Often we focus on some fancy strategy or tool to improve customer satisfaction and retention. However, it is often the little fundamentals that can have the biggest impact on member retention in a gym.

Here are a few simple ideas to improve the member retention in your gym.

Treat your customers/clients like people

When we are dealing with hundreds or thousands of members, it can be easy to see a member as a faceless number. Remember, each member is their own person with own challenges, emotions and personality. Don’t lose sight of the importance of human to human connection.

Appreciate your clients/customers

Thank you notes, thank you gifts for onboarding new clients and/or discounts to your most loyal customers can speak volumes and make a member feel special.

Welcome and ask for constructive feedback

This should include surveys sent by email; however, don’t be afraid to ask for direct feedback. Eg. How are you finding your time at the gym? Are you getting the kind of results you were hoping for?

Create a frictionless user experience

Look at your member experience with a magnifying glass and identify any points of friction. Is it hard to sign up, do members have to fill out heaps of forms? Is it hard to get help?

Invite customers to company functions

Events like breakfasts and information sessions can be a great way to improve member to staff connection in your gym. Consider holding a small event each quarter.

Treat the act of keeping customers as important as it is to getting them!

Results come from where time is focused. If you are focusing more time and energy on member retention, it should improve. Most gyms do not spend enough time on member retention related work.

Be quick to resolve issues

If a member has a complaint, don’t ignore them! Be quick to offer a solution and talk through their frustration.

Keep in touch

This is a big one. If you do not follow up and stay in touch with your members the chances of them dropping out increase, connection with staff help keep members sticky and engaged so be sure to stay in front of your members and regularly interact.