How Farrell’s eXtreme Bodyshaping Found a New Way To Connect Their Community

Cindi-Nikituk

“I brought FitGrid into all four of my locations after I did a 30-day free trial for one of my locations. 15 days in I knew for sure that I had to sign the rest of my gyms up with the FitGrid model.”

—Cindi Nikituk, Owner of 4 FXB locations

Results with FitGrid

Retention Rate

85%

85 percent of clients who received a follow-up message after class returned to the studio, compared to a 30 percent retention rate amongst clients who did not receive communication.

Visit Increase

20%

When Cindi rolled out the FitGrid Class App to her clients she saw an increase in visits by 20 percent for those clients who had downloaded the app.

Won Back Clients

392

Within 6 months, 1,277 unique clients who had not been in the studio in 7, 30, 60, 180, or 365 days received a message through FitGrid’s Win-Back feature. 392 of these communications turned into return clients–a conversion rate of 31 percent, without discounts.

lagree west

The Challenge

 Client Engagement during COVID-19 and beyond

Cindi Nikituk owns and operates four locations of Farrell’s eXtreme Bodyshaping. Seven months into COVID, her gyms were open at 25 percent capacity. The community was holding strong, but Cindi knew she needed to do more to keep her clients engaged. Her 75 instructors wanted to connect with clients beyond the gym, but they had no simple, scalable, and effective way to do so. That’s where FitGrid came in. Cindi signed up for a 30-day trial of FitGrid with one of her four locations to gauge ease of use and efficacy. By day 15 of the trial, she knew that she needed FitGrid set up at all four locations.

The Solution

A combination of FitGrid Pro and strong communication through FitGrid’s core tools

Using FitGrid’s automated outreach functions such as Instructor Follow-Ups, Client Outreach, FitGrid Class App, and Client Feedback, Cindi’s four FXB locations took their community connection to a whole new level.

FXB started sending customized communications to clients, who not only became more engaged but also started coming back to the studio more often. FXB instructors enjoyed using the FitGrid Pro app to customize classes based on clients’ injuries, interests, and goals and loved being able to send customized messages to clients right after class. Clients appreciated becoming more connected to their instructors – this was a driving factor in customer retention.

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The Results

“FitGrid is how you get people to show up for class, how you retain people, and how you make people feel special”, said Cindi. And the proof is in FXB’s numbers:

  • 85 percent of clients who received a follow-up message after class returned to the studio, compared to a 30 percent retention rate amongst clients who did not receive communication.

  • Clients who received a follow-up message from an instructor visited the studio an average of 10 times per month – a 66 percent lift from the clients who did not receive a follow-up.

  • 33 percent of clients left instructor ratings and class feedback, resulting in a 9.67/10 rating for the studio. This positive rating both boosted team morale and indicated a quality experience.

  • When Cindi rolled out the FitGrid Class App to her clients she saw an increase in visits by 20 percent for those clients who had downloaded the app.

  • Within 6 months, 1,277 unique clients who had not been in the studio in 7, 30, 60, 180, or 365 days received a message through FitGrid’s Win-Back feature. 392 of these communications turned into return clients–a conversion rate of 31 percent, without the use of discounts.

“FitGrid is how you get people to show up for class, how you retain people, and how you make people feel special.”

Cindi Nikituk
FitGrid is the only smart community management software that helps fitness studio owners drive success. By connecting staff, instructors, and clients through a powerful learning and recommendation grid, we help you leverage the power of your community to drive your studio’s profitability.
© FitGrid 2021