AssessmentAssessmentFITNESS FIRSTFITNESS FIRST

Bristol Harbourside ClubBristol Harbourside Club

- Glen Ross – Feb 1st 2012

Fitness First Group Ltd

Overview

1. FITNESS FIRST VALUES

2. S W O T

3. MEMBERSHIP SALES / PROMO

4. GM TASK LIST

5. CLUB GOALS AND KPI's

6. SUMMARY

Fitness First Values 1. Greeting upon arrival – Good, receptionist polite

and efficient, asked to sign in.

2. Cleanliness – Improvement required, some CV machines clearly not cleaned for number of days, sweat and dust build up. Locker Rooms good.

3. Maintenance – Improvement required, mens disabled shower – large hole in wall tile, no shampoo or soap dispenser present. Paint touch up needed in Group Exercise studio and some CV machines need minor repair (wear and tear)

4. Fantastic Fitness service – Good, fitness staff met friendly with positive attitude (2 yrs)

Fitness First Values 5. PT & Gp Exercise – Good, started on time large yoga

class, clear instruction.

6. Member interactions – Good, staff met friendly with positive attitude, fitness staff, membership consultant, receptionist.

7. Appearance – Good. All wore uniform

8. Member enquiries – Good, mem. consultant easy to talk to and helpful didn't hard sell

9. Membership cancellation – N/A

10. Farewell greeting – Good, pleasant farewell.

S W O T STRENGTHS1. LOCATION2. STAFFING3. EQUIPMENT4. MULTI SITE

WEAKNESSES1. HYGIENE/MAINTENANCE2. MEMBERSHIP CONTRACT3. CAR PARKING4. LACK OF FACILITIES

OPPORTUNITIES1. LONDON 20122. CUSTOMER SERVICE3. MERCHANDISE SALES4. OFF PEAK MEMBERSHIP5. CORP. MEMBERSHIP

THREATS1. ECONOMY2. BUDGET GYMS3. PT IN THE PARK4. HOME FITNESS

MEMBERSHIP DRIVE1. March review – successful promotion, what

worked can learn for future use. Comp tea and coffee?

2. Olympics promo – utilize location, opp large pedestrian square, tie in local businesses and restaurants for F & B. May 22 flame arr plus evening celebration.

3. Off Peak drive – price comparable to budget gym rates.

4. Corporates – update local business data, revisit and intro new GM. Emphasis healthy workforce and employee benefits.

MEMBERSHIP DRIVE5. Review members critical contact points –

mixers and events, management contact (intro new GM), review all mem. comments see actions and progress, staff meeting focus on mem. feedback and ideas for improvements.

Membership USP's Multi sites in Bristol (3) – 140 + clubs in UK Mem. services and support to achieve goals Friendly qualified staff always available Quality and variety of equipment & Gp classes

MANAGER TASK LIST1 Review and set club KPI's and Goals – see list

2 Review March 10 mem sales plan as this was successful.

3 Review Sales and Mem promo's for remainder of year, adapt and change if necessary.

4 Increase merchandise sales – clothing, branded items, headphones

5 Review cleaners contract - under budget YTD, check quality and supervision of work.

6 Maintenance and repair focus – machine wear and tear (Life fitness contract). Paint touch ups

MANAGER TASK LIST7 Body First rev down v budget – review reasons

and apply tactics to increase sales.

8 Food/Drink/Energy products rev down v budget – review and apply tactics to increase sales.

9 Continually monitor staffing costs – YTD good under budget by 8,361

10 Club contribution showing decline – control of expenses while driving sales - monitor

11 Meet with team – as group and individually to express new ideas and gain support for any new changes. Daily shift meetings.

CLUB KPI's / GOALS1 MORE JOINERS THAN LEAVERS

2 CLOSING YEAR END TARGET FOR ACTIVE MEMBERS 2,400

3 MONTHLY ATTRITION % BELOW 7% (target under 6%)

4 AVERAGE DUES TARGET 33.00 ('09 32.93)

5 HIT & EXCEED REV BUDGET EACH MONTH THROUGHOUT YEAR

6 INCREASE CLUB OVERALL CONTRIBUTION CURRENTLY BEHIND BUDGET (YTD 23,865)

7 INCREASE MEM. SATISFACTION SCORES

SUMMARY Member feedback – very positive

Member for 5 years – happy with staff attitude multi site usage, overall equipment and hygiene

Member 1 year – happy with location and friendly staff.

RECIPE (Everyone counts / Energy)

People first -”motivate, train and care for them..they'll treat the customers right. Customers treated right will come back” J Marriott.

Fitness is fun! Love what we do!

THANK YOU FOR LISTENINGTHANK YOU FOR LISTENING