In this episode, Rick and Matt discuss the healthy friction between sales and customer care. You really need both, so building a culture that can sell with care and care through sales is critical to your business's success and the success of your customers. Learn more at - - > http://bit.ly/alloy_franchise
In most fitness businesses, there are two main levers you can pull. The first one is sales, where you get a lead in front of you and have a process to convince them that you have the solution to their problem.
The second lever, which is KEY to growing your business, is a good retention model to keep the customers IN your business. The fitness industry has always struggled with this lever.
If you want to grow and fill up your gym, you're probably not going to get there if you're putting water in a leaky bucket. You've got to plug those holes, which is the retention side.
Many brands/individuals are good at one and not the other. This is the paradox between sales and retention.
Both are equally as important to a business. There are times in your business when you should focus more on sales and other times more on retention. But the sales process is somewhat intertwined with the retention play.
In this episode, we discuss the healthy friction between sales and retention and how to build a culture that can achieve both.
Make sure to check it out!
Learn more at: http://bit.ly/alloy_franchise
Key Takeaways
- Matt's new role at Alloy Franchise (00:46)
- The 2 levers in a fitness business (04:31)
- The difference between sales and retention (06:12)
- The sales process is intertwined with the retention play (10:06)
- Achieving both sales and retention (17:33)
- Systems vs. culture (20:28)
- A system gives you more opportunities to have great experiences (27:02)
Additional Resources:
- Learn About The Alloy Franchise Opportunity
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