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Two-Brain Radio: Incredible Client Success with Eden Watson

Chris: 00:01 – Eden Watson is the client success manager at Two-Brain Business. I usually call her the right brain of Two-Brain. Today we’re going to be talking about why your gym should have a client success manager, why you can’t just trust something as important as client retention to your coaches who are busy and have other things to do, why you can’t take client retention for granted or really hang your hat on your programming or your quote unquote “community.” We think this is a very highly leverageable role. I’ve been writing about this role with different names like Joy Girl and Joy Person since 2010 and today we’re going to talk about who is the best CSM, how to measure your ROI on hiring a CSM person, what kinds of things they can do and five tips that you can do to increase your client retention today and how to measure success. You’re gonna really love this. This is a very directive, actionable episode and we’re going to have some videos from our summit in here. We’re going to have some great links in the show notes, too. Enjoy. Greg: 01:07 – Two-Brain Radio is brought to you by Two-Brain Business. We make gyms profitable. We’re going to bring you the very best tips, tactics interviews in the business world each week. To find out how we can help you create your Perfect Day, book a free call with a mentor at twobrainbusiness.com. Chris: 01:26 – Everybody hates their insurance company until they need their insurance company. My insurance recommendation is Vaughn Vernon of Affiliate Guard. Before I get into this story, I want to make it clear here that I don’t get any kickback for recommending Vaughn, but I’ve done it so many times. Whenever anybody online asks a question about insurance companies, I always say Affiliate Guard. Here’s why. Years ago when we affiliated with ...
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Two-Brain Radio: Chase Ingraham

Sean: 00:00 – Hello everybody and welcome to another edition of Two-Brain Radio with Sean Woodland. On today’s edition I talk with former Games athlete and current CrossFit broadcaster Chase Ingraham. First, are you a stressed business owner who’s working too much and still struggling to make a profit? If you want to grow your venture and reach the next level Two-Brain Business is here to help you with a free 60-minute call. It’s not a sales pitch, just an opportunity for you to get real, actionable advice from an expert who’s built a successful business. For one-on-one guidance on how to take your business to the next level, you can book your Free Help call today at twobrainbusiness.com. Chase Ingraham has been involved in CrossFit since 2008. He currently owns CrossFit Dig D in Dallas, Texas. He competed at the Games in 2010 as an individual and has also been to the Regionals five times. Chase was a member of the CrossFit Games media team and most recently served as an analyst alongside yours truly on the Rogue Iron game in Madison, Wisconsin for the 2019 Reebok CrossFit Games. We talk about how he got into the broadcast side of the sport, growing up as the son of two very high-level athletes and some of his most memorable performances as an individual athlete. Thanks for listening everybody. Sean: 01:21 – Chase Ingraham, how you doing, man? Chase: 01:25 – I’m great. Great. I got that. Post-Games honeymoon depression, but other than that, everything is fantastic. Sean: 01:34 – Yeah. You’re coming off the broadcast. You and I got to work together on the Rogue Iron Game. Let’s go back. I should know the answer to this and I actually don’t, but how did you get involved in the broadcast side of CrossFit? Chase: 01:45 – So from the very beginning or this weekend? Sean: 01:48 – From the very ...
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Heroes

When you were a kid, you had heroes.   They came from books. Or sports. Or movies. Or your family.   These heroes were models for you. You were brave because Sir Lancelot was brave. You were smart because Nancy Drew was smart. You practiced because Michael Jordan practiced. You would slip into the body and mind of your heroes and become them. Mine included Sherlock Holmes, Wayne Gretzky and, later, Lance Armstrong.   But as you grew up, you lost your heroes. The lens of experience taught you that no one is perfect. The news highlighted flaws in your heroes. Your adult mind is more skeptical. And you stopped sharing your admiration for people out of fear that one of your friends would say:   “You like HER!?? You’re crazy: she cheated on her first two husbands!” Then they’d look at you funny.   You know the old adage: “Never meet your heroes.”? It’s true. You should never meet your heroes, because you’ll find a flaw in them, and that tiny flaw will undermine all the great things about them. Maybe that great scientist drinks too much, or that incredible athlete cheated on his taxes. Whatever the reason, we lose our heroes as we grow up. And that’s a huge problem, because when we lose our heroes we lose our models for success.   One of the biggest reasons people fail to lose weight, or fail to exercise properly, or even fail at business is that they don’t have models for success. They don’t have heroes.   The greatest value of the CrossFit Games isn’t to crown the Fittest on Earth. It’s to create heroes. It’s to tell a sticky story and provide models for success.   Before 2007, it was widely held that powerlifters should never do “cardio”, because it would sap their strength. I can remember Eddie White, who won world championships in one federation or another, ...
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Two-Brain Radio: Darren Thornton

