Key Performance Indicators

hello everyone welcome to module 2 key performance indicators in this video we're going to talk about the real numbers about everything so in this video we're going to discuss really the numbers that you should be looking out for the numbers that you should be pushing for um so you know exactly um when the numbers are down when the numbers are good really just kind of understanding it all from a high level we're going to talk about appointment rate we're going to talk about sales conversion rate and really just sort of um some troubleshooting as well

so you know so you can re really be prepared for this and uh you'll know exactly when when you know when you're doing the right job and when you're doing the wrong job okay so without further Ado let's get into it um so we're going to talk about key performance indicators uh kpi so whenever I say kpis I mean key performance indicators and what do we really care about what are really the numbers that that matter to us um and what should we focus on and what should we kind of leave in the background that

we shouldn't really care about all right we're going to talk about show rate so I'm going to explain show rate what it exactly means um so whenever I mention it you know exactly what I'm what I'm talking about and um you know exactly what you should be looking for for your own facility right we're going to talk about sales performance sort the sort of conversion rates that you should be looking for that you should be working for that you should be pushing for um and also when sales numbers are down you know you'll know exactly

kind of what to do um and really make sure that you get that on top as you know sales performance can be a massive game Cher when it comes to revenue and also troubleshooting so say things are things are not working out what you need to do exactly what you should be looking for by like a by a step-by-step order um to fix certain things okay so without further Ado let's get into it key performance indicate indicators so what do we really care about when it comes to the numbers as you know there's going to

be a lot of numbers um when we are starting to run our high level Campaign right our database reactivation campaign there going to be a lot of lot of numbers flying around um and what are we really going to be focusing on so when it comes to database reactivation um campaign you're going to have a couple of steps before a person actually enters the gym one of those will be response rate right um so people actually messaging back to your opening message and I'm just simply here to tell you don't care about that so response

rate is not the main thing that we're really focusing on so don't um try to change things up just to get an extra just to get more responses um just to get more responses out of your out of your messaging as that's not really what we're focusing on here we're focusing on getting people in the gym right so optim rate yes please responses right people who actually opt into a database reactivation campaign who actually opt in for the offer and actually sign up this is important but also not really as really the next two steps

that come after that is really what we should be focusing on as you can get um you know a low number of yes pleases but if all those yes pleases show up and actually book an appointment that's fine but you can get a high number of responses but a low number of appointment rate and then right like that kind of kind of works um works against it right so don't really care about the response rate don't really care about the optin rate what we care about is the appointment rate and the show rate right so

appointment rate is the amount of people who actually schedule an appointment after opting into to a database reactivation campaign after opting in with a yes please or after opting in and actually being interested in the offer right and actually scheduling an appointment like picking a time and you scheduling them in your calendar that's appointment right so say I'm going to use an example of a list of a thousand um and these are the numbers you should be looking for so a 3% appointment rate so 3% out of your list of a th is a minimum

is minimum satisfaction that should be the minimum the absolute minimum you should be getting when it comes to appointment rate 5% is average SLG good that's kind of the sort of the mid-range that we're you know 5% of your list that's actually scheduled an appointment is in mid mid-range which is fine those are good numbers um you should be happy with them when you hit them 7 to 10% is amazing and that's great so say you get 70 to 100 appointments out of a list of a thousand that's great those numbers are really good you

don't want to change anything you're doing the right thing the way you're scheduling appointments the way you're responding to messages if you're getting those type of numbers you know there's not really a lot more to improve okay so that's appointment rate is people scheduling and booking appointments in your calendar okay now show rate this is something incredibly important and this is the most important thing out of all of this as that's eventually the thing that's going to make you money is actually physical people in the gym right so 50% show rate is the absolute minimum

that will accept and it really is kind of a little bit too low CU you can still make a lot of money with a 50% um show rate say you get say you get 100 appointments right you know which is an amazing or say you get 50 appointments and if 25 of those people show up you're still going to make some money you're still going to get some members which is fine or you get 150 show up it's still really good you're still going to you know you're still going to get some uh get some

