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Brian Foley: “She (a lead) was one of the statistics that didn’t sign up, but you know, the best solution for her was to refer her to a powerlifting gym in town. And we do that regularly. And we just say, ‘OK, this is not what we focus on, but we can recommend some great gyms in town, and you should go there.’
“So that’s a very clear indication that our moral compass is very much fixed in the direction that we want it to be. It really is helping for us. So when we meet with that prospect, we’re so confident that we can help them. We really are. And (my CSM) Angela says that every time I catch up with her. She’s like, ‘I’m just confident. It’s such a privilege to just be able to help people.’
“So if we can’t help them, we’ll tell ’em to go where they should go. But what really drives the approach is just listening to people, hearing their pain point and just showing that there is support there for them and that we’ve got a solution that can help them. … So we don’t try to sell them something that we don’t offer, essentially.
“We always lead with that genuine belief of help first, showcasing that we can help them. It’s not about having tactics. It’s just about being very clear, being up front, being honest and really caring about the person that walks in the door and listening to their story.”
