Top Tweets for #LunchtimeLessons
Once you’ve spoken to a member, introduce them to another member of the team.
It’s easier to start a conversation with someone you’ve already been introduced to.
Small introductions can make future conversations feel more natural.
#lunchtimelessons
Two clubs can sell the same number of memberships but they may not generate the same revenue.
The difference is how long those members stay.
Retention is not just about reducing cancellations. It's about protecting future income.
#lunchtimelessons
Onboarding is often built around the gym floor but not every member joins to use the gym.
Members may join for swimming, group exercise, the spa, tennis or another area of the facility. Onboarding still needs to support that journey.
#lunchtimelessons
Just because someone is paying for their membership does not mean they feel part of the club. You need to ensure every person that wants or needs support gets it. #lunchtimelessons
Segmentation (grouping) is different from personalisation (individualising). Segmentation helps with scale, but personalisation builds connection. One categorises, the other customises. Know the difference - because retention depends on it. #lunchtimelessons
We need to be able to identify the difference between using the club and feeling like a member of the club. That sense of confidence and competence that is achieved by repeated visits. #lunchtimelessons
Habits develop from routine. There is no specific number of days it takes to develop a habit. If you want exercise to be habitual, you need such a strong routine that not exercising becomes uncomfortable and excising is not even thought about its just completed. #lunchtimelessons
Join the #EduCreators for our first #lunchtimelessons show on @LinkedIn next Wednesday at 12pmEST 🥳
Check today’s daily mail under “Upcoming Events” for a special Zoom link to join the show live.
We’ll be live-streaming to LinkedIn so please RSVP there as well 🙏🏽 Link in 🧵
Demonstrating to your members that ongoing support is available during the first few weeks of membership and beyond, builds trust and provides reassurance that they have made the correct decision. #lunchtimelessons
The cost of being a customer at your health club is not just financial. Customers are choosing to spend money and time with you when they could be somewhere or with someone else. Don’t take their patronage for granted. #lunchtimelessons
Managers set the tone. Staff need to see managers demonstrating the behaviours they are expecting to see form their teams. Managers aren’t just managing the building and the processes; they are managing the delivery of the customer experience. #lunchtimelessons
Upstream thinking is when you identify a problem and work backwards to eradicate the cause of the problem. If you want customers to download your App you need to think about when best to do this, it’s likely to be during the sales process or before. #lunchtimelessons
Encourage your customers to talk positively about the future self. What will it feel like when you can.. What will people say about the change you have achieved... This provides customers with an opportunity to experience the future as if it were real today. #lunchtimelessons
Are you wildly different or virtually identical to your competitors? Understanding your position in the market by identifying who you’re looking to attract and delivering solutions to meet their needs, is key to understanding how you can differentiate yourself. #lunchtimelessons
In those businesses where member retention is high, new member promotions are designed around attracting the most profitable members, not just the easiest to sell to. #lunchtimelessons #retentionguru
Don't try and use AI when you need to deal with emotional situations. For everything transactional AI and technology is great, for anything emotional that's human- to - human. #lunchtimelessons #retentionguru
You can take all the marketing strategies you use to attract people to your facility and repurpose them to reinforce they’ve made the right decision, so you don’t get buyers remorse. #lunchtimelessons
The human conversation is more valuable today as so many businesses are moving away from it. #lunchtimelessons
Operators need to take into account, what support they will provide once the customer realises the changes they want are going to take a lot more time and work than they were expecting. #lunchtimelessons
It’s very easy to break up with a company or a brand where there is no loyalty. Far harder to do when you have a relationship with people. #lunchtimelessons
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