I’m a big fan of lists and having a system in place. The tips below utilize both:
My Top Ten Tips for Retaining Customers
1. Understand customers’ needs (surveys, suggestions, panels).
2. Communicate with them regularly, personally and professionally.
3. Track and record key interactions with each member.
4. Reward your loyal members (long-term incentives).
5. Incentivize your new members to refer their friends.
6. Recognize achievements (gym related and otherwise).
7. Keep services easily accessible (make sure people find it easy to participate).
8. Systematize member interaction in the gym (get them engaged).
9. Make staff accountable for attrition (reward them for saving members).
10. Provide a range of result measurement tools (help set and reach goals).
Obviously, by systematizing these activities you can you make everyone’s life easier, ensure activities are done according to protocol and effectively bolster your retention efforts.
Frank Emanuel
Health Club Marketing Contributor
