How do your customers feel when they enter your gym? Do they feel safe? Looked-after? At home? It’s not rocket-science to literally have people feel like they’re at home.

During the holidays, we would make our parent lobby extra inviting and warm. We got significantly less complaints during this time. Was it all down to holiday cheer? Maybe, I wondered. But maybe… just maybe it was how good it felt for parents to hang out in our lobby, regardless of the decorations.

After detailed crafting of how our space, staff, everything they make contact with, presents itself to parents, we have a home away from home. An old customer who I hadn’t seen in years was walking by, literally smelt our parent lobby, and walked in to say hi. He said it felt like home. 

In this episode of the Beyond the Mat podcast, I dive into how we crafted the ideal experience for everyone who enters our gym, from the candles to the flooring, from the greetings to the behind-the-scenes logistics. I’m sure you’ll enjoy it.

 

Key Takeaways:

• How parents feel when they enter your gym plays a crucial role in whether on not they will become customers.
• The smallest detail matters. Can the floors be easily mopped? How does it smell? Are the staff genuinely interested in their lives?
• Honour the kids in what they achieve in a place that new parents can see.
• Treat your staff well with a place they can go to get away from the bustle, vent if necessary, recharge, and get back out there.
• Staffing for the right experience can be a trial-and-error process. When you find a superstar, cling on to them if you can.

 

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