fbpx

Tag: Software Features

Increase Customer Retention

This One Thing Can Help You Increase Customer Retention

This One Thing Can Help You Increase Customer Retention

RETENTION

FitGrid | October 15, 2021

Leverage instructor communication to increase engagement, retention and revenue at your studio.

What if you could increase customer retention and engagement at your fitness studio right now? By empowering your instructors to engage with their students, you can save time and boost revenue in just a few simple steps. The FitGrid Pro App was designed specifically to help studio owners nurture these important connections to build community and improve sales. 

The FitGrid Pro App is more than just a marketing automation function, it is a platform that builds one-on-one relationships, cultivates community, and helps to boost performance in the studio and on your P&L by facilitating communication between instructors and students.

Skeptical? Let the numbers speak for themselves. 

​​During their first year using FitGrid, Pure Body Studio found that 65.3 percent of first-time clients came back to the studio after receiving an instructor follow-up message, compared to the 12.5 percent of first-time clients that came back after not receiving a follow-up message. They also saw a 79 percent average open rate on their FitGrid Pro App messages, and a 52.8 percent increase in the number of first-time students returned to the studio compared to those who did not receive a follow-up.

What is the secret sauce that makes these metrics jump with very little input? A few things make the FitGrid Pro App a must-have for studio owners who want to increase their customer retention:

1.) Follow up when the time is right – The FitGrid Pro App allows you to set unique instructor email timelines, based on customer visits. You can set easy-to-trigger, templated, yet customizable follow-ups after certain visits of the studio’s choosing, such as a student’s first, fifth or tenth class.  Your instructor’s Pro App dashboard will tell them exactly who they need to follow up with and will make sending the emails as easy as a click of a button. The instructor can message select students or all of the students from class at once within the 48 hours after class.

2.) Allows you to strengthen instructor-client connection – Instructors are often one of the main reasons people visit your studio, so it is imperative that you focus on how they communicate with your community. Empower your instructors to build relationships with their clients by using the FitGrid Pro App to review a client’s goals along with any notes that instructors have jotted down about that person’s class experience. They can also review injury information, upcoming special achievements and milestones, and see when client’s class packages are coming to an end. The FitGrid Pro App facilitates strategic communication that builds loyalty and engagement, which can help your instructors fill their classes more regularly. The stronger the bond between instructor and client, the more likely people are going to be to return to your studio.

3.) The right balance between personalized and customizable – Instructors can write their follow-up templates in their own voice, this way the messages feel authentic. Instructors can either send out their general templated email with a quick click of a button, or choose to write a more personalized message to select students that might need an extra boost or customized messaging. Clients are able to respond directly to the instructor’s emails with a hidden email address to ensure that their personal details stay private and within your studio’s system.

4.) The FitGrid Pro App pays for itself  The Pro App facilitates up to 70 percent more first-timer returns, which means more revenue for your studio. If you are able to secure just one student membership through FitGrid’s Pro App and other services designed to help studio owners succeed, the service will pay for itself. For example, Bikram Yoga Rye Brook used the Pro App to send out follow-ups to 356 first-time clients. 248 of those clients returned, which is a 70 percent retention rate of first-time clients. Other studios have seen results ranging from a 60 percent increase in client retention to a 10 times increase in class size to a 30 percent win-back rate. No matter how you slice it, FitGrid’s features help studio owners drive tangible success.

5.) Track instructor performance – The FitGrid Pro App owner dashboard allows you to see which instructors are retaining clients and which are not. With this function, you can find out who to reward for their exceptional customer retention skills and catch problems before they spiral out of control. The Pro App’s instructor dashboard also gives instructors access to view their own retention rate and open rate, and they can see how they are performing over three and six months anonymously benchmarked against their peers. If FitGrid’s Client Feedback feature is activated, instructors can also see what their students are saying about them. Having access to this information inspires instructors to take initiative to improve their performance in the studio and in digital communication, driving client loyalty, and retention.

