Member Attendance
18 Apr 2020 · 2 min
1:56
Attendance is a leading indicator that members might cancel. Track it in your CRM and reach out personally when someone hasn't shown up for two weeks. A simple check-in often keeps them from leaving.
Attendance is a leading indicator that members might cancel. Track it in your CRM and reach out personally when someone hasn't shown up for two weeks. A simple check-in often keeps them from leaving.
In today's tip, I wanted to go over a specific key performance indicator, or KPI, called attendance. This is another good metric for client retention, and it's, it's almost a predictive indicator of future cancellations. So when I say predictive, it means by looking at your attendance, you will be able to predict the outcome that there are some members who are possibly getting ready to cancel on you. So what do we like about it? Or what— that's probably not the right question. Let me say it this way. It's easy to track. You get into your CRM and you look at your attendance. I would be very aware of any member who hasn't come in in the last 2 weeks. Sometimes people go on vacation, they even let you know that ahead of time. 1 week off, maybe not a big deal, but if they haven't come in for 2 weeks, man, it doesn't hurt for us to reach out to them and ask them, how are things going? Maybe even get a goal-setting meeting scheduled with them. But the idea is the metric of attendance, by looking at it, you'll see a list of of members who haven't attended in the last 2 weeks, and it should spur some sort of action from you, which hopefully the action you take will help prevent them from canceling on you in the future because they will know that you care and that you're aware of them. Because ultimately, we want to feel like we're cared about as people and not just some number. Anyways, if you like this tip, share with a friend. Please subscribe to our YouTube channel. We are really happy to be serving the fitness industry, and we hope you have a great day.
