It costs much more to acquire a customer than to retain existing ones. Ensure results through the loyalty protocol.
The customer induction and follow-up protocol is a loyalty tool based on a series of actions aimed at ensuring a warm welcome and support during the initial period for clients.
Without delving into sometimes misleading proportions that are sold without evidence, anyone with a business already knows that it costs much more to acquire a customer than to retain existing ones.
We also know that the fitness industry is characterized by a high turnover and abandonment rate. Although this is partly due to the idiosyncrasy and typology of the service offered, it should never be an excuse to neglect the importance of quality attention.
The majority of cancellations at a sports center occur during the first 3 months.
The quality of attention is especially important in the first few months of a new client's life, as they are faced with a new situation, surrounded by uncertainty, and without a solid exercise habit.
Every interaction between the center staff and the clients, especially in their first months, will crucially impact the chances of that person feeling increasingly comfortable and continuing for another month at the center.
Our proposal: Develop your Induction Protocol.
We propose creating an induction process that is simple and efficient, facilitating its internalization by the entire team.
This protocol is based on a series of actions that ensure continuous contact with the clients throughout the duration of the induction.
- CLIENT REGISTRATION: In this phase, the first action is to register the new member on the Trainingym Manager platform (integration with the center's Management program or manually). Next, assist the client in DOWNLOADING the APP (ensuring the penetration rate and use of technology), provide them with the login credentials via an Automatic Welcome Email or manually. Then, schedule a WELCOME APPOINTMENT with a staff member responsible for conducting the Initial Interview (Task 2).
- INITIAL INTERVIEW: The staff member responsible for this interview will perform several actions according to permissions. These actions include: HEALTH QUESTIONNAIRE (ParQ, Risk Factors, ...), INITIAL INTERVIEW (Physical Condition, Availability, Preferences, and Muscle Groups), BODY ANALYSIS (Weight, Tanita, Inbody, Balance Trainingym Scale, and Blood Pressure), DIET (Trainingym Diet or attach document), and EXERCISE PLAN (training).
- FOLLOW-UP: This phase is vital for continuing the process and establishes the different valuable actions and contacts with the member, validating the entire induction process and identifying the member with High, Medium, or Low Risk of dropout. The marked TASKS (dates are adapted to the availability and resources of the Staff and the center) indicate a series of actions, which must be configured beforehand in Trainingym Manager and validate the entire process.
Trainingym provides a variety of tools within the optimization of Trainingym Manager to enhance the functionality of the process:
- Establishing milestones and achievements to maintain motivation.
- Maintaining constant contact via email and push notifications, aiming to communicate valuable information and relevant center news.
- Providing close and pleasant personal attention.
- Conducting daily assessment surveys to obtain feedback on satisfaction levels.}
- Scheduling periodic follow-up appointments to reassess goal achievement, body composition, and review the routine.
Do you already have your Induction plan?
We've outlined a series of MILESTONES for you to adapt your induction process to your reality and enhance the customer experience, optimize center resources, and highlight the Technical Staff.