members in but it is an absolute minimum as we can do a lot better so if that show rate is around 50% you know there's some things you can improve so you're going to want to ask questions in the Facebook group in the Q&A calls so we can work together to up that show rate as appointment rate and show rate is going to come from you as well it's going to come from you responding to messages you following the daily workflow which we're going to cover later in this module as well it's um it's going

to come from you doing your job okay 60 to 70% show rate out of appointments is average SLG good those are sort of the minimal numbers those are mid-range numbers which are good and uh you know those are numbers that you know those are acceptable numbers and you're definitely going to make some money if you hit those numbers correctly right um so you get 100 appointments you get 60 to 70% of those people actually in the gym or 60 to 70 you know people um that's great that's that's fine you're going to do well um

and 70 to 9% is perfect so if you're hitting those numbers off the bat you know that you're doing an amazing job you um and you really want you just want to stick to the process that you're currently following as that's an amazing you're going to make a ton of money um as you know this all comes together as well within when we're running Facebook ads and getting new leads in as you know like we've said the appointment process and the show rate process is pretty much the same right so when if you're hitting these

amazing numbers for the appointment rate and the show rate you're doing a good job don't change anything okay all right so what is show rate exactly and it's very simple show rate is the number of prospects in the door divided by number of prospects with appointment set so an example you get 90 appointments out of a list of 1,500 for example 90 of those appointments and 10 of those people or 10 of those people add a body so you get a plus 10 budes so that's 100 appointments right because I I count an appointment as

a person right so if you get if you get an appointment with two people that's the next that's basically two appointments at the same time right so that's 100 appointments say you get out of 100 appointments you get 70 showups your show rate is 70% and it's that simple that's the show rate so don't um don't uh calculate show rate through sponsors so don't calculate it through yes please responses say you get 200 yes please responses and 50 showups don't calculate it through that also don't calculate it through people who opted in through Facebook ads

calculate it through people who've actually given you a time they told you to that they were going to show up and you've put them in your calendar that's an appointment and if those show up that will calculate show rate not it's that simple and why this is great because you know if we're hitting these numbers correctly you're going to make a lot of money you're going to do get a lot of members but this doesn't even count in Walkins which is going to happen as well which is just simply people who are you know responding

with a yes please or who simply got the 10day pass message didn't respond they kind of ghosted you and didn't respond but then by some reason still went to the gym and showed you your 10day pass which could be anywhere from you know extra 10 to 20 people who you know didn't follow the process that we want them to follow but still actually went to the gym and just tried to you know tried to use that 10day pass and obviously you're going to say yes as those are just count those are just walk-ins right and

don't forget in the beginning that no shows and cancellations aren't lost appointments as we've got campaigns for both right so say you've got 100 appointments and you get a ton of no shows right that's not the end as we've got a lot of campaigns to get a lot of those people back in right back in the pipeline so you know this process this process you know has a sort of a safety net for that so don't don't don't uh um don't beat yourself up because we've got campaigns for that you just need to follow the

workflow so now sales performance so this is very simple sales performance is really just your conversion rate your closing rate on PE on on on showups right so 10% 10 to 30% if you're closing 10 to 30% of showups means you have a broken sales process there's something wrong and you need to you need to let us know um as we need to fix that together as you can do a lot better than 10 to 30% 30 to 50% is average SLG good if you're hitting those numbers right you're doing a good job you're you're

going to make some money and that's good like 50% if you're if you're 50 around 50% or a little below that's fine those numbers are acceptable but you can definitely improve in the future and 50 to 70% conversion rate is amazing and you're really at the top ranking of gym owners um when it comes to show ups and closing rate and you know if you if you're hitting those numbers consistently you know you know that you've got an amazing sales process in place you can obviously improve even more um but there's definitely not a lot

