Reaching Out To Members

hello everyone and welcome to reaching out to members in the retention module so in this video I'm going to be showing you exactly how to reach out to members how to do it in a step-by-step way to increase retention and stay in touch with clients so we've touched basically sort of the overview and the reason why and all that sort of stuff in previous videos in this module right like why you should reach out to members and you know the reason why it works really well and why members feel great but this video is going

to be a lot shorter and it's more of a resource video this video really gives you um everything you need to get started with this strategy gives you a few more pointers um and gives you some resources and that's really this video um because you know we've discussed and if you don't understand why reaching out to members um and having a system for that and reaching out to members as sort of an accountability coach and hiring a client success manager right um if you don't understand why that's so important to increasing retention um go back

to the other videos the golden Playbook and watch all those parts so the first first thing is here here's what we're going to cover we're going to cover communicating with your clients the importance of it how to do it our system the system that we've tested that that is proven the one that we've seen the best results from um how to actually track it Um this can be this can you can use the tracker your client success manager use a Tracker if you have one your coaches can use a Tracker um but how to really

track this as you need to you need to stay on top of this um and not daily this isn't a daily thing but you definitely need to stay on top of this in a month on a monthly basis and then we're also going to give you some message templates we're going to give you more than enough messages to get you started but eventually you know you're just going to have to write these things yourself it's not rocket science it's really just super simple messaging um but kind of just to set you on a on the

right path we've given you um some templates for you to get started and then in the future when you kind of understand the system and can understand what works you can just do this yourself it's super easy isn't the messages are really like three sentences so yeah we'll get into that so communicating with your clients so the strategy we're going to be doing is we're going to be sending two unique accountability text messages to every member and we will follow this process every single month okay this is two messages kind of just checkups kind of

accountability messages um which are you know which are the templates that we're going to give you um every single month to every single member right and you say you don't want to do every single member especially do for the people that are new especially for the people that have been with you for only you know 1 to 6 months okay and you're going to want to follow this process every single month on the clock but it really only requires a little bit of work every single week which is exactly why we want you to hire

a client success manager as he can perfectly or she can put this in the two hours right every Friday um and you want to follow up every seven days for members who didn't get back to you because you're going to be sending a message and then um you're going to be sending another message two weeks so in the middle so say they haven't responded to that first message you're going to be do sending a follow-up in the middle of that um accountability mage message right so because we want to make sure you know we can't

just leave them kind of um high and dry for 2 weeks so we're going to send a follow-up after 7 days if they haven't responded yet okay um sometimes people just need that extra little boost um and a follow-up message does that it's not pushy not aggressive at all this works incredibly well and clients will love you for doing this um and it's so simple and we're going to track communication on a tracking sheet very important you need to have you know like we like we've discussed in this program so many times know your numbers

know what's going on um write everything down have the data ready right now what you can use is you can use high level for this right it's basically a plug-in play you upload all your members to high level add a add a member tag to all those contact details and then just send individual text to those members right you can also do a Dr like a a small member Dr with like 50 people in there or you can use a CRM right crms high levels really made more for marketing so a lot of you are

still using crms right and crms usually 99% of the time have texting capabilities to members right um and the CRM is perfect for this because a CRM is usually made for this type of stuff as well so you know high level or CRM is completely fine um if you have a CSM a client success manager make sure he or she watches this video and uses the tool so make sure you watch this video as the own yourself and make sure that the CSM or whoever is going to be in charge of this watches the video

as well and this can be automated but I don't recommend it yes you could automated but what Automation and why automation is never really something for marketing and stuff like that it's awesome and it's and it works and you know you're going to get amazing results with it but when it comes to retention and client relations automation removes the personal touch that a client so desper desperately requires right so yes retention isn't no fast and easy and Technical um but we don't want it to be because you're going to get bet you're going to get

worse results than if you would do this manual um because you're going to be sending out text and just small very small um details about that person in the messages small kind of changes do a massive thing people can very easily tell especially in this day and age if something is automated or if something is made for a volume right if something is made to be sent to hundreds of people right and the main purpose of this is to remind clients that you care and you'll be checking in with them on a regular basis right

this is going to be so powerful for all the members that you might not see at the gym very often right you might not be doing all the workouts your coach might be doing it they might not just might not show up that much but this just showing that you care and checking in with a couple of messages a month there's so much um because most people don't have this in their daily like most people don't have somewhere that kind of just checks in on them and ask them how they're doing you're not trying to

sell them anything you're not trying to do anything you're just asking them how how they're doing checking in with them and if they're getting any closer to to to their goals and if they need any help with anything right you know because it's very easy to stay in contact with regulars right regulars you've been with you for years or you know uh you know 12 months 13 months who show up two three times a week and have this Habit in Grain and they love showing up and there's really no retention game there right but it's

harder to stay in touch with the irregular members um who you don't see very often who maybe show up once a week when you're not around um and also the people that are very new to this and are very still kind of uncomfortable and frightened right um so the first thing is member communication tracker and this is something your CSM is going to be using or your yourself or a coach or whatever um and this is kind of the way that you want to do it so we've said you're going to be basically the max

