More in retention

If you want to improve retention at your club, you should monitor or measure several metrics....More

If you add emotional value to your members’ club experience, you could safeguard your business....More

The one thing you can count on is that you’re going to have complaints. Since you can’t avoid them, it’s best to learn how to deal with them....More

In February, I attended the Abierto Mexicano (Mexican Open) in Acapulco. It is a lovely small tennis tournament. The organizers have aspirations to make it the fifth Grand Slam. Although I enjoyed my experience at the tournament, I want to share with you the superior customer service I experienced at the Fairmont Pierre Marques hotel, which was next door to the tournament, and how that can translate to the club environment. By Karen Woodard-Chavez...More

Why is it that after about 25 years of trying to fix the membership attrition problems within the fitness industry, we are still experiencing a membership attrition rate of 35 percent to 45 percent...More

What would happen if you lost your best personal trainer or group exercise instructor to a competitor? If this has ever happened to you, then you know how important it is to retain your trainers and instructors...More

Owners and fitness managers agree that people drive the success of the fitness business. Thus, most owners find that the benefits of developing an internal educational resource for personal trainers outweigh the challenges they face in implementing the program...More

More than half of your members in 2009 will join in January, February or March. The sad reality is that the majority of these members also will lose motivation shortly after joining....More

Simply stated, customer service means servicing the customer. What sets your company apart from your competitor?...More

Are you getting most of your business from your current and past clients, especially if you have been doing personal training for at least two years...More

Avid exercisers know the importance of continually developing new muscles. But they also know the importance of maintaining the muscles they have already built up....More