How One Fitness Leader Used Communication To Increase His Client Value By 40%

Doug Spurling is no stranger to hustle. 

And he’s no stranger to leadership and fast growth.

When Doug started his Spurling Fitness, he knew there had to be a better way to run an efficient, high-performing gym than how he’d seen it done in his early training gigs. He had the vision and the hungry drive for entrepreneurship, but he’d have to develop the skills on the job.

“[In those early days] I learned a lot. I changed a lot. But there was always one constant…quality coaching.”

Now, nearly a decade later and with an average revenue of $70,000 per month post-pandemic, Doug is a seasoned pro with the numbers to show for it. Along the way, he learned to balance the needs of an 11-person team and over 350 demanding clients. 

He firmly believes in building a strong team and that you can’t have a strong team without a hub for communication. 

“One of the largest issues that the industry faces and that we face as a whole (with the team size we have) is communication. The most important part of this business is the client experience,” Doug shared. 

The Spurling Fitness team has always had a strong foundation, but that didn’t stop Doug from seeing clear areas of improvement. 

“Before Naamly, we’d reach out to clients via email and a lot of times, those emails wouldn’t get opened, or the client would see them days later. Now it’s a lot more instant with direct texting.” 

Doug was frustrated by the inefficient communication. 

He knew he needed to make some changes if he was going to empower his team and still prioritize a consistently exceptional client experience. 

That’s when he found Naamly. 

“We’re not only able to communicate with our clients when they’re off track, but we’ve been able to shift to giving more proactive positive reach outs, like client shoutouts after a workout. I can’t think of another platform [like Naamly] dedicated to client experience.” 

Although Doug has always had a stellar client experience process (in fact, that’s what his gym was known for!), it wasn’t until he had a platform dedicated to client experience that he was able to do it efficiently across a large team and fast-paced work environment. 

Today, he’s increased his customer lifetime value by more than 40% with Naamly’s help.

“Most gym owners focus on getting great training software, but I think you need both [training software AND a client experience software]. You need software for client recognition, client goals, birthdays, etc. Even our event attendance has increased because now we can send personalized texts to our clients…

Naamly has made our team members’ lives easier…and the customer support Naamly provides is unmatched.”

If you’re like Doug and have big plans for your business but know communication is something you can’t ignore.

Unlock the power of communication to boost client value by 40%, simplified with Operations and powered by Naamly – the perfect gym management software!