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KEEP YOUR MEMBERS MOTIVATED USING:


Manage processes to improve retention


trp


Fully automated email and SMS


NPS SURVEY+


Collect customer feedback to fuel growth in your business


the last four weeks: you’re looking to increase this number each time by reducing drop-out. The higher your active member percentage, the healthier your business and membership will be. Finally, count how many members


drop off the ‘active’ list each month. Count how many of your active members have not visited for 45 days, for example, or simply count how many exercise cards you remove from the fi le each month due to inactivity. Your target is to get this count down to zero, which means that no members have become inactive that month… if you do, throw a party for all your staff, as they’ve been working very hard!


Summary You’ve put a lot of time and effort into getting your members into the exercise habit; your goal now is to keep them


June 2013 © Cybertrek 2013


coming regularly, whether once or three times a week. Members who are at risk of leaving are generally quiet about it. You must identify who you think could fall by the wayside, take action, and measure the effect. Stop your members from coming to the journey’s end! In next month’s Health Club


Management, we’ll take a look at what to do if your members do slip through your net. ●


Guy Griffi ths works for GG Fit, an independent consultancy that helps clubs improve member retention by working with staff, systems and processes. His new book, Stick Around, is available from all good bookshops and online retailers. Web: www.ggfi t.com Twitter: @ggfi t


TRP’s software is an integral part of measuring and managing member retention. If you are serious about keeping people active then you can only demonstrate that seriousness by using software. Stuart Martin, Active Nation


How can we help you delight your customers?


www.theretentionpeople.com 0845 621 2001


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