Member Induction and Customer Service in UAE PT Department

Robert Krizanovic, Fitness Director Gold’s Gym UAE

3 Reasons I am Successful on My Topic

Member Induction Rate

Conversion Rate

Customer Survey

3 Reasons I am Successful on My Topic - Member Induction Rate

Goal/ month = 90% of membership sold

in previous monthGold's Gym UAE

January

February March April May June

SS SESSION GOAL 3814 3862 3929 4541 5636 5056SS SESSION ACTUAL 3856 3617 3796 4609 6074 5262Success Rate (%) 101% 94% 97%

101% 108% 104%

# of Trainers 73 81 80 88 98 103AVG Per Trainer 53 45 47 52 62 51

Janu

ary

Febru

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Mar

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ayJu

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Augus

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Septe

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Oct

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Novem

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Decem

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0

1000

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7000

SS SESSION PERFORMANCE

SS SESSION GOAL SS SESSION ACTUAL

MONTH

SE

SS

ION

S

3 Reasons I am Successful on My Topic – Conversion Rate

Gold's Gym UAE January February March April May June

Conversion to PT 55.6% 51.1% 56.3% 55.1% 54.7% 55.2%

3 Reasons I am Successful on My Topic - Customer Surveyo My trainer greeted my before my first sessiono My session started and was completed on timeo My trainers was patient, courteous and helpful during my sessionso My trainer completed Body Composition Analysis and gave me fitness tips

according to my goalso I have received a written workout program from my trainero After my sessions I feel confident to use the equipment in safely mannero I can say in confidence that the training met my expectationso My trainer explained me the benefits of Personal Training and Group Fitness

Trainingo My trainer gave me an advice about the best Personal Training and/or Group

Fitness Training options to suit my needs and goalso I rate my overall experience with my trainer as excelent

Ways You Can Be Successful

Employ passion and positive attitude

Then, it’s all about training

Quality Control

Recognition

Audience Questions?