amount of text message you're going to send to a person is four a month right but this is that only if they don't resp respond to the accountability me text right every that we send every two weeks so you're just going to want to put this in and this can be a CM that does the work this can be you um this should be very easy you probably can download this from a CRM and just copy and paste this into the sheet make sure that you have all your members in here with their name their

phone their address and their goal this is something that a lot of tracking sheets don't use but it's a very important thing to keep in there um because it's the reason why they're with you right it's the entire reason why they're even there um so you know John do wants to lose 20 in the next three months and Susan do wants to gain 5 P of muscle now also notes maybe some uh you know Susan has a very short temper so uh you know be a little easy on there this and John is diabetic right

here and this is also not just for this simple step retention step this is also great tracking sheet for just um overall things right and this you can also use this as your Su success board which we covered in later videos right you're going to want to write down and this and this sheet will be used on a monthly basis so you just want to fill this sheet in and every time you know a month ends you can just copy all this right because this is a very static this is static data and you just

copy it in here right so you don't have to con you have to repeat um all this stuff and you can also do the notes right and you're going to want to track the amount of visits they do on week one the amount of visits they do on week two so I'm just going to do like a a dummy one so this is um this is Brian and you know we put his phone number in there we put his phone number in there we put a p we put his address in there and he wants

to gain five Fant musles well he wants to lose weight you know and he also has a short doesn't really matter just for example person purposes all right so week one he's showed up two times right uh week two he didn't show up uh anytime um week three four times and another one one time so you're going to want to track here the last the last text sent so you're going to want to track when you've sent the last text the last sort of contact reach that you tried on this person so for example here

you know we've the last uh text we sent was um the 6th right of the 21st of June right and this is the column for actually their their responses so you send it on 21st and you you respond on 24th um but this can also be which is going to be also a thing that you're going going to see is you're going to be sending a text your last text was the 13th of June but their last response was you know in May 22nd of May um and here can here you can put the small

wins this can be great for con conversation makers in the text messages right all these little things very small little things this isn't rocket science will have massive effect trust me um and this is where you'll be able to check on if you've sent the messages so you know say you've sent the month before you've sent uh to let's say um Susan with the short temper you've sent the message um but she didn't respond so you know the first of the month you're going to do another follow-up and you just want to tag that then

you know if she didn't respond again you're going to want to send the accountability message then if she didn't respond again you're going to want to tag on the 20 21 days followup but say they are responding and they don't need followup you would just leave this one blank you would just send this okay we've sent the 14 days accountability text and okay we've sent the 28 days accountability text as well right and that's kind of how you're going to just want to track this every single month and eventually you'll have a nice pattern of

people and eventually maybe some people that are just going to leave and there's nothing you can do about it they're going to have all of this checked maybe for like a month or two right so like bam you know Bam Bam Bam and they're really not responding and if you if you're seeing this you know like four non-responses I'd recommend maybe give them a call something like that you know there is no real step by step you know like you know just like a um 1 2 3 4 5 6 you know you can improvise

a little bit with the this use your own experience because you know retention isn't like marketing where we give you ads and a system and targeting and stuff like that and you kind of just get leads right the retention is you know it's working with people and people can be irregular they can be inconsistent so this can be a little inconsistent as well but this is definitely you know if you just follow the sort of the basis that the outline of this of what we give you you're going to be good to go so uh

this sheet will be down uh down in the section uh down in the description use it um get your team members on it and yeah that's it all right so the next thing is we're is the message template so we haven't given you you know messages for years right but we've given you enough messages to get you started for the next couple of months um and give you some experience and then your client success manager or yourself or the coach or whoever is doing this can eventually just send messages themselves it isn't rocket science um

as you'll see in a second but um yeah it is nice to have a couple of messages going so you don't have to spend spend an hour on this right so here so you can customize these messages as much as you want like I said this isn't like one two 3 4 this isn't super step by step so you have a lot of freedom with this you can use high level to text these messages to your individual members or you can also use your CRM use a CRM texting system and this is kind of up

to you you know if you're CRM is great with you know texting members and staying in contact with members and tracking all the data on that then use your CRM if you're kind of lacking on that if your CRM is kind of lacking on that or doesn't even have a texting system um then use high level um if you want a little help with that high level kind get a little technical then of course you know just let us know on the Facebook group or schedule a call right so the first thing and this is

