Here’s the thing – we know you care about your members, and you know you care about them. They might not, though.
These days, simply running a class, shouting “let’s go, team!” or “great work!” during the workout and then sending everyone off sweaty and tired isn’t enough to turn a new client into a long-term member. They want to be known, cared for, and part of a community.
Knowing who they are, why they joined your gym, and what they are hoping to get out of their experience with you is key to helping them long-term. You might not have the time to sit with every client for a 30-minute check-in every week, but there are some simple ways you can help your members feel cared for that have a big impact on their experience with you.
- Greet each member by name as they walk into class. If you do not know them yet, introduce yourself and ask their name as soon as they walk in. If you’ve forgotten their name, ask them for it (preferably not more than once, though).
- When you cue them in a workout, use their name. “Hey, Bob – keep that chest tall!” lets them know you’re looking at them, and you might find a few other members automatically follow the cue as well.
- Give them a high-five at the end and if you can, comment on one thing they did really well. Even if it’s just “excellent effort today, Peter!”
- Shout them out in a community setting if they did something new or improved on a skill. This can be done at the end of class, or in any social media groups you may have.
- Introduce new members to the class before your workout intro. This lets them know you see them, they’re welcome, and it can break the ice a little.
- Send a check-in message if you notice that member hasn’t been in class for a while. Best case, this brings them back into class and training with you again. Worst case, they know you noticed they were missing, which makes them feel like a part of the community.
- Check-in the day after an injury. Not only does this help them feel cared for, but it also helps you know how they’re doing so you can adjust their workouts going forward.
By implementing these simple strategies, you can help members feel seen and part of a bigger community. Remember, it’s the little things that make a big difference in how your members perceive their experience with you.
If you want to go a little further in building your community, organize regular social events outside of the gym setting. Whether it’s a weekend hike, a games night, or a friendly competition, creating opportunities for your members to interact outside of their regular workouts can strengthen bonds and build a sense of camaraderie that extends beyond the gym floor.
Educating your staff is key in member retention, too. Prioritize ongoing education and development for your coaching staff. When your coaches are knowledgeable, engaged, and passionate about helping members reach their fitness goals, it translates into a better experience for everyone involved. Invest in workshops, certifications, and team-building activities to empower your coaches to master their craft and provide exceptional service to your members.
Incorporating these strategies into your approach not only enhances the member experience but also contributes to the long-term success and sustainability of your gym. By prioritizing community building, personalized attention, and staff development, you can differentiate your gym and position it as a leader in the fitness industry – and a community folks want to be a part of.