How can I better retain my members?
There are many management activities that seem vitally important, but end up being distractions. One of the most illuminating surveys I read was one that split club activities into Barriers, Key Drivers and Delighters. Barriers are things like having a clean bathroom or functional equipment–if you don’t do them well, it will drive members away, but performing them well won’t exactly drive new prospects or recommendations. No one is going “your bathroom is so clean! I need to refer my friends.”
What really matters are excelling at the Key Drivers. Key Drivers are activities that that really move the needle in either direction if you perform them well or not. The most important key driver is your staff. Having quality instructors that can build long-lasting relationships is THE key way to retain your members, as that makes the biggest impact upon them. For more information on this and a look at more of the survey data: http://blog.netpulse.com/top-3-most-effective-ways-to-retain-your-member…