The FitGrid Pro App was developed to fit your specific needs as a studio owner. The service is affordable, simple to implement, and drives proven results. Let the app speak for itself. Start increasing your customer retention today, try FitGrid Pro App along with FitGrid’s other community building, revenue-driving features free for 30 days, or talk to our team about how to get more out of your current features.

ABOUT THE AUTHOR

Related Posts

Subscribe Here!

FitGrid

FitGrid is a community management system designed for boutique fitness studios to engage clients on a personal level

Continue reading

How FitGrid Can Help Grow Your Revenue

How FitGrid Can Help Grow Your Revenue

How FitGrid Can Help Grow Your Revenue

SOFTWARE FEATURES

FitGrid | September 22, 2021

Community management software that helps fitness studios increase their bottom line

Do you struggle with finding the time to do everything it takes to build a thriving fitness business? FitGrid, a smart community management software developed with the fitness studio owner’s specific needs in mind, can help. By connecting staff, instructors, and clients through a powerful learning and recommendation grid, FitGrid helps you leverage the power of your community to drive your studio’s profitability.

Here are four ways that using FitGrid can help you grow your fitness studio’s revenue, right now:

Save time and energy, while increasing revenue

According to Campaign Monitor, marketers who use segmented campaigns see huge boosts in revenue, some note as much as a 760% increase! Knowing that segmentation is a foundation of email marketing success, FitGrid created an automated outreach platform that allows you to divide your client base into segments so you can intervene with at-risk clients and recognize your most loyal ones. FitGrid sends your staff daily recommendations on who and how to reach out to your customers. Much of the outreach is automated, helping save you precious time and energy, while allowing you to customize messages to give them a personalized touch. 

Cultivate community to keep clients walking through the door

People want to feel that they belong to something bigger than themselves. Nurture community at your studio, and your business can thrive. From creating in-depth client profiles that allow you to understand your clients’ goals, preferences and habits, to a consumer-facing app that allows studio-goers to connect with other clients online, to a feature that allows instructors to communicate with their students, increasing engagement, loyalty, and revenue, FitGrid has created several solutions that help you cultivate community. Sending instructor follow-ups from the FitGrid Pro App, for example, can increase the number of first-timers who come back to your studio by up to 65 percent.

Empower your clients to be your biggest advocates

Word of mouth referrals are widely considered to be the most effective form of marketing. People might not trust marketing messages from a company, but they do trust what their friends love and recommend. The FitGrid Class App makes client referrals simple and intuitive, allowing people to invite their friends and family to class with a simple click of the button. We’ve found that about 1 of 6 members referred via FitGrid end up joining the studio.

Use your resources wisely to decrease customer churn

Research indicates that it is much easier and more cost effective to regain a past client than to find new clients. FitGrid empowers you to easily connect with past clients and get them back in your studio. Our clients have seen real success in driving revenue by winning back clients. For example, Cindi Nikituk who owns four locations of Farrell’s eXtreme Bodyshaping sent out messages to 1,277 unique clients who had not been in the studio in 7, 30, 60, 180, or 365 days through the FitGrid Win-Backs function. 392 of these communications turned into return clients –a conversion rate of 31 percent, without offering discounted programming. The FitGrid Pro App elicits similar results, with 65.3 percent of first-time clients came back to the studio after receiving an instructor follow-up message.

FitGrid knows the fitness business and has developed community management solutions with your success in mind. What are you waiting for? Let FitGrid fuel your studio’s success today. Try FitGrid for free for 14 days. 

ABOUT THE AUTHOR

Related Posts

Subscribe Here!

