Recently, we’ve talked a lot about how you can truly own the member experience at your gym. We’ve provided resources to help you make it unforgettable, from the moment a lead finds you online to the moment they’re celebrating a long-term gym anniversary.
Today, we’re taking a look at an outstanding member experience from the other side: Through the eyes of your members. Use this as a challenge to think about what the journey currently looks like for them, and where you have opportunities to level it up.
One important thing to keep in mind: Almost everything in this experience is automated. It’s all set up to help save you time, while properly guiding your members and increasing gym revenue.
Pro Tip: Not sure how automations work, or even what they are? Book a demo with the PushPress Grow team today to find out how automations can save you time and increase revenue!
The Background.
Meet Sarah. Sarah has been a member at several gyms over the years and she’s struggling to find a consistent routine. Not sure where to start, she Google’s “gyms near me.”
Because your website is ranked on the first page of her Google search, it’s the first to grab her attention. She clicks to your site and boom, her member experience has started.
Your website is informative and easy to navigate. She sees people that look like her. It’s easy for her to take the next steps, clicking the “Book a Free Trial” button and making an appointment. Sarah immediately receives a personalized welcome text, letting her know your team is excited to meet her and talk about her goals.
Her intimidation turns to excitement and she’s ready to join almost before she even walks in the door.
The Seamless Start.
The signup process is quick and easy. Your coach hands her a tablet and with a few clicks, her waiver is signed and she’s signed up for her first class.
As she gets in her car to leave the gym, she receives a text: “Welcome to our gym family, Sarah! We’re excited to help you reach your goals. Check your email for a brief video from our team with all the helpful tips & tricks you need to get started.”
What Sarah doesn’t know is that the text and email were sent to her while you’re at home having dinner with your family. Because once your coach enters her as a member, your automation is set to properly guide her through the journey.
This is the beauty of the automated member experience. She’ll receive all the info she needs to sign up for classes, update her billing, track her workouts and celebrate gym milestones. You can rest assured that the automation will manage these things. But if at any point you decide to jump in for a more personalized, one-on-one conversation with her, that’s an option too.
The Intro Period.
During the first couple of weeks, Sarah also loves connecting with coaches and other members through the Member app. She asks what brand of shoes people recommend for classes. She appreciates the reminders from coaches about the all-gym cookout next weekend.
At the gym Sarah used to belong to, coaches would have to handle admin tasks right up until the very minute class started. At your gym, coaches use the Staff App to check off tasks quickly. So Sarah loves the fact that they socialize with her and other members, before and after class. They ask about her goals and give her some helpful tips for her journey.
Near the end of her first month, Sarah receives a milestones celebration text: “Congrats, Sarah! You just attended your tenth class. We’re proud of you for being consistent and starting your journey strong!”
Four months into her member experience, Sarah and her family take a vacation. When she misses a week of classes, she gets a text: “We miss you, Sarah! Where’ve you been?” She happily responds that she’s on vacation and will be back next week.
“I miss my gym family already!” she responds.
The Future.
Time and time again, Sarah learns why your gym is different than any other gym she’s been a part of. The basics are simple, like reserving a spot in class or tracking her workouts. She feels connected to her gym community and most importantly, she knows that you care about her journey.
From a business perspective, you’ve set Sarah up to be a loyal, long-term member. She’s enjoying her journey, she contributes to various revenue streams in addition to her membership fees. She tells her friends about the gym, in person and on her social media channels, helping to grow your membership base even more.
How The Ultimate Member Experience Is Done (For You).
Guiding every member through a journey like this would be a daunting task if it weren’t for automation.
All of this is done for you with the help of PushPress Grow, a Customer Relationship Management (CRM) system. With Grow, you and your entire team can access an epic amount of data, including profiles, notes, interactions and potential for conversion. What used to be done through spreadsheets and entirely too much time can now be automated to deliver an incredible experience for members and leads.
The ultimate goal is creating an unparalleled member experience for your community and leads. By managing your relationship with them properly, you’ll save time, set your brand apart, increase conversions and drive revenue.
Ready to find out how to make PushPress Grow work for you? Book a demo with our team today!
