Tips for Client Retention During the COVID-19 Outbreak

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This article will take you through; 

  1. How COVID-19 is affecting Gyms and Studios
  2. Tips for client retention
  3. Next steps and additional support

How COVID-19 is affecting Gyms and Studios

We wanted to outline some possible scenarios you may encounter and how to best deal with them as you begin to navigate your new way of working during the COVID-19 (Coronavirus) pandemic.

The main concern you will be facing is the health and safety of your staff and clients. Depending on your place in the world you may have already had to shut your doors to assist with ‘Flattening the Curve’.

This can cause another big problem for your business; loss of revenue. Many clients might want to pause or even cancel their memberships as they are no longer able to attend your sessions. Some will have lost their jobs so they are unable to pay their Recurring Memberships fees, and new prospective clients will be holding off on purchases until normality resumes.

Read our blog on protecting your clients and your business here; 

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Considering the above, all is not lost, there are many preventive steps you can take to ensure your business thrives during this difficult time. Having a good strategy in place will separate you from your competitors and will ensure your clients come running back to you as soon as they possibly can. 

Tips for client retention

Community Engagement

The first step you need to take is to ensure you are being as transparent and communicative as possible with your clients by engaging them on your plan every step of the way. There are several ways you can do this but we recommend starting with the News Section of your Member App.

Adding news to your Member App is a great way to store updates about the changes as they happen. Read the following article to find out how to set this up;

Please note;

The Member App is only available on certain Glofox packages, for more information or to upgrade reach out to customersuccess@glofox.com or email your Onboarding Manager. 

Once you have your message within your News section, you should then look at ways to push that message out to clients. Read the following articles on how to do that; 

Add value and remote access

The best way to keep your clients engaged during closures is to add value in another way. For example, you could offer remote workouts, remote nutrition plans, virtual PT sessions, in-depth blogs, live Q&A's and much more. 

Here's are some resources for the above and make sure to check back as with flesh this section out; 

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Offer partial refunds

If you’re are unable to deliver the full value of your memberships remotely, then it might be worth offering a partial refund. To do that, read the following article; 

Offer a temporary pause

If the above isn’t working for you or if you have a member that insists on churning, you can easily pause memberships for a set period of time. This is the last resort to avoid members churning completely whilst ensuring that once your doors open they come back to your Gym/Studio. We've made pausing memberships as easy as possible. To Pause memberships, read the following article; 

Next steps and additional support

For more tips on managing your business during this time, check out our COVID-19 Resources page: 

For additional support, reach out to support@glofox.com, and we will be happy to assist you.

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