FitGrid

FitGrid is a community management system designed for boutique fitness studios to engage clients on a personal level

Continue reading

3 Ways That FitGrid’s Features Can Help You Save Time When You're Short-Staffed

3 Ways That FitGrid’s Features Can Help You Save Time When You’re Short-Staffed

3 Ways That FitGrid’s Features Can Help You Save Time When You’re Short-Staffed

SOFTWARE FEATURES

Chris Beer, founder of B.Well Consulting | September 16, 2021

If you’re experiencing staffing challenges in your studio, know that you’re not alone.

What some have called “The Great Resignation” has been a staffing nightmare for most businesses. According to the U.S. Department of Labor, a total of 11.5 million workers quit their jobs during the 2nd quarter of 2021. 

At FitGrid, we feel the impact of that statistic. We’ve spoken with many understaffed studio managers and owners who feel the pain of a growing to-do list and not enough hours in the day to get things done. While the search for new staff members can seem overwhelming, one mental shift you can make right now is to focus on what you can control – including the full utilization of your software solutions. 

If you are a FitGrid subscriber whose studio is short-staffed, you can tap into the software’s features that automate everyday studio operations. In this article, we’ll look at 3 ways that FitGrid’s smart community management software can help you save time by eliminating repetitive tasks, reducing hours spent on communication, and helping to improve overall productivity. 

1.) Make sure your clients feel heard

The purpose of your business is to help fill the needs of your clients. The best way to understand how to do this is to engage in regular communication with them, but this takes a ton of time right? Not necessarily. FitGrid’s Client Feedback feature makes it simple to gather valuable insights from your clients. This function allows studio owners and managers to receive feedback directly from their clients—without having to spend the time checking in with everyone individually.

Here’s how it works: FitGrid sends quick and easy surveys to clients via email after they take class. Clients rate their experience on a 1-10 scale, with the option to leave written comments. As the studio owner or account admin, you can select to receive feedback about specific instructors. Clients are invited to complete a survey once every three months per enabled instructor whose class they attend, giving you the ability to collect feedback at regular intervals.

By helping your clients feel heard, you can improve your clients’ satisfaction and loyalty to your business. Ready to get started? This support article will help you set up your FitGrid Client Feedback feature. 

2.) Reach out to the right clients at the right time

In a perfect world, you’d remember every important milestone in your clients’ journeys. However, when juggling many tasks, it’s easy to let important communications fall through the cracks. FitGrid’s Client Outreach feature assists studio managers and staff by allowing you to create connections with important clients at precisely the right time. Fit Grid’s Pro App empowers your instructors to follow up with their students, increasing loyalty, engagement and retention. These solutions provide your team with a clear action plan for building community–and increasing retention and sales–through authentic communication.

Here’s how it works: 

Client Outreach: As the studio owner or admin, you control the managers and staff who have access to Client Outreach. The team members you select will receive a prioritized list of clients to communicate with every day. This list also explains why each client was selected and what your goals should be when sending them a message. Your team sends custom messages to each client individually. With a few clicks, you can examine the client’s purchase and visit history, then write and send them a brief personalized message. From the client perspective, clients receive Client Outreach messages in their email inbox. In the “from” field, the staff member’s name will be displayed. This touch causes the email to feel more personal, which increases the chances that it’ll be opened and read. The client can reply and have a conversation with the staff member.

Pro App: You, as the studio owner, select which instructors you would like to engage in follow-up communication with your clients and set milestones for how often you would like them to do so. Next, your instructors will create their own personalized message templates that can be used for each milestone, perhaps a word of encouragement after a client’s first class or to cheer them on after their fifth. Don’t worry, the instructors can customize these messages before they send them, maybe to add a personal note about something this particular client can work towards or a goal that they crushed during class that day. Once everything is set up, the app reminds the instructor when to send follow-up messages, which can be sent with the click of a button or customized, when needed. This app helps build stronger bonds between instructor and client, with a proven track record of increasing studio retention. 

Communicating with clients in these ways can help you save time and increase sales. Concerned about directly connecting your staff and your clients? No fear – the reply will be routed through FitGrid and show up in the staff member’s email inbox. The staff member can also reply, and again the message will be routed through FitGrid before going to the client. This allows the staff member and client to have a conversation while keeping their personal email addresses private.

