Retaining members to improve the service

Membership Retention Strategy Training

Retaining members means improving the service from a product/fitness perspective CCLS can design bespoke courses that will not only train your staff but will also show the organisation what steps are needed to improve the service in the long term.

Part 1 - Training Day

The courses are designed to have two functions. Objective one is to train the attendees in fitness service levels. Objective two is to help the organisation put a retention plan into place. Staff will be involved in the day, via interactive sessions, brainstorming, practice and checks for understanding.

The aim is to create some tools that will ensure there is one way to do things and that is The “Organisation’s Way”. Making team members realise that they may need help and that maybe some change would benefit not only the customer but also their job role, is key to the day. This day isn’t about telling them it is about training them.

Part 2 - Changes to make it stick

From the course, the findings will be presented back to the management team. The training day will have an impact on the staff, but we need to ensure that changes are made, so new behaviours shine through and stay consistent.

The presentation will not only highlight areas of concern but will also provide the solutions based upon best practice from over 100 organisations across the UK and channel islands. For actions to happen, it helps if we can make people accountable for them, the afternoon session does just this.

They are allocating responsibility to staff with realistic timeframes to ensure that the improvements happen. Tools will also be provided to ensure that you don’t have to re-invent the wheel.

Good Trainiers

Part 3 - Making you self-sufficient

CCLS are more than happy to train your organisation to become self-sufficient; in fact, we sort of insist this happens were possible. Your organisation will always need to induct fitness staff and re-train, so we like to make sure you have all the tools you need to be able to do this for yourselves once we have gone.

The standard way this is done is as follows:

  • Day 1: Your trainer will be part of the course
  • Day 2: they will work with our trainer and get used to the powerpoints etc. and the handouts
  • Day 3: Make notes and prepare to team teach.
  • Day 4: either team teach or present the whole day
    All the tools will then become your to use and adapt

Base package includes:

  • Full Retention Plan
  • Add-ons for comprehensive project management, if managers wish to be able to see all actions being completed for a minimal cost

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