Mateo: 00:04 – Hey, it’s Mateo of Two-Brain Marketing. On this edition of the Two-Brain Marketing podcast, I’m talking with Darren from CrossFit Defy. You’ll learn about his experience transitioning from a Regional-level CrossFit athlete to an owner of a brand-new CrossFit box. You’ll also learn about his experience in the Founder Phase and you’ll hear about how in the last four months he spent $2,500 on ads and made $17,000 in front-end sales. So you don’t want to miss this. Make sure to subscribe to Two-Brain Radio for more marketing tips and secrets each week. Greg: 00:38 – Two-Brain Radio is brought to you by Two-Brain Business. We make gyms profitable. We’re going to bring you the very best tips, tactics, interviews in the business world each week. To find out how we can help you create your Perfect Day, book a free call with a mentor at twobrainbusiness.com. Greg: 00:54 – We’d like to thank another one of our amazing partners, Level Method. As a CrossFit gym owner, I know retention is key to keeping my business going for years to come. Retention is not easy, though. People want to see success, and if you don’t show them early, they’ll find a place that does. This is where Level Method comes in. With Level Method, you are now able to guide your members through an amazing structure that’ll give them a path to success. Once you have success, you instantly have motivation for them to continue, which will now be delivered to your members. Start systemizing the creation of powerful moments for your members today. Go to levelmethod.com to book a free call. Mateo: 01:32 – Hello, welcome to the Two-Brain Marketing podcast. I’m your host, Mateo Lopez. I’m one of the digital marketing mentors at Two-Brain Business. Thank you for tuning in. This is your weekly dose of digital marketing magic. And in today’s episode we have ...
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How To Handle Drop-Ins At Your Gym

You sell coaching. Your clients come first. When you became a CrossFit affiliate, you didn’t take a vow of poverty. No one asked you to give strangers free coaching and charge full price to the people who put food on your table. But somehow, affiliates who do charge for drop-in visitors are sometimes attacked for being “not very CrossFit.” These poor manners were on display again at the CrossFit Games all weekend (“But my nephew is a Games athlete in the 14-year-old-division! You have to coach me for free!”) No, you don’t. And you shouldn’t, because every additional participant in your class reduces the coaching your REAL clients get. One more client in class means your attention is split 12 ways instead of 11. And the additional background work required to host a stranger means they should really pay FAR more than your daily clients. Here’s How the Perfect Drop-In Situation Should Work Visitor contacts the gym a week in advance and fills in a “visitor” form. He or she pays for the visit, chooses the class (peak times are reserved for real clients), and provides the name and email address of his or her primary coach. A coach at the gym contacts the visitor’s coach and receives training background and notes. Visitor arrives, gets amazing coaching, loves CrossFit more than he or she did before. Maybe visitor buys a souvenir (not included in the price.) Here Are the Top Mistakes Gym Owners Make With Drop-In Guests “Buy a shirt and work out for free!” You are not in the T-shirt business. And your margin on shirts isn’t great. If someone pays $20 and you subtract the price of producing the shirt, you’re probably charging under $10 for coaching. What do your regular clients pay? Do THEY get a free T-shirt for every class they attend? “Your first drop-in is free!” You’re prioritizing strangers over the clients who keep you ...
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Episode 179: Q & A With Coop

Chris: 00:00 – Hey everybody, it’s Chris. Since 2009 I have tried to give you guys daily content that helps you grow your gym and that was the start of dontbuyads.com, that was the thousand blog posts or so I did that led up to my different books and now we do that with free help calls online. But sometimes we get really amazing questions that get repeated over and over again. And so every few months where I like to do is take these questions, highlight the best ones, and answer them on this podcast. So in this episode you’re going to hear some of the best questions that we get sent through email every single day. If you have a question and you haven’t booked a free call with our mentors, that’s the best way to get your question answered. If you have a question that you think is abnormal, the best way to ask it is to email me chris@twobrainbusiness.com. Sometimes people shoot me these long, long messages that are hard to read on Facebook Messenger. And then honestly I get lost on Facebook Messenger, sometimes, so I don’t get them. But every single email that hits my inbox gets answered. So if you have questions you think that are new that other people could benefit from hearing the answer of, I promise to keep you anonymous and we will play them on a future episode. Enjoy. Greg: 01:15 – Two-Brain Radio is brought to you by Two-Brain Business. We make gyms profitable. We’re going to bring you the very best tips, tactics, interviews in the business world each week. To find out how we can help you create your Perfect Day, book a free call with a mentor at twobrainbusiness.com. We’d like to think another one of our amazing partners, Level Method. As a CrossFit gym owner, I know retention is key to keeping my business ...
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