Member Induction and Customer Service in UAE PT Department Robert Krizanovic, Fitness Director Gold’s Gym UAE.

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Presentation transcript:

Member Induction and Customer Service in UAE PT Department Robert Krizanovic, Fitness Director Gold’s Gym UAE

3 Reasons I am Successful on My Topic Member Induction Rate Conversion Rate Customer Survey

3 Reasons I am Successful on My Topic - Member Induction Rate Goal/ month = 90% of membership sold in previous month Gold's Gym UAEJanuaryFebruaryMarchAprilMayJune SS SESSION GOAL SS SESSION ACTUAL Success Rate (%)101%94%97%101%108%104% # of Trainers AVG Per Trainer

3 Reasons I am Successful on My Topic – Conversion Rate Gold's Gym UAEJanuaryFebruaryMarchAprilMayJune Conversion to PT55.6%51.1%56.3%55.1%54.7%55.2%

3 Reasons I am Successful on My Topic - Customer Survey o My trainer greeted my before my first session o My session started and was completed on time o My trainers was patient, courteous and helpful during my sessions o My trainer completed Body Composition Analysis and gave me fitness tips according to my goals o I have received a written workout program from my trainer o After my sessions I feel confident to use the equipment in safely manner o I can say in confidence that the training met my expectations o My trainer explained me the benefits of Personal Training and Group Fitness Training o My trainer gave me an advice about the best Personal Training and/or Group Fitness Training options to suit my needs and goals o I rate my overall experience with my trainer as excelent

Ways You Can Be Successful Employ passion and positive attitude Then, it’s all about training Quality Control Recognition

Audience Questions?