Ready to get started? This support article will help you set up your Client Outreach feature (note: upgrade to FitGrid’s Gold Plan is required to access this feature), and this support article will help you get started with the Pro App. 

3.) Automate your win-back strategies

Obtaining a new client costs much more money, time and resources than retaining a preexisting one. When you’re running a lean staff, consider activating FitGrid’s Win-back feature to help you tap into the power of automation to almost effortlessly bring back lapsed clients. 

Here’s how it works: Our Win-back feature allows you to trigger automated messages to clients that have not visited your studio in a designated amount of time. Clients who have fallen off in terms of attendance are eligible to receive a message from their most-visited instructor that acknowledges their absence, and encourages them to come back to class. Accountability plays a huge role in retention, especially in the boutique fitness industry, and having a client’s favorite instructor personally invite them back to class strengthens the sense of community required to run a successful studio.

Ready to get started? This support article will help you set up your Win-back communications.

While nothing can take the place of human connection, the right combination of automation and manual execution can help alleviate some of the issues caused by your studio’s staffing challenges. Using your FitGrid subscription to address the three operational challenges listed above can strengthen a studio owner’s or manager’s ability to navigate a lean staffing situation. If you have yet to sign up for FitGrid, now is the time. Try our innovative, time-saving, revenue-boosting software free for 14 days.

ABOUT THE AUTHOR

Related Posts

Subscribe Here!

FitGrid

FitGrid is a community management system designed for boutique fitness studios to engage clients on a personal level

Continue reading

11 Tips for Fitness Instructors Who Are New to Live-Streaming

11 Tips for Fitness Instructors Who Are New to Live-Streaming

11 Tips for Fitness Instructors Who Are New to Live-Streaming

BUSINESS OWNER INSIGHTS

Nicole Cier | April 3, 2020

If you’re a fitness studio owner or instructor who is new to streaming classes, you’re probably still getting comfortable with the shift. We’ve put together some tips to help you get the best results possible. Keep in mind that perfection is not the goal or the expectation. What matters is that your team is showing up for your clients and giving them a way to stay healthy and connected while they’re stuck at home—no fancy equipment necessary.

Here are our tips to help your live-stream fitness sessions go as smoothly as possible…

1. We need community now more than ever

Clients look up to your studio team to guide them through their fitness regimen and inspire them to follow through with their goals. Yet without the typical social interactions and friendly competition they’d get during a face-to-face session at the studio, they may feel alone in their fitness journey. Just because you’re WOFH—“working out from home”—doesn’t mean you can’t continue to support them! Cheer your clients on and make them aware that you are there for them during this unusual time. Let them know you are here for them, and back them up with support from you and the studio.

2. Encourage clients to invite friends to class

We’re all looking for ways to do virtual activities with friends and family in order to help support each other. So encourage clients to invite someone to the next class—and that someone can be anywhere in the world. Now that you’re live-streaming, start tapping into your clients’ broader social networks while giving them ways to stay connected, too. This creates new leads for your classes once the studio is able to reopen as well as strengthens your community.

3. Get comfortable with the process

Any mobile phone, laptop, or desktop computer with video capabilities can work for live-stream content, but make sure you are familiar with it ahead of time. Charge your phone or computer as well as any headset or earbuds you might be using. Set up a tripod, or create a makeshift tripod out of stacked books or boxes. You may want to film a few test shots to make sure you are fully in the frame but close enough to the camera so that clients can clearly see you. If you are using FitGrid and Zoom to live-stream, make sure you download the Zoom streaming app (see our FitGrid LIVE User Guide for more information on how to do so). Then you will receive a link to access your “virtual classroom.” Once you Zoom-enable the class, email notifications will go out to clients one hour before class starts, and instructors will receive the class link 30 minutes before class. 

