The Big Picture

Objectives 1.Understanding of Club Coaching KPI’s 2.Understanding of New Club Coaching Stages/Timeline 3.Role Playing Conference Calls with Club Management 4.Have working knowledge of Les Mills Resources and tools – and how to utilize with licensees 5.Action plan for working with existing licensees 6.Brainstorming next Dance 4 Life campaign with clubs

New Orleans Club Coaching Agenda September 9, :00am: Big Picture over-view (Phillip) 9:30am: Club Coaching – the New Objectives 11:00am: Break 11:15am: Club Coaching Continued: 12:30pm: Lunch 1:30pm: e-Club: Learning the Tools 2:15pm: Club Coaching Stages 3:45pm: Role Play 5:00pm: Break 5:15pm: Retention 6:15pm: Brainstorming Dance 4 Life 7:00pm: Q & A 7:30pm: Adjourn

Club Coaching – New Objectives Market Segmentation Model – understanding our clubs & understanding their customers The Role of the Club Coach Creating a Les Mills Champion in every facility Club Coaching: Revised Manual September 2007

Market Segmentation Model What is it? Why is it important for the clubs? Why is it important for the CC?

Power Perfection Renewal Sociability/Fun Conformity High Energy To have fun, be attractive popular & desirable to others Fitting in – being acceptable to others To feel good about myself, to work through my problems To be active, strong energetic & independent Being superior and dominant – socially or physically To achieve the perfect body, maintain discipline & order Source: Essence Research NOTE WHERE YOUR MEMBERS FIT

Power Perfection Renewal Sociability/Fun Conformity High Energy High energy exercise options Wide variety ‘Adrenaline fixes’ Exclusive High profile membership base “Place to be seen ” Best, latest equipment, facilities, technology, body science Efficiency & results Small, safe, comfortable sanctuary Personalised guidance Value for money Open to all Casual atmosphere Local Fun, social atmosphere Variety in group fitness Entertaining Source: Essence Research IDENTIFY WHY YOUR MEMBERS COME TO YOUR CLUB

Power Perfection Renewal Sociability/Fun Conformity High Energy BODYPUMP ™ BODYATTACK ™ BODYSTEP ™ BODYJAM ™ BODYCOMBAT ™ BODYBALANCE ™ RPM ™ Source: Essence Research 2004 BODYVIVE ™ 3.MATCH WHICH GROUP FITNESS PROGRAMS TALK TO DIFFERENT CUSTOMER SEGMENTS

Role of the Club Coach Value of CC to the Club Value of CC to the Agency The Club Coach is the Key Links in the Overall Success of the Licensee

What the CC Needs to Know 1.GFM Seminar inside & out 2.Resources eClub eNet 3.Group Fit Formulas 4.Management Communication Skills 5.Always Schedule the next appointment

Club Coaching : Key Performance Indicators (KPI’s) To coach and train a strong Group Fitness Manager (GFM) or Les Mills Champion (LMC) at each facility to integrate the LM system on-site To move facilities through the stages of a licensee, beginning at time of license signing through to program launch and assessment, in a timely manner and in accordance with the licensee timeline

KPI’s Continued: To assist LMC in the full integration of the LM system, tools, and licensee resources club-side To action plan and complete retention efforts and customer service to existing licensees – including quarterly re- launches; ongoing instructor training and up-skilling; red-flag monitoring of all licensees.

Creating a LMC at each facility 1.Why? Important for Agency Important for Facility 2.How? Begins at sales GFM, GM, Owner, Team Leader Responsibilities Tools to train & up-skill a LMC on-site

Creating an Effective Timeline (CC manual page 6) 1.License signing – license goes to billing, marketing, training and club coaches 2.Introduction Call: 48 hours after signing 3.Website Introduction and walk-thru: 5-7 days from signing 4.Recruitment Planning : 7-14 days from signing 5.Marketing Resource Call: 3 weeks from signing or weeks prior to training 6.Club Hosts Recruitment seminar: 3-4 weeks prior to training 7.Launch Conference Call : 1 week prior to training 8.Pre-training Check-in : 1 week prior to training 9.Training: 6 weeks post signing

Creating an Effective Timeline (CC manual page 6) 10. Grades and launch date confirmation: 48 hours post training 11. Launch preparation Follow-up #1 : 5 days post-training 12. Launch preparation Follow-up #2 : 14 days prior to launch 13. Launch preparation Follow-up #3 : 2 days prior to launch 14. Launch Day: 6-8 weeks post training 15. Launch Follow-up : 1-5 days post launch 16. Assessment Check-in : 2 weeks post launch 17. Retention : 30 days post launch 18. Customer Service : every 3-6 months

Goal Setting (CC manual page 18) 1.Information gathering The more we know about the club, the better we can service them, action plan, and help in appropriate goal setting What do we want to know/should we know about our clubs? 2.Target Audience 3.Membership Sales 4.Share the goals!!!

