In this episode, Matt and Jack break down how the right questions can improve sales, strengthen service and boost retention. They also look at how the world’s leading hotels, restaurants and hospitality brands use questions to build connection, understand their guests and deliver a five-star experience.

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Cameron Falloon is the founder and CEO of Body Fit Training, also known as ‘BFT’, one of the world’s fastest-growing fitness franchises with over 300 studios open and 700 sold globally.

In this episode, he joins Jack Thomas to share how BFT have achieved consistency and quality across different global markets, what drives their award-winning five-star class experience, and how the brand has maintained its standards while scaling worldwide.

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The language you use matters when delivering world-class service. The top restaurants and hotels know this — but do gyms?

In this episode, Matt and Jack explore how language shapes a five-star experience, drawing on Matt’s background working with some of the world’s leading hospitality brands.

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Jay Siano and his company SABRE Life have advised some of the biggest names in fitness, such as The Fit Guide award winners solidcore, F45, Barry’s, Nofar Method, Orangetheory, Rise Nation, STRONG Pilates, TruFusion and Y7 Studio.

In this episode, he joins Jack Thomas to share how smart real estate strategy can make or break a gym, what we can learn from billion dollar hospitality brands and what it really takes to find, build and scale winning locations.

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When someone visits your gym for the first time, it’s make or break. Do a good job and you could have a client for life. Get it wrong and they may never return, or even tell their friends not to.

Data from The Fit Guide shows that many gyms are missing the mark. In this episode, co-hosts Matt and Jack share tips and techniques from the world’s best gyms, hotels and restaurants to help you get it right.

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James McMillian is the president of Tone House, one of New York’s most iconic and well-known strength and conditioning studios and The Fit Guide Award of Excellence winner.

James builds both his team and the member experience with an athlete’s mindset, striving for excellence and a strong community spirit. James recently sparked a conversation around ClassPass by leading a one month boycott that got the backing of a large number of New York’s studios.

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What can gyms and coaches learn from Broadway and the world’s leading hotels and restaurants? Rain or shine, five-star service must always be delivered.

In today’s episode, hosts Matt Lavender and Jack Thomas explore the concept of ‘hospitality as theatre’, and how this mindset helps the very best businesses deliver exceptional service consistently.

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At The Fit Guide we’ve visited and evaluated over 400 clubs across the globe. Based on our data, Matt and Jack discuss the ten brands that have scored not just highly, but also consistently, through our comprehensive, objective process.

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The Fit Guide’s Matt Lavender and Jack Thomas dive into the power of first and last impressions — and why they matter more than you think. They also share simple service strategies your team can apply today.

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Many gym owners are concerned about ClassPass. In this episode we discuss the issue, with a panel hosted by The Fit Guide co-founder Jack Thomas, co-hosts Mohammed Iqbal, Matthew Januszek and panelists Jeff Bladt, SVP at Playlist (Mindbody and ClassPass) and Rachel Hirsch, a LA studio owner who is spearheading a ClassPass boycott during September.

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Interviewee Links

LIFTs Podcast

ClassPass