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Deep Thinking About Selling and Marketing. Better Decisions. Discover Break Throughs. Compare Numbers. Gain Insights. Dig Deeper. Higher Performance. Be Challenged. 160 Club Owners/Executives 8 Roundtables in the U.S. 9 Overseas. SALES PAST. Mailers, door hangers, emails
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160 Club Owners/Executives • 8 Roundtables in the U.S. • 9 Overseas
SALES PAST • Mailers, door hangers, emails • Plus well managed sales people • Produced double digit sales
SALES PRESENT • $10 a month clubs sell THOUSANDS • Extract 5,000 to12,000 from mature markets
SALES PRESENT • Niche or micro clubs • Soul Cycle • Orange Theory • Full with users buying programs at $120 to $300 a month.
SALES PRESENT • Low price-$9.95 a month offer: • Group X • Pool • Basketball • Yoga • Personal Training • 12,000-15,000 Members
SALES PRESENT • LA Fitness • PT is now in house • 8,000 average members; some 20,000 • EBITDA per club 1$m. • 20% members are in PT • PT equals dues line in many • Added 50 sites per year last two years
SALES PRESENT • Any Time • Is Booming • “The Best Convention I ever Attended!”
SALES PRESENT • 30% LA Fitness Sales are on line • Majority are on mobile devices • Gym It • 100% on line sales • Cancel any time without pretending you moved! • $20 a month basic • 4,000 members • 31 five star Yelps
SALES PRESENT • Many traditional clubs are flat. 2 to5% 10 years
The ‘S’ Curve Ambiguity Confusion Costs Frustration Risk Time Uncertainty Circle of Chaos www.REXonline.org
CLUBS PRESENT • Clubs are succeeding • Are you?
CLUBS FUTURE • Economy is flat for 5-10 years • Europe • Global • Consumers are • Cautious • Programs vs. Membership • Value conscious
CLUBS FUTURE • Outside In • The game has changed; have you?
1-Suprise Members • Copy articles on health and fitness and hand out as they leave. • 50% off on sporting goods store for long term members or just members. • Stunning new programs • Exercise to classic movies • TRX • Member parties • Special evening dance • Thank you letter • r
2-Focus on the Customer • Weekly focus groups • Different time of day each week • Hand out invitations at front desk or • Solicit on the floor. • 50 minutes long • Prepare with 3-5 questions • Then listen
Focus Group Questions: • What little things could we do better to serve? • Make your visits better? • What have we done wrong recently? • Here is a video of a new type of programming. • What do you like? Dislike about it? • Who do you think it’d appeal to? • Would $10 a class be reasonable? • Here is a new ad, brochure, offer we are considering. • Reactions?
Focus on the Customer • Read Outside In • The world of business has changed • Co Creation • Customer is in control
Focus Group Success • Invite ex customers who joined another club • Give them free membership • Pay them $100 • Direct face to face: words, tone, expressions • In room and silent not defensive • One way mirrors • Record • Neutral observer/reporter
3-Let Members/Public Know • How are you different? Better? • Name 3 ways • Do all staff know this? • Do these three pervade your systems, procedures ? • Read Nick Sarillo’ s A Slice of the Pie • Customers love consumer satisfaction surveys that rank businesses e.g. JD Powers • Conduct an online survey/super market/mall survey where you and competitors are ranked on 5-7 items.
4-Offer Safety and Trust • Money back • Comfort Guarantee • No Obligation • Buy you the best dinner in town if you’re not satisfied. • NO TRICKS-e.g 1stand last, 30 days notice, expired PT sessions are lost
5-Name Your Product • From the Customers view not yours • Comfort Care not quality service • Mornings for Mothers not Pi-Yoga • Check the names in your focus groups to be sure they appeal.
6-Be Persistent • Creating an image in the public’s mind takes time. • Words-Tagline • Music • Colors • Image
7-Prospect Every Day • Every staff member • Every day • One prospect • Have a contest for a week • 1 prospect = 1 ticket • Draw at end of week for a new TV or iPod.
8-Get and Use Testimonials • Let others speak for you • Third party endorsements are more credible than your best ad • The most powerful person on your sales team is your customer. • Metal pass for new members: Bring as many guests as often as you like for the first 30 days.
9-Why Buy From Us? • Ask this questions regularly • To staff • To members • To strangers • Do not fall into club clichés • Quality, service, best • Did deep and frequently and relentlessly for the answer.
10-Upsell & Double Revenue • Start exploring ways to sell more to those who are members: • Executive lockers/locker room • Personal training • Personal nutrition
11-Incentivize • Members • Referrals • Sales Staff • Referrals • Sales • The Fourth Grade or the High School Band • Selling Introductory Members to raise money for their class trip
Incentives • Gift cards: Every catalog company and chain has them. • Cool Products: iPods, Elph SD20 cameras • PrivaCash cards: $25 to $500 • Accepted where ever MasterCard is accepted • Your logo on the card.
12-What’s Worked For You? • Welcome back offer: no enrollment, one week, one day? Promote for a month! -6 months after leaving -Anniversary of when competitor opened. • New Member Makeover • One chance for each referral • Member chosen gets makeover
Monthly B 2 B • Members with a business do display in lobby. • We do display at their site.
13 CULTURE • ZAPPOS • NICK’S • GAINESVILLE HEALTH AND FITNESS • MIRAMONT
For a copy of thisand an invitation to the REX Conference Marsh 19Email:garringerb@ gmail. comPut SALES in subject andREX Roundtables You Tube ChannelCULTURE Video