4. Give yourself (and everyone else) ample time

Allow a 15 minute period to prep for your class and ensure all your audio and visual settings are correct. A few minutes before class you can allow clients to virtually check-in, get settled, and welcome everyone. And after class, if time allows, set aside 15 minutes for instructors to address any questions or concerns clients may have. This is a confusing time for all of us, and having their favorite instructors’ insights can ease any worries clients may have about maintaining their fitness routine.

5. Send follow-ups after class and ask for feedback

This is going to be a new experience for most of your clients, and admittedly we’re all figuring it out along the way. That’s why it’s crucial that you take the time to reach out to clients after class—ask them how they liked it, what they’d like to see more or less of, and just generally let them know that you’re still available even if you aren’t seeing them in person. FitGrid has built these tools into its platform with the instructor app, which makes it easy to keep track of clients’ needs and send followup messages after class, as well as the Client Feedback tool, which automatically sends surveys out after each class.

6. Be mindful of lighting

Most fluorescent and overhead lighting does not work well with video. It creates a flickering effect that can distract the viewer and interfere with the quality of your video. Film your workouts with natural light if you can. Be sure that your body faces the light source to prevent being backlit and therefore difficult to see. Outdoor filming can offer great results as well. But make sure before filming that you have a steady WiFi connection and there is minimal background noise, such as birds or street sounds. Also, direct sunlight is not ideal either indoors or out.

7. Keep it easy on the eyes

Avoid wearing clothing with bright colors or patterns because they can distract from the workout on camera. Try to wear clothing that contrasts with your surroundings; for example, if your background is bright, wear dark colors, and if your background is on the darker side, wear bright colors. Pick a simple environment if you can, too, such as a clean, bright room with limited furniture and clutter. Clients will have a much easier time focusing on your instruction without these distractions in the background.

8. Consider your audio quality

It can take some work to perfect the audio quality of a streaming class. Make sure you speak clearly and slowly and project your voice. Avoid rooms with echoes or noise drifting in from nearby family or friends, if you are quarantining together. You can also use a wireless microphone or Bluetooth earbuds, such as AirPods, to achieve higher quality audio—just be sure to fully charge it in advance! For more tips on obtaining the best audio quality for your live-stream, we’ve put some info together here: FitGrid LIVE Optimal Audio/Video Guide.

9. Stay consistent, when possible

Try to record your fitness classes in the same location each time without changing the physical lighting or furniture in order to create a sense of continuity in your videos, both for your own convenience and the comfort of your viewers. This includes your clothing, too—stick to a similar color palette. These simple choices can create a reliable atmosphere for your clients that they will appreciate.

10. Use Zoom filters to touch up

This trending article from The Cut reveals a “beauty filter” that you can activate through Zoom webcam conference services to freshen up your appearance after days spent inside (and possibly without skincare or makeup products to help out). Click on the bottom left button on the Zoom screen, “video settings,” and click “touch up my appearance.” This will slightly alter the image in the webcam to make it a bit more forgiving on the details.

11. Host Q&A sessions for clients who need extra attention

Consider creating a live-stream schedule to help clients who may be experiencing technical difficulties or need extra modifications or support for their workouts. They’ll appreciate knowing that you’re there for them—and this is something that no on-demand platform can offer. 

Your clients will be so grateful that you’re adapting to new circumstances and needs in order to help them stay active from home. Ultimately, we believe streaming is probably here to stay, and using it now will also be preparation for the future in which it’s part of most studios offerings.

BONUS: Here is a helpful guide with tips for teaching virtual fitness classes from home that you can keep on hand or share with your instructors. 

We’ve been helping fitness studios go virtual since the beginning of the pandemic. Let us help you. Learn more about FitGrid today

ABOUT THE AUTHOR

Related Posts

Subscribe Here!

FitGrid

FitGrid is a community management system designed for boutique fitness studios to engage clients on a personal level

Continue reading