member induction and customer service in uae pt department robert krizanovic, fitness director...
TRANSCRIPT
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
ary
Mar
chApr
ilM
ayJu
neJu
ly
Augus
t
Septe
mbe
r
Oct
ober
Novem
ber
Decem
ber
0
1000
2000
3000
4000
5000
6000
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?