by gino arcaro- owner of X Fitness, welland, ontario, canada
Our main priority at X Fitness to ensure customer retention is providing every gym member with “The Experience.”
‘The Experience’ is part of our business language. ‘The Experience’ refers to the strongest, positive emotional event that a customer can feel while working out at X Fitness. ‘The Experience’ transcends working out. The workout is the core of The Experience, the heart and soul of The Experience, but not the whole experience.
We have defined and refined what The Experience means at X Fitness through past experience. We carefully studied what worked out for us in the past, during 4 decades of athletic leadership and academic leadership that included 40 years of coaching football and two decades of teaching and coordinating two college law enforcement programs. The Experience was the heart and soul of our football program – in the gym, on the practice field, and on game-day. The Experience was the heart and soul of my academic program, in every classroom, during every semester. The Experience was the #1 factor in student-satisfaction and retention. After studying what worked out, we identified Best Practices and included it in our X Fitness Business System, our playbook that governs every single decision we have ever made since we started X Fitness from scratch.
Providing The Experience needs practical experience. The Experience we provide customers is the most important element of customer retention because The Experience is the main factor that makes customers decide to keep renewing – dual meaning: themselves and memberships. The Experience renews members. When members renew, they renew. When they feel renewal, they renew their membership. I’ll explain exactly how we do it in the future.
X Fitness is committed to lift in mind, body and soul. Our lifting mission includes sponsoring Blunt Talk Podcast that has reached 83 countries and over 40,000 listeners in 3 years. All Blunt Talk Podcasts are soul-lifting. All 501 episodes are free, permanently archived at: www.ginoarcaro.com
There is no business tougher than the fitness business. Never stop learning. If you would like to be a guest on Blunt Talk Podcast to promote your business, please contact me at: www.ginoarcaro.com
Mill Pond Publishing Inc.
30 Mill Pond Drive
Georgetown, ON L7G 4S6