You’ve successfully brought in members to your facility.
Now you need to keep them!
And keep them much longer than you expect.
There are 3 areas you need to focus on to keep client retention high.
1.) The Onboarding Process
All of your client’s common questions need to be answered within the first 50 days.
To make your onboarding process clear and informative, you should create an email automation.
Each email should tell the new clients only one thing.
Things like how to schedule sessions or what to expect as part of the gym community.
Don’t dump everything in one email.
Check in with new members to see how they’re doing.
2.) Set Proper Expectations
Don’t set the bar way too low and over deliver.
Make sure that members have clear expectations from you.
Whatever you say you are going to do, you do!
I like to keep track of if members are skipping sessions throughout the month.
This is a clear indicator that they are considering leaving.
Check in with your staff who works with the member.
Then reach out to the member in a very friendly and welcoming way.
The accountability will speak volumes to them.
I dive deeper into client retention on Episode 9 of the Level Up Your Gym Podcast, “3 Actions to Keep Your Members Longer“.