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GET ON BOARDP r o v i d i n g A n E l i t e O n - b o a r d i n g E x p e r i e n c e

O n c e w e R e t u r n T o ‘ N o r m a l ’

N A R D I A N O R M A N

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People will forget what you said. People will forget what you did. But people will never forget how you made them feel.

Maya Angelou

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50% of new exercisers will drop out within the first 6 months.

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This membership churn represents a $6 billion of lost revenue for the fitness

industry each year!

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ONBOARDINGis not

x A complimentary PT sessionx A gym orientationx A fitness consultationx A fancy welcome packx Casual engagement

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isONBOARDING

ü It is an intentional processü Front end loadedü New member is enrolled &

integrated into facility/cultureü Quality experienceü Helps member learn the

necessary skills and knowledge to be successful

ü Big focus on behavior modification

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FILEX 2020: MOVING FORWARD SUMMIT Elite Onboarding - Reintegrating Your Clients When the World Returns to 'Normal'

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Dr Paul Bedford

Conducted a study of 1000 new gym members (2009)

Two groups tested

The Control group was given a standard 60 min orientation. The

experimental group was given the orientation PLUS 3 other touch point follow

up sessions (30 – 10 mins in duration)

Aim

The aim of the FU sessions were to understand members goals, overcome

barriers and provide accountability

Results:

87% of members who had been on boarded remained as

members at month 6.! This lead to a 70% retention rate after 12

months!

EXPE

RIM

ENT

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UnderstandingHumanNeeds

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4/26/20

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30DAYS

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2 Key Questions1. Can you help me?2. Do I fit in here?

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What’s best for client What’s best for business

Sweet Spot

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BASIC FRAMEWORKDays 1 – 7

Consult/assessment booked in

Welcome Pack

Welcome Email (includes links to classes, services etc)

Staff Introduction

Card in mail

Post first session FU text

Days 8 – 14

3 x automated texts with links to:

- “How to” education- Personal message from owner/team- Free coffee/smoothie

Personal introduction to PT/Coaches

Days 14 - 30

10 min service check in/call

Goal review check in with coach

1st Mth congratulations gift

Complimentary workshop

Member recognition

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Step 1:• Analyse what you currently have in

place.

• Is it working for you?

• Do you have gaps?

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Step 2:Decide on:

• Structure• Duration• Staff

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Step 3:Identify clients barriers:

• Fear• Safety• Confusion• Don’t know what to do• Convenience• Intimidated• Lack of time• Body hurts

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Step 4:Identify clients retention risk:

• Segment members into differentcategories of risk

• Low, medium and high

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Step 5:Continue to build the value arc:

• Map out your customer journey• Schedule different touch points• Automate elements of these touch

points (eg text messages)• Schedule ‘Surprise and delight’

opportunities• Fully integrated into community and

business ethos

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Step 6:Fill the gaps:

• Analyse current content andeducation pieces

• Create new content/education

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Extra• Enroll your staff into your Vision• Ensure all staff are trained in

onboarding procedures• Document the process• Do regular reviews with staff to

discuss and refine process• Ask for member feedback – act on it

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30 Day Onboarding Overview at a Glance:

Note – you do not need to do all of these steps if it does not fit with your business. This is just an example of what an ‘ideal’ elite onboard experience could look like with the right time budget, effort and staff.

Need More Help?

If you would like some help putting your onboarding system together, or you simply want some additional help please feel free to reach out to me anytime.

DM me on all socials @nardianorman or email: nardia@nardianorman.com

Final Words:

As uncertain as this time is right now, keep focussed on your big business Vision and push hard. Keep showing up, do the work and set yourself up for long term success.

You’ve got this!!

Nardia J