Stage Tracking 1.Club Management (page 15) Top Management: Open communication Tracking of their GFM/LMC Understanding of proper timeline (vs too fast or too slow) Value of LM Agency Communications/Customer service with club 2.Club Coach (page 16) Time management! Moving clubs to the next milestone No stagnant clubs 3.Agency Management (page 16) Tracking of CC Viable Sales from Licensing Consultants

Stages… What are the Objectives?

Stage 1: Welcome & Introduction First 1-7 days after licensing 1.Call 1: Welcome - w/in 48 hours of signing Welcome sent Information Gathering Timeline Goal setting 2.Call 2: Website overview - w/in 5-7 days of signing Key Resource: website power point (eNet available post N.O.)

Stage 2: Recruitment 7-21 days post licensing 1.Call 1: Recruitment - w/in 7-14 days of signing Set goals Tools How/where Pitfalls How to host a recruitment seminar (Explore GFM section “hosting a recruitment seminar”) 2.Club: Host a Recruitment Seminar: 3-4 weeks prior to training

Stage 3: System Integration days post licensing 1.Call 1: Marketing – w/in 21 days from signing Promotions Brand use eClub 2.Call 2: Launch Conference Call – 1 week prior to training or w/in 5 days post training SPEAK THE LANGUAGE OF MANAGEMENT Launch Conference Call agenda Launch Conference Call follow-up

Stage 4: Training days post licensing 1.Call 1: Pre-training check-in – 7 days prior to training 2.Club: Host or attend training w/in 6-8 weeks from licensing 3.Call 2: Grades and launch date confirmation – w/in 48 hours of training Discuss trainer grading sheet Team training ideas post-module Schedule staff dress rehearsals Confirm launch date

Stage 5: Launch Preparation 42 – 98 days post licensing (6-14 weeks) 1.Call 1: Pre-Launch Follow-up #1- w/in 5 days from training Launch Conference Call or progress check 2.Call 2: Pre-Launch Follow-up #2 – 14 days prior to launch 3.Call 3: Pre-Launch Follow-up #3 – 2 days prior to launch

Stage 6: Launch 84 – 112 days post licensing (12-16 weeks) 1.Call 1: Post Launch Check-up – w/in 1-5 days post launch Success stories How to keep excitement alive in club What’s next

Stage 7: Assessment 2 weeks post launch – 90 days post training 1.Call 1: Assessment Progress – w/in 2 weeks of launch Assessments due w/in 90 days from training

Stage 8: Retention Ongoing after initial program launch 1.Call 1: Status Check – w/in 30 days post launch 2.Call 2: Customer Service – every 3-6 months 3.Working with Existing Clubs Quarterly Customer service – w/in 2 weeks of autoship or 2 weeks post Quarterly event Upcoming launch plans Ongoing events

Tracking System & Checklist What is your current tracking system? Is it effective? Can you always tell where a club is in the process? How do you track club coaching goals? What modifications could make it more effective? Every stage has a checklist of must-do items - this is your club coaching script!

Role Playing 1.Website Walk-thru 2.Goal Setting 3.Recruitment Seminar 4.Launch Conference Call

Working with Existing Clubs (Stage 8 – Retention. CC manual page 13, 33-34) 1.What is the importance? 2.Common Challenges 3.How can we best service existing clubs? How do we build value in the relationship? What do we offer? How can we communicate? 4.How can we keep long-term clubs involved and excited? 5.How can we re-activate stagnant clubs?

Red Light Clubs: 1.What are the signs of a licensee in trouble? 2.How can we action plan? * FIND THE NEED/PAIN 1 st - then action plan Events On-site meeting Conference calls Resource kits Re-launch plan

Next Steps 1.What are the 3 top action plan items for you as a club coach? 2.What 2 initiatives need to happen in your agency to help make your clubs successful in Launch & Retention?