savvy exerciser just because they answer yes to having been a member of a gym before. #lunchtimelessons

First impressions count, and a solid onboarding process can set the tone for a member’s long-term commitment. Make sure new members feel welcomed, informed, and supported from day one. A smooth and engaging onboarding increases retention and helps establish a sense of belonging from the start. #lunchtimelessons

Who better than Matthew Lavender to guide us on elevating member experiences in the fitness industry at Retention Convention 2024? With a background in hospitality and an impressive career that started as a hotel inspector and evolved into Director of Evaluations for Forbes Travel Guide, Matt brings a unique perspective. In 2020, he founded Enlites, a consultancy specialising in training and quality assurance for top hotels, restaurants, and spas. More recently, Matt co-launched The Fit Guide, the first independent rating system for premium fitness clubs, evaluating over 300 studios across five major cities based on 250 criteria. At #RetentionConvention2024 on December 5th, Matt will discuss: How to apply hospitality best practices to enhance member experiences. Key insights from his work in both hospitality and fitness, including Forbes-level evaluations. Practical strategies to improve customer satisfaction and retention. Early Bird tickets are available until October 31st, so don’t miss out on securing your spot: https://lnkd.in/ewKUxXQM

Who better than Matt Lavender to guide us on elevating member experiences in the fitness industry at Retention Convention 2024? With a background in hospitality and an impressive career that started as a hotel inspector and evolved into Director of Evaluations for Forbes Travel Guide, Matt brings a unique perspective. In 2020, he founded Enlites, a consultancy specialising in training and quality assurance for top hotels, restaurants, and spas. More recently, Matt co-launched The Fit Guide, the first independent rating system for premium fitness clubs, evaluating over 300 studios across five major cities based on 250 criteria. At Retention Convention 2024 on December 5th, Matt will discuss: How to apply hospitality best practices to enhance member experiences. Key insights from his work in both hospitality and fitness, including Forbes-level evaluations. Practical strategies to improve customer satisfaction and retention. Early Bird tickets are available until October 31st, so don’t miss out on securing your spot: https://lnkd.in/ewKUxXQM

In this short clip: https://lnkd.in/e4YTtw55 I discuss the outcomes of a recent YouGov study in the U.S. on why people quit their gym memberships and the behaviours behind their reasons for leaving. If you have any comments or questions please leave them below.

Have you considered the impact on your revenue if you lost 30% of your customers to a new competitor? Don’t forget to account for the staff you might lose too. Planning for retention, both for members and staff, is essential to staying competitive. #lunchtimelessons

Your customer experience needs to be relevant to your customer’s needs and values. #lunchtimelessons

Join us on December 5th at Cranmore Park, Solihull, UK for #RetentionConvention24 where Jarrod will kick off the event with his session, “Your Club Needs Help and So Do You!” Drawing on 29 years of experience, including his role as COO of World Gym International, Jarrod will share key strategies for boosting retention and driving growth in fitness businesses. In this session, Jarrod will cover: · Standing out from the competition by being truly unique · Crafting messages that attract and retain both top talent and loyal members · Actionable strategies to help your club succeed in a competitive marketplace Jarrod’s deep industry experience and passion for helping businesses thrive make this an invaluable opportunity for anyone looking to improve member retention and business growth.  Early Bird tickets until 31st Oct: https://lnkd.in/ewKUxXQM