Creating Memorable Moments for Members
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As a health club in a competitive industry, it’s your responsibility to ensure your gym is standing out from the others. And one of the best strategies for doing so is creating memorable moments that leave members saying, “Wow.”
A number of examples of memorable moments were recently shared at the 2019 Club Solutions Leadership Retreat, for positions such as group fitness and the front desk. Check them out below for inspiration on things your staff can do to foster memorable moments club-wide.
Front Desk Memorable Moments:
- On members’ birthdays, give them a special birthday cup they can bring to your smoothie bar that will allow them to get a free smoothie.
- Write “thank you’s” or inspirational notes and fold them into the towels you give members.
- Celebrate milestones. For example, on a member’s 100th check-in, give them a shout out on social media congratulating them.
- Have cheap headphones on hand in case people forget their headphones.
Group Fitness Memorable Moments:
- Give out lavender-scented towels.
- Drop mints onto yoga mats.
- Create videos for members who haven’t been in class for awhile, stating you miss them and hope they come back soon.
- Introduce new participants, including fun facts about them, to the class to help foster connection with others.
In addition, there are a number of examples of memorable moments that aren’t specific to a particular role. Below are additional ways you can create memorable moments for members, that can be applied to a variety of positions.
Additional Memorable Moments:
- Designate special parking spaces for moms and moms to be.
- Help members with special needs get to where they need to go, when applicable.
- Create a “good luck” event bag for people training for marathons, triathlons, etc. with anything they might need (water bottles, etc.).
- Form a member ambassador program — recognize members who are a positive influence in the community. When new members come onboard, use the ambassadors to help onboard.
- Take snow off members’ cars while they’re working out.
- Greet members in the parking lot. Ensure staff know their job starts as soon as they step foot in the parking lot.
- Follow up with members who haven’t been in the gym due to illness or injury and check on them.
What are examples of small or large things you do to create memorable moments for your members?
Nice job Rachel! Club Owners and managers can put together cross-functional team members and challenge them with coming up with more memorable moments. Getting your front lines involved in the process increases buy-in as well as their sense of play.