A great example would be helping an individual set a goal.
“A trainer approaches a member as they’re using a specific piece of equipment and suggests that they set a goal of 10 reps today and 12 at the next visit. Then, the trainer can follow up with that member, and ask about those 12 reps. Interact really can make you look smarter than you are,” he says.
Outside of the club, TRP’s Digital module allows you to make automated, but informed, contacts to keep the conversation going. Messages are tailored to specific member groups to ensure they resonate.
Finally, the Insight module enables you to collect comments, opinions, and feedback, and then turn them into actionable items for your staff. You also can survey your members to get an NPS to see just how loyal and engaged they are.
The survey asks one simple question: How likely are they to refer people to your club? The member responds using a number from 0 to 10, and those responses are analyzed to compute your NPS. The result is a valuable metric that lets you see how well your club is doing, and how it compares to others in the industry.
However, all of this begs the question: Is this overkill?
Hardly, Albert says, noting that member communication in any form works as long as it’s relevant. “People don’t mind contact, as long as it’s the right contact. It’s so important to make sure that, when you’re reaching out to them, you’re doing it well.”
The Engage Suite in Action at Stevenson Fitness
Chris Stevenson, the founder and owner of Stevenson Fitness in Oak Park, CA, agrees.
His 7,500-square-foot club, which serves more than 2,000 members, offers cardio, strength training, personal training, group exercise, and small group training. And Stevenson relies heavily on TRP’s Insight and Digital to improve his relationship with those members; it integrates with the Shape.net club management software he uses.
When the club began using Insight, the club’s NPS was 77, a respectable score by any measure.
But Stevenson wasn’t quite satisfied, so he set 80 as a goal.