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Adherence and Retention

Retention and Adherence

I hated client contracts before I sold the first one. Convinced I needed contracts to be a “legitimate gym business,” I copied something I found online and presented it to Client 001 and 002, a father and son. “What if we don’t like it?” the father asked. I probably gave him some backpedalling speech about commitment to his goals. “What if he gets hurt playing football?” he glanced at his son, a teenager.“There’s stuff we can do. I’ll give him some rehab work,” I said, already over-promising. Guess what happened? A year later, after enforcing the contract with some clients and not others; after losing sleep over every cancellation request; after turning away potential clients who loved the workouts but weren’t ready to make a commitment, contracts were my biggest source of stress. But I was also barely breaking even. I thought I just needed to “harden up” and enforce the contracts better. Or, as my mentor suggested, I could find another way to keep people around. First, I had to define what I was trying to improve. The science of keeping people around can really be measured two different ways: Retention – The span of time between a client’s first visit and their last; Adherence – the frequency of a client’s visits (usually per week or month.) While these numbers are loosely correlated, there’s no direct parallel (for example, a client who attends more times per week NOW isn’t more likely to stay longer, necessarily.) To me, the retention numbers that matter are year-over-year retention. Others measure retention as the likelihood of a second purchase: “We have 75% retention after OnRamp!” – that means 3/4 of the people who finish your on-ramp program sign up for at least one month of your service. What if they all quit after the first month? Year-over-year is what matters to me. When I started developing our retention system, I thought I could duplicate ...
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Episode 26: The Obstacle Racing Overlap

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Episode 26: The Obstacle-Racing Overlap

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First Principles of Fitness

Most of what we know is unproven. In fact, we THINK a lot, but we really don’t know much. Most of what we “know” is really just the opinion or thoughts of another person. We believe in certain ideas because they tell a compelling story, or support our worldview, or were said by a person we trust. What do we really KNOW to be true? What’s incontestable? These are the First Principles on which we can build. Here’s Elon Musk: I think generally people’s thinking process is too bound by convention or analogy to prior experiences. It’s rare that people try to think of something on a first principles basis. They’ll say, “We’ll do that because it’s always been done that way.” Or they’ll not do it because “Well, nobody’s ever done that, so it must not be good.” But that’s just a ridiculous way to think. You have to build up the reasoning from the ground up—“from the first principles” is the phrase that’s used in physics. You look at the fundamentals and construct your reasoning from that, and then you see if you have a conclusion that works or doesn’t work, and it may or may not be different from what people have done in the past. When our beliefs are challenged, that’s heresy (exhibit A: Greg Glassman vs “The Scientists,” circa 2002.) Schopenhauer: “All truth passes through three stages. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as being self-evident.” Glassman challenged fitness dogma, and mostly won. But has “Fitness In 100 Words” replaced the OLD dogma? Are we simply singing from a new hymn book? What do we KNOW to be true? Post your responses in our private Facebook group (if you ask, we’ll let you in.) Other ways to think phrase the question: What IS fitness? What’s required for the development (if anything) of fitness? What tools are available to ...
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Don’t Get Lost In The Weeds

by Brian Alexander, Two-Brain Business MentorBIG. PICTURE. THINKINGGrowing up, the minutia of details bored me.   In school, I couldn’t understand why they would make us learn and study things I would never use in real life.  (This isn’t a knock on school–it’s great for some, but not for everyone.)   Don’t confuse knowledge with wisdom. “Knowledge comes from learning, Wisdom comes from living.” In life and business I have seen nearly everything in the book.  Being an entrepreneur is hard.  Most of us wear many hats, we have enormous to-do lists and wish lists that need to be tended to.   The whole thing can drive us mad if we let it. What if we just focused on 5 major things that would impact our business positively, and outsourced the rest? All too often, I see people placing emphasis and energy in the places that yield little to no real tangible results.   We see it all of the time on Facebook forums:  Kill Cliff or Fitaid? Wodify or Zen Planner? Contracts or no contracts? etc…. As human beings we have a finite amount of energy and focus.   If we exhaust our energy on the small stuff, we will no longer have any energy or focus for the important stuff.  The things that really matter.  The things that move our businesses forward. I am not talking about physical energy here, folks.  I am talking about the mental energy and capacity to stay focused long enough on a big picture strategy —  to actually move the ball forward and keep the ball moving forward. How many of you have a day that looks like this:   100 things on a to-do list, it’s 6:30am and maybe you just got done coaching the 5:30am class.  You have the entire day ahead of you and are ready to conquer the world.  You start your day off by opening your laptop.  You open a few browsers, and get ...
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The New Currency

Every morning, I wake up at 4am to write. But before I do, I check my accounts. I start with Buzzsprout, which hosts my Podcast. Then I check my book sales on Createspace, then my blog reads, and then my social media shares. I usually remember to check my bank balances, too. But these are far less important, so if my coffee’s ready, I skip them. It might sound funny to hear a business mentor say “Knowing who’s paying attention is more important than knowing who’s paying money.” But it’s true. First, your current clients–those who are paying you money–are paying attention. But it wasn’t always that way. No one believes in “spend at first sight” anymore. More realistically, all clients started paying you money at some point in a longer conversation. And they’ll continue to pay until some future point, when their needs are no longer met by your service. Some of my gym’s members have been around for over a decade. We still have more to talk about. Others left the conversation after two years. And some have been listening without responding for even longer. Some leave, and come back when they see the conversation is still going strong. Some ask questions; some wait for answers they’re too shy to ask. Every day for the last four years, four people bought Two-Brain Business. It probably wasn’t the first time they heard from me. It definitely won’t be the last. They’re all in the conversation now. When I travel to seminars, their voices gain a face. What if I had stayed mute?
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