This 2 week training schedule is the recommended onboarding schedule for a new manager's first 2 weeks.

This does not mean that there is no additional review and training beyond the first 2 weeks.

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Week 1 - Monday

As the manager of the studio, it's very important to recognize what your role is, what your responsibilities are, and what to look for to create a successful culture in your studio (both members and team).

Culture and Customer Service Experience

In addition to the above videos (on being a part of a brand, and what our customer service experience is) there should also be a conversation with the studio's owner on expectations around these topics and what that means at your location.

These Manager Bootcamp Webinar videos will take a look at the main parts of your job as the leader of the studio, but from a top level point of view. This is aimed at helping you see what the management of the studio would look like without needing to be involved in every aspect, and how to actually manage and lead your team.

Week1 - Tuesday - Thursday

Your studio will be running ads for one of these marketing offers: Web Special 3/5 classes, 6 Week Challenge, or First Class Free.

Check in with your studio's owner to know what your main lead offer is.

Note: all studios must accept Web Specials and Groupons (information in the Marketing section of training) regardless of lead offer.

Below, find access to our sales and instructor training. Use the 2 week training schedule above to guide you on when to go through these lessons.

Week 2 - Monday

Week 2 - Tuesday

Check out each of the Marketing Page sections listed below, and discuss with the studio owner to know who is responsible for which parts of your marketing and studio promotions.

Other Social Media Resources

Why is Member Retention important?

Without a focus on retaining our current members, we can essentially end up treading water instead of seeing actual growth.

"Satisfaction is a rating, loyalty is a brand." ~Shep Hyken

"Loyal customers, they don't just come back, they don't simply recommend you, they insist that their friends do business with you." ~ Chip R. Bell

As an example:

• In the current month you work hard to bring in people and convert 30 new members

• At the same time there were 10 members expiring without being renewed and 10 people terminated their memberships

• So, you converted 30 new members, but only netted 10 new members in growth for the studio

• In this example if you would have renewed at 50% and only lost 5 members to terminations, you would have netted 20 new members for growth

From this example you can see why it is equally important to focus on keeping the members that you have already worked so hard to sign up.

In the sections below you will find a video on all the different areas to consider for member retention, and other things to consider to increase your retention through events, check ins, and member value.

Add list of main topics as bullet points for the video...

What are some retention actions?

• Check In Calls

  • • Within 2 weeks - ensure that your new members are actually attending classes, see how they are doing in those classes, check in on how they are feeling in relation to their goals, and put a new goal in place.

    • 3/6/9 months - depending on the length of their membership, check in with the member during their membership for the same reasons as the 2 week call, but also to begin the renewal process keeping them invested in long term results.

• New Member Emails

  • • Automated emails that will begin automatically when you sign up a new member. These emails are aimed at improving their experience and providing some additional coaching.

• Nutritional Emails

  • • Automated emails that will run in tandem with and to support the new member emails. These are aimed ad providing additional information to help your members eat better and see faster results.

    • These are set as a longer delay drip automation: the longer they stay, the more information they will receive.

• Social Media Posting

  • • VIP posts and shout outs for new members and for accomplishments

    • Public shout outs for members, tagging them

    • Continuous VIP group engagement

• Fit Tips

  • • Provided on the The ILKB Class Page, these monthly health focus documents are aimed at helping you provide some additional information each month to help your members live a healthier lifestyle.

    • The focuses have action items, additional resources, and general info to share. Being monthly allows more time for information to be absorbed and practiced by your members

MindBody reports to keep an eye on for retention:

• Membership Report

  • • Upcoming expirations - plan our your renewal efforts for members coming up on the end of their contract

    • Suspensions - see how many members you currently have on suspensions

    • Terminations - how may terminations have you had recently and what the reasons were. How can you improve?

• Last Visit Report

  • • Checking your MIAs - you can set regularly to a 7 day, 14 day, 30 day window of members that have not taken a class during that time frame to reach out to

• Attendance Analysis Report

  • • See when your members are coming to classes

    • Adjust for the pricing options and see which pricing options are coming most often

• Cancellations (classes)

  • • Check to see which clients and members have cancelled classes and if they are doing so regularly to check in on them

• Member Health Check

  • • See trends of your members. Compares the previous 30 days to the previous 6 months to see if they are staying consistent or possibly losing momentum in their classes

• Visits Remaining

  • • Most effective with class pack holders to see how many classes they have remaining on their packages.

    • Know who to target for further sales

Average Client Spend

• What we know is that the members that invest more, stay longer.

• How can we increase a member's spend?

  • • Ensuring they are on a top tier membership either to start or upgrade them. If a member is on a limited monthly membership, work to get them into classes more often and then need to upgrade for best success.

    • Additional sales in studio - additional gear (gloves, wraps, etc.), purchasing the newest apparel, HR Monitors, nutritional supplements, etc.

What are secondary sales?

• Purchasing an additional service

• A prime example is a 6 week challenger that converted from a being a lead, and then is converted to a full membership. The membership would be a secondary sale.

• HQ is working on additional opportunities for studios in the future.

How can I determine the value of my members?

• What is their client spend?

• How many referrals do they bring in?

• How much do they post on social media to generate possible leads?

• Do they purchase new apparel and wear it around in public?

• Do they hype the studio and provide the best energy for new signups?

How can I increase the value of my members?

• The number 1 thing you can do is provide an incredible experience and top notch product.

• If your classes are truly killer, your community is thriving, and you are providing positive results, your members will do all of the above things without needing to be asked.

• Even so, be sure that you have team tasks in place to ensure the above is happening