FBC
UPFRONT» Q&A
advocates via social media. We have capitalized on this by creating a cul- ture on Facebook and Instagram that is extremely interactive, and this has strengthened the relationship between the club and our members. We want to stay engaged with our members 24-7. We also find that members really
embrace the VIP guest pass program— VIP members can bring a guest with them every time they visit the club. They become natural brand ambassa- dors who provide some of our best ad- vertising and member recruitment. Our overall goal is to create an elec-
tric atmosphere where our members and staff want to be and where they can invite all their family members and friends!
Wes Hodgson master franchisee World Gym Canada Kitchener, Ont.
www.worldgym.com
Q & A Jackie Cooney Wes Hodgson 16 Fitness Business Canada May/June 2015
“What is the most effective strategy your club employs to retain members?”
members to partake in our VIP mem- bership program. Our VIP program in- cludes full access to all of our facilities, unlimited childcare, unlimited guest passes, unlimited hydro massage, un- limited tanning and unlimited group exercise classes. The World Gym VIP member is typically our most engaged and most active member who also par- ticipates in ancillary programs, which contribute to additional club revenue, such as personal training and small group training. Our VIP members typi- cally have a higher daily spend at the club through our pro shop where they can get a post-workout shake at the Barbell Cafe or grab the latest World Gym swag. These members become huge
W
e find that the best retention tool at World Gym Canada is encouraging new and existing
Richard Earney
personal attention. Our key priority is listening and valuing our members’ and employees’ feedback. We have a very high retention rate,
M
which is testament to our ongoing perseverance to “meet our members where they need to be met.” We focus on exceeding member expectations daily; we call these “wow” moments. Treating members as individuals, not just a number is our strategy. Personal attention is such an important as- pect of our philosophy that we have
idtown prides itself on inspir- ing our members through movement, community and
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48