I'm just going to use an example here so um you can kind of just follow along this member joined and um she's now in her first two weeks she joined on a unlimited membership she was super excited wanted to lose 23 in two months so very um you know she has big goals but we can get it there and this is the first message hey Susan it's B your Fitness success coach I'm just checking in um so now she knows okay this is B she might might not have seen you ever right because this CSM

doesn't actually have to be at the gym or not a lot right or she might have just never been in contact with you so just kind of doing this is more than enough um she'll probably save your number in her contacts or at least she'll be able to scroll back when you send her another message and see exactly who you are so hey this is Bo it's your Fitness success coach I'm just checking in hope you are crushing it at the gym keep working hard and your body will thank you anything I I can help

with and see like I said this is not rocket science it's that simple and people are going to respond you're going to get a lot of responses and you're going to get not a couple of responses we'll show you exactly what to do then um but you're going to get a lot of responses and very short responses and that is it maybe you can you know in your spare spare time as a CSM or as an owner you know kind of just continue the conversation here um because these small little things that will cost you

like five minutes they're going to give you a member for life right um and they're going to respond with with no no I'm having a great time feeling great um I'm going to show up again on Wednesday um and then what you can do is an extra thing like oh okay perfect Wednesday should I schedule you in for 10 10:00 a.m. uh something like that then four weeks so say like they just responded you know great then another two weeks later membership area hey you know Susan I hope everything is going great I wanted to

send a quick reminder about the membership portal which is an awesome research for at home workouts and nutrition tips so um we have a program online training and Co support where we give you a membership portal where you can record videos and we also give you recipe books and nutrition tips and all that sort of stuff you can upload that to the membership portal and that will add so much value to your membership as a simple like thing that people can do at home if they're not in the mood to go to the gym or

they kind of just want to know some more about nutrition then use that and just give them a link um but some of you will already have something like that um just send them that it's going to be great let me know if you have any questions you can also do if you don't have a membership portal hey Susan I hope everything's going great I want to send a quick reminder about the member members only but the members only Facebook group we have which is an awesome research for at home workouts nutrition tips and talking

with other members um if you don't have a Facebook group well that's the first thing you should be doing immediately start a Facebook group we'll shoot a video about that as well on this module so after this video that video should be somewhere in this on the in this module click that right now and get get a Facebook group going massive Mass it will help so well with your retention and overall client success overall client relations the amount of reviews you're going to be getting in it's just benefit benefit benefit right then uh they respond

and say yes no I'm doing great yeah thank you I'll join that right now all that was a response and then another two weeks later experience hey Susan it's me again kind of an eye wink you know um how's your experience at the gym going anything we can do to make it better right this is a great not only it's a a great checkup and for accountability but it's also good for you it's great to um learn if there you know uh constructive criticism is always a great thing and maybe you can actually improve on

something maybe if you do this send this message 10 times and you hear the same thing five times over like yeah I love it I just you know you know blah blah blah blah this then you actually know how to you know actually know how to prove your business don't forget I'm always happy to help um you reach your goals so feel free to shoot me any questions that come up and that's it they're going to respond they're going to feel amazing you know they they're going to feel like someone cares and looking out for

them which is exactly what we're trying to do here um it's also going to make their results a lot better and then they respond right and another two weeks later hey Susan hope everything is great are you crushing your goals if you have U if you've hit a plateau and need help breaking through it that's what I'm here for you know this is you know subtly at 8 weeks usually when people get you know hit some plateaus and stuff like that so that's why we send it and then in 10 weeks you know another two

weeks later um hey it's Susan your Fitness success coach um oh hey it's both your Fitness success coach just doing a by-weekly checking um to see how everything is going so far is everything is there anything I can help you with reaching goals nutrition workouts a pains just let me know and help you out otherwise I'll check back as soon right that's it and this is just the case you can just follow this step by step for all the members that are responding and you know they're you know touching back and engaging and here's just

two follow-up um examples right say they don't respond to the first message for instance um hey first name just following up to see if I can help you with anything my only job is to make sure you have an amazing experience sh out Jim are you enjoying everything so far and another one hey this is um hey Susan it's B your Fitness success coach haven't heard from you in a while is there anything I can help you with reach goals nutrition maybe sing for tomorrow workout at 10: a.m. if you're interested we'll have food spots

available this will really cool to action and you'll usually get a lot of responses if you just do something like this because you don't people don't like to leave people you know like kind of just in the in the dust um so again this won't be for the entirety of your career but you're getting the gist of this right I hope you're getting the gist and just use this for the first 10 weeks and use these follow-up messages and eventually just write your own stuff don't make it too long you know just short and sweet

but you know can be resources can be just checking up again can be you know maybe a quick video you shot for them or for the entire member base this can be anything and just kind of keep them engaged um and this you know send them some content send ask them some questions um you know celebrate their wins and successes so that's why you know we have this here maybe you know you can get a little personal with it if you have a little extra time as a CSM right you can say hey um for

the small wins and successes you know hey um just my you know another just my my twoe checking again um I heard that you lost 2s this week that's amazing anything you've done done differently stuff like that it's so easy we'll do massive massive uh will help you out massively all right so action item add this retention system to your monthly routine and stick with it consistent every single month and this isn't a lot of work guys it's um two three hours a week which is which is what a CSM is made for but you

can also do this yourself um and this will will increase your retention in ways that I cannot explain all right guys um I'll see you in the next video and goodbye