How do your customers feel when they enter your gym? Do they feel safe? Looked-after? At home? It’s so important to take care of your customers from the moment they walk through your doors.

I noticed that during the holidays, when we would decorate the parent lobby with a tree and lights, we got significantly less complaints during this time. Was it all down to holiday cheer? Maybe, I wondered. But maybe… just maybe it was how good it felt for parents to hang out in our lobby, regardless of the decorations.

So, I made the decision to make the parent lobby a positive and inviting space all year round. Then I applied this to the entire gym. After detailed crafting of our enviroment, from the bathrooms to the flooring, to how our staff respond to our customers we managed to create a home away from home.

In this episode of the Beyond the Mat podcast, I’m taking you behind-the-scenes to reveal just how we built the ideal experience for everyone who enters our gym. I’m sure you’ll enjoy it.

Creating Profitability From Your Credit Cards

Takeaways From This Episode

  • How parents feel when they enter your gym plays a crucial role in whether on not they will become customers

  • The smallest detail matters. Can the floors be easily mopped? How does it smell? Are the staff genuinely interested in your customers’ lives?

  • Honor your members in what they achieve in a place that potential customers can see

  • Treat your staff well with a place they can go to get away from the bustle, vent if necessary, recharge, and get back out there!

  • Recruiting staff who create the right experience can be a trial-and-error process. When you find a superstar, cling on to them if you can

Did you enjoy this episode? If so make sure you tell your gym owner friends about it and subscribe to the podcast to keep up with new episodes!

To check out a short video trailer of the episode, hit play below: