Filex 2011 management training day retention


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Filex 2011 management training day retention

  1. 1. “ People don’t care how much you know, until they know how much you care” Dr Kenneth Cooper Retention Strategies Create Membership Magnetism
  2. 2. Result of Magnetism <ul><li>The prime strategy of your retention strategies are to lengthen the average length of membership! </li></ul>
  3. 3. Creating ‘Raving Fans’ <ul><li>There are 3 secrets . . . </li></ul><ul><li>Decide what you want </li></ul><ul><li>Discover what the customer wants </li></ul><ul><li>Deliver this . . . Plus 1% </li></ul><ul><li>Plus 2 magic ingredients: </li></ul><ul><li>Consistency </li></ul><ul><li>Flexibility </li></ul>
  4. 4. Service is not a department it is culture <ul><li>Calling back when promised </li></ul><ul><li>Explaining what caused the problem . . . in simple English </li></ul><ul><li>Letting the member know who and what numbers to call </li></ul><ul><li>Contacting the member promptly when the problem is resolved </li></ul><ul><li>Giving members full access to speak to management </li></ul>
  5. 5. Service is not a department it is culture <ul><li>Telling how long it will take to solve the problem </li></ul><ul><li>Offering useful alternatives if the problem cannot be solved </li></ul><ul><li>Treating member like people not account numbers </li></ul><ul><li>Advising members on how to avoid a future problem </li></ul><ul><li>Giving progress reports if a problem cannot be immediately resolved. </li></ul>
  6. 6. The REAL reason service is important <ul><li>We often don’t realise how much a customer will spend with us when we first meet or see them! </li></ul><ul><li>Do you remember Julie Roberts in Pretty Woman? </li></ul><ul><ul><li>What is the lifetime value of </li></ul></ul><ul><ul><li>your customer? </li></ul></ul>
  7. 7. The 11 Basics <ul><li>Make a difference in somebody’s life – everyday </li></ul><ul><li>Aim your smile </li></ul><ul><li>Ask yourself a question – does every member know your name? </li></ul><ul><li>Work the floor and do it well </li></ul><ul><li>Be the host of a party </li></ul><ul><li>If you get it wrong . . . admit it . . . put it right </li></ul><ul><li>Look for ways to go the extra mile </li></ul><ul><li>Learn empathy . . . use it </li></ul>
  8. 8. The 11 Basics <ul><li>Look for opportunities to solve problems </li></ul><ul><li>Say “Good bye” the same way you say “Hello” </li></ul><ul><li>Take an individual responsibility to creating ‘raving fans’ </li></ul>
  9. 9. Retention Strategies to Create Magnetism <ul><li>1. Programming strategies </li></ul><ul><li>2. Exercise adherence programs </li></ul><ul><li>3. Educational webinars, seminars, hand outs & emails </li></ul><ul><li>4. Social activities </li></ul><ul><li>5. Personal Training </li></ul><ul><li>Branded touch at 7 or 14 days & then at 30, 60 & even 90 days </li></ul><ul><li>Results </li></ul><ul><li>Thank you and Birthday cards </li></ul><ul><li>Suggestion boxes and answers </li></ul>
  10. 10. Retention Strategies to Create Magnetism <ul><li>10. Acknowledgment to say ‘Well Done’ </li></ul><ul><li>Member recognition </li></ul><ul><li>Staff selection, empowerment and retention </li></ul><ul><li>13. Joining fees </li></ul><ul><li>Cleanliness </li></ul><ul><li>Pricing consistency </li></ul><ul><li>16. Names </li></ul><ul><li>17. Know the difference between loyalty & satisfaction </li></ul><ul><li>18. Not getting over-crowded </li></ul>
  11. 11. <ul><li>“ Members will quit a gym any and every day, but they won’t quit a relationship.” </li></ul>
  12. 12. Justin Tamsett B.Ed (Phys & Health Education) Feel free to contact JT: [email_address] o r 0438 015 677 Follow JT on Twitter: @JTActiveMgmt To read JT’s blog: Become an Active Management Fan on Facebook: And for more information on Active Management helping your business go to: &quot;What you leave behind is not what is engraved in stone monuments, but what is woven into the lives of others.&quot; Pericles