• EDUCATE. EMPOWER. SUCCEED.
  • Subscribe
  • Newsletter
  • Media Kit
  • Contact
  • Login
Club Solutions Magazine
  • Topics
    • Leadership
    • Marketing & Sales
    • News
    • Operations
    • Programming
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • Newsletter
    • Media Kit
    • Contact Us
  • On-Demand
  • Education
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • Pickleball Innovators
    • The Leadership Accelerator Video Series
    • Club Solutions Book Club: High Road Leadership, John C Maxwell
    • Club Solutions Book Club: The Advantage
  • Supplier Insights
    • Brand Voice
    • Supplier Voice
    • Supplier News
  • Podcast
  • Webinars
    • Thought Leaders: A Virtual Roundtable Series
    • On-Demand Webinars
  • Buyer’s Guide
No Result
View All Result
  • Topics
    • Leadership
    • Marketing & Sales
    • News
    • Operations
    • Programming
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • Newsletter
    • Media Kit
    • Contact Us
  • On-Demand
  • Education
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • Pickleball Innovators
    • The Leadership Accelerator Video Series
    • Club Solutions Book Club: High Road Leadership, John C Maxwell
    • Club Solutions Book Club: The Advantage
  • Supplier Insights
    • Brand Voice
    • Supplier Voice
    • Supplier News
  • Podcast
  • Webinars
    • Thought Leaders: A Virtual Roundtable Series
    • On-Demand Webinars
  • Buyer’s Guide
No Result
View All Result
Club Solutions Magazine
No Result
View All Result
Home In Print

New Year, What’s New?

Andrew Barranco by Andrew Barranco
January 5, 2020
in In Print, Operations, The Essentials
0
new year
Share on FacebookShare on LinkedIn

Wow, the start of another year. 2020 is here and with the January rush of new and more engaged members, it is easy to forget about retention the first couple months of the year. However, remember that retention plan you created in the past? Well, now is the time to put it to work.  There’s no better time to test your new initiatives than now. 

What is new for you this year? What did you add to your 2020 plan that is a new focus or rifle shot for your club? 

We put into play two simple additions we think will give us better member feedback and help us understand a little more about what caused the member to cancel, identifying potential frustration points. We are experimenting with a self-serve kiosk in the club to collect member feedback. We want to hear and record real-time feedback so we can better correct it in the moment. If the member experiences a maintenance issue, has a suggestion or voices a complaint, the instant feedback will be used to make operational adjustments and adjust the flow of the member journey.

The second initiative we are adding to our 2020 plan is a professional cancellation survey. It will be a short survey, as a follow up to complement our in-person debriefing cancellation interview, and will allow us to collect and organize members’ feedback better. It has the goal of providing a non-threatening way to receive feedback, since not everyone will express and fully explain their reasons for cancelling in person. 

If you have not already reviewed your retention plan for 2020, take a look at 2019 and see what you want to scrap from your plan. Scrap actions that had low results to free up time to focus on higher retention efforts. Identify what was working in 2019 and keep those actions. 

Lastly, decide on what you are adding as a new action item. By trying these two retention efforts this year, we expect to learn from the members’ experience to improve future experiences. If we learn from the past, we can change the future. Creating a better and longer member journey is our retention goal. 

What are the two new initiatives you are going to try? Please share your ideas by emailing me at abarranco@merrittclubs.com.

Stay ahead in the fitness industry with exclusive updates!

Tags: feedbackJanuary 2020Member Experiencemember feedbackNew YearRetentionsurvey
Previous Post

Delivering Solutions to Increase Profit

Next Post

It Takes a Village

Andrew Barranco

Andrew Barranco

Andrew Barranco is the regional operations and aquatics manager for Merritt Clubs. He can be reached at abarranco@merrittclubs.com.

Related Posts

click to cancel
Supplier Voice

Preparing for Click to Cancel

June 16, 2025
Hiring for the Right Reasons
Column

Hiring for the Right Reasons: Rethinking Recruiting for High-Performing Teams

June 11, 2025
2024 BFS State of the Industry Report
Operations

Inside the 2024 BFS State of the Industry Report

June 3, 2025
big rocks
Column

3 Big Rocks from The HFA Show That Could Reshape Your Gym

May 22, 2025
110 Ideas
Cover Story

The Inspiration Issue: 110 Ideas to Push You and Your Business Forward

May 20, 2025
cryotherapy
Supplier Voice

Future-Proof Your Gym with Cryotherapy

May 20, 2025
Next Post
fitness instructors

It Takes a Village

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

GET UPDATES IN YOUR INBOX

Facebook Twitter Instagram LinkedIn

The Current Issue

May/June Issue 2025

May/June Issue 2025



Browse

  • Home
  • Subscribe
  • Newsletter
  • Media Kit
  • The Magazine
  • Club Solutions On-Demand
  • Buyer’s Guide
  • Contact Us

© 2025 Club Solutions Magazine. Published by Peake Media.

Welcome Back!

Login to your account below

Forgotten Password?

Retrieve your password

Please enter your username or email address to reset your password.

Log In
No Result
View All Result
  • Topics
    • Leadership
    • Marketing & Sales
    • News
    • Operations
    • Programming
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • Newsletter
    • Media Kit
    • Contact Us
  • On-Demand
  • Education
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • Pickleball Innovators
    • The Leadership Accelerator Video Series
    • Club Solutions Book Club: High Road Leadership, John C Maxwell
    • Club Solutions Book Club: The Advantage
  • Supplier Insights
    • Brand Voice
    • Supplier Voice
    • Supplier News
  • Podcast
  • Webinars
    • Thought Leaders: A Virtual Roundtable Series
    • On-Demand Webinars
  • Buyer’s Guide

© 2025 Club Solutions Magazine. Published by Peake Media.