You’ve likely heard this saying before concerning employees: “People don’t quit businesses, they quit managers.” Well, the same sentiment is true for the customers within your gym — if they leave as a member, a huge part of their reason for leaving may have to do with the relationships (or lack thereof) they made while a customer.
Here, Mystie Webster, the founder and owner of STUDIOMIX in San Francisco, California, described her gym’s atmosphere, its tight knit community, and why focusing on each member has led to success.
CS: How would you describe STUDIOMIX’s atmosphere?
MW: We like to keep things real and treat our members like our friends, because that’s who they are. The community that has grown naturally at the club is fantastic. Positive, compassionate people eager to work on their health attract like-minded individuals. We do our best to create a place where people want to be. If you look forward to going to the gym, you’ll find a way to get there.
CS: What are keys to STUDIOMIX’s success?
MW: Focusing on the member — we’re here for them. Our members are people, not sales or units. It’s up to us to evolve with the wants and needs of our members. If we focus on that, we’ll be here for a long time. We’re always listening, and treating others the way we’d like to be treated.
Also we’re not afraid to be ourselves and to tell it like it is. We’re transparent, and willing to explain the why behind the things we do. Our team is not here for just a job; we’re a career-focused group of happy, healthy and humble individuals. The more we learn, the more we want to share. We know you have to give, give, give in order to receive.
CS: What do your members rave about?
MW: Members rave about our instructors and staff because our team cares and leads by example; we bring the passion day in and day out. They also rave about our facilities — we clean constantly with extra love and attention. We’re always looking to make the place better and the members love it. Whatever we do, we do it 100 percent.
CS: What is a challenge STUDIOMIX has had to overcome, and how have you overcome it?
MW: Not having a corporate office or a large budget, we have had to grow the business and service the club at the same time. And they go hand-in-hand. To grow our membership, we get creative and connect with potential new members by showing up in their typical day-to-day routines. We partner with local retail stores where our members shop, create group offers for local companies where our members work, and donate membership certificates to benefit the charities our members support. Staying service focused and working together with our community keeps us involved and hopefully top of mind. We strive to add value wherever we can. When you’re constantly adding value, you’re sure to be noticed and rewarded often.
CS: Is there anything else you’d like to share about Studiomix that you’re proud of?
MW: We’ve worked our butts off, putting in the time to be present and engaged in the business, while continuing to advance our programming. We’ve built this club one client at a time, and we wouldn’t have it any other way. The work our members put in motivates us to do more. The healthier we are as a community, the more positive we can do in this world. It’s that ripple effect we’re going for here, spreading the awesome benefits of physical movement.
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Rachel Zabonick-Chonko is the editor-in-chief of Club Solutions Magazine. She can be reached at rachel@peakemedia.com.
