Case Study: Gym Member Accountability Leads to Increased Retention

Kim Flores, owner of Fit Phoenix, has been in business for over 10 years. She and her team provide fitness and wellness services for people who live in the downtown Phoenix area.

As with most gyms of any size, Kim noticed a problem with client retention. She was losing a “very large number” of clients every month. The biggest reason for clients leaving, she found, was that they simply weren’t receiving value. 

Kim says that “member accountability is huge. If we can’t find a way for our members to follow a program, they won’t achieve their goals. If they’re not achieving their goals, we aren’t doing our job…and they’ll leave us.”

The solution was to find a way to communicate with members more often, and help them stay accountable to the programs they signed up for. But that had its own set of challenges.

“We have a small number of employees and a fairly large client base, so it’s difficult to stay in touch with everyone,” Kim says. “Naamly has made a huge difference for us in communication functionality.”

Naamly is the member experience platform for gyms, and Kim says it is making a significant difference for her business.  

“With Naamly, it’s much easier for us to connect with them. It allows us to follow up with things like daily goals, nutrition, etc. Every day when our members are making choices, they know they will be getting a message from us. I think it helps mold their behavior. They know it helps.”

Naamly gives Kim and her team the tools to quickly see if a member is on track to miss a goal before it turns into a retention problem. Those insights, along with the native instant text messaging tools, make communication so much easier. 

Kim says that her clients “love the fact that we know what’s going on with them.” In an industry where personal attention is paramount, Naamly allows all of the Fit Phoenix family to get the attention they deserve.  

On a Saturday morning not long ago, Kim pulled up a report in Naamly to see who hadn’t been to the gym in the past 2-3 weeks. “It took me five minutes to message all of them. I reminded them of our classes, and 7 of them showed up that day! All of those members are still with us, and they told us they came in because of that message.”

That’s the power of accountability! 

To see how you can more easily deliver value to your clients and help them be successful, visit www.naamly.com or call us at 480-660-0203.

See how gym member accountability skyrockets retention, backed by streamlined operations and Naamly – the perfect gym management software, making success the name of the game.