In this episode we discuss tips for effective engagement with members on the gym floor.
Member engagement or the simple act of talking to your members is a basic fundamental thing if you own a health club. This should be ingrained into your club’s culture and a focal point for you and your staff. Floor interaction with your members is big factor in improving your health club’s member retention. This may begin as boring for your staff especially but if you continue to enforce these principles you will get the beat results and impact the growth of your health club.
Here are 8 tips for improving your team interaction and touch points on the gym floor with your members:
- Make interaction a focal point in your health club. Ensure that there’s an expectation with your gym instructors for a pro-active effort to engage and interact with members in the gym floor.
- Be on the lookout for members in need of high support. Especially those giving away hints of their inexperience. Your guidance, support and education will bring these members from being uncomfortable and unsure to being competent and confident.
- Ensure that your staff look happy and approachable so that members feel comfortable coming up to them to ask for guidance or assistance.
- Know your members by name, this is a small thing but the effort can go a long way in terms of building relationships with members. Remember memberships are about relationships.
- Doing spot surveys gives you the opportunity to get direct feedback and interact and engage with your members at a higher level. You can use simple questions like “Are you getting the results you want?” or “Are you enjoying your time in the club?” Get suggestions on how you can improve your health club and chat with them at a higher level.
- Hire staff with consistency, when hiring have a mindset of a fairly stable staffing structure. As this affects member and club communication. Having staff come and go will affect how they can develop deep relationships with your members.
- Schedule with your team a time to do floor interactions, it could be from an hour and a half to two hours specially when they do not have appointments or follow ups to do. Scheduling builds an expectation from your team to get it done.
- Structure the entrance of your facility to orchestrate opportunities for interaction, a simple island desk where someone might be able to greet your members as they come in is a good idea.