Wherever your membership is fee-based, you always run the risk that paying members will leave. Nationwide, the average attrition rate of health club members is between 35-40% annually. Considering how hard it is to get members in the door in the first place, this is not good. Not for the facility, not for the bottom line, and certainly not for the population health we all seek to improve. 

This session will explain the true reasons (not the spoken excuses) that members leave and discuss how a simple change in mindset can make a huge difference in attracting, keeping, and truly servicing, your members and your community.

By the end of this session, participants will: 

  • Understand the real reasons that members will leave a facility 
  • Recognize the “service gap” that is driving those reasons 
  • Identify the mindset shift that is necessary to close that gap 
  • Be prepared to implement the changes necessary to drive improvements in both retention and population health.

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Click to upvote questions to ask the presenter(s):
How can staff be trained to help identify and address “service gap” issues before members leave?0
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Cosmo Wollan

Founder & Chief Visionary
Parks & Rec Rx Group

Cosmo Wollan has more than 30 years’ experience in the Health, Fitness, Wellness, and Medical Fitness fields. He is Founder and Chief Visionary of The Parks & Rec Rx Group, bringing medically directed fitness services and population health benefits to commercial health clubs, municipal fitness centers, YMCAs, and the Parks & Rec Community.

 

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