Are you looking for ways to keep your customers coming back time and time again? Gym member retention is essential in running a successful facility but with so much competition in the industry, how can your business stand out from the crowd?

Empower your employees

Employees who feel empowered and enjoy coming to work each day are more likely to approach customer interactions with positivity and give customers a great experience. We all know that satisfied clients lead to sales and your front line is a crucial element to achieving gym member retention. So what can you do to help your employees feel empowered?

Believe in the fact that you’ve hired a passionate employee who values helping customers reach their goals. Also, encourage them to listen to customers and solve their problems. When your staff feel like you support them and trust their decisions, they’re more likely to share the positive energy and help inspire your members to return motivated every time.

Streamline your sign-up processes

One of your member’s first experiences with you will be their sign-up process. Give them a preview of the service they can expect throughout their gym membership with a quick and easy sign-up process. With Gladstone’s JoinAnywhere, your customer can sign-up onsite with a helpful employee or from the comfort of their own home.

Give your customers the power

Your software is key to eliminating barriers and giving members’ freedom to manage their membership once they’re all signed up. Through Gladstone’s online booking feature, customers can update their payment details, personal details and sign-up for classes straight from their mobile at anytime and anywhere. Customers will appreciate that they can control their own class schedule on their own terms and will be more likely to tell their friends if they have a consistently positive experience.

Keep up the communication

Have you ever had a member that was excited and motivated when they signed-up, strolled in occasionally and then just completely dropped off the radar? What could you have done differently to catch them fading before they disappear? One word: communication.

The best way to ensure your gym member retention is always on the up is by keeping an open line of communication with your customers. Gladstone collects valuable member data including their favourite classes and purchase history that can help inform your decisions when you communicate with them. If you notice that one of your members is returning less frequently then target them with email marketing or SMS communications to help persuade them to revisit.