to worry about and when it comes to the sales performance you know there's a lot of us to tell you like you're doing this wrong you're doing that wrong but at the end of the day if the return on investment is there and you're actually making money that's all we care about right if you're actually making a return on your investment you're actually getting members you're making money even if your sales even if your sales uh um performance is only 10% if you're only causing 10% out of show UPS you know you can definitely make

a lot more money but if you're still doing well you know that's all we care about in the end okay so here and the last thing we're going to cover is troubleshooting so appointment rate this is people scheduling appointments through the text application and you putting them in your calendar if these numbers are down these are basically how um these are basically how we trouble it step by step so you do U so the way that it's currently ordered is kind of how you want to look at it and how you want to fix this

so verbiage is the first thing we look at how are you messaging these clients are you using the templates that we gave you that we've tested and tested that are personal and that they are they work that they work are you being rude to clients are you responding to them are you being nice are you being personable with them right how are you messaging these clients it's a very important fact and it's going to be and it's going to um have a if you're doing it right it's going to massively increase your appointment rate um

as people are talking to real uh real humans they like you and they want to they want they want to schedule an appointment right so how are you messaging them and this also comes down to the um automated messages but usually that isn't the issue as you know we've tested these and we know that they work um so it usually comes down to the manual responding um that is usually an issue if the appointment rate is down right so workflow are you booking appointments daily are you checking high level in the morning before 10:30 a.m.

before you know follow-up messages are uh before followup messages are sent and in the evening to respond to questions and booking appointments and book appointments right because you know there's going to be some workflow here you need to schedule these appointments daily right and if you're not doing that if you're just kind of leaving this on the back burner you check it every 5 days right like of course appointment rate is going to be down because people are going to going to lose interest right you want to be on these appointments people when they give

you a time or when they respond you want to you want to um you on to respon to them within the first 24 hours and preferably within the first 12 right if you've got the time and that's going to have a massive um massive in um that's going to increase your employment rate massively because if they have a question and you respond to them the same day you know very high chance that they're still interested and they'll book an appointment with you so you're going to want to hat Che high level twice a day in

the morning and in the evening you know if you've got more time do in the midday that's fine too and make sure that you are booking these appointments and that you're doing the workflow which will show you as well you just want to follow these steps this is a daily action right so offer is the offer you're pushing out desirable are you using the 10-day free trial are you using a 7-Day free trial look we know that these offers work really well um if you're changing it up but for some reason or you're using a

a one- day free session if you're doing Group Training for example you know the offer just might not be desirable and people just might just might not be interested that can be that can be that can be the that can be the case if you're using the 10day free trial very high chance they will be interested as we've tested this for dozens of people right and it's always worked but you know this can be a factor um so maybe you have been you know really sending out a ton of marketing messages to your list already

which will hurt your database reactivation that's just the truth and it's the same offer of course this offer is going to do less well um it's just going to be it's just going to the the performance is going to be a little low because you know this offer's already been sent out a lot so if that's the case let us know in the Facebook group and will help you out schedule so does your this can be an issue does your schedule actually have enough options to pick from if you guys are only doing classes in

very early in the morning and not actually desirable times that people are actually available to go to the gym right um if you don't have that of course they're not going to they're not going to book an appointment as we're sending out our schedule and our messages but if our schedule doesn't have a lot of options to pick from for clients of course your appointment rate is going to be low because people just aren't aren't available right so you want to make sure that your schedule is um your schedule is desirable and it and it

and it works and you've got a lot of a lot of times right troubleshooting for show rate so this is how do we troubleshoot people who've actually booked an employment but aren actually showing up so most of the time it's a technical issue appointment reminders aren't set up correctly so you've made a mistake there or ar sending out or on sending out at the right times usually they are sending out at the right times have we tested this and you know before um after 10:30 a.m. usually works the best right um but that can be

an issue and usually it's just appointment reminders aren't set up correctly um and it's just a technical issue and that's you know that's fine we'll fix that um it can also be locational can people actually find your location I've heard gyms who share buildings with other with you know nail salons and you know they're behind these sort of weird uh you know weird locations and stuff like that um if that's the case um if if it's that if that's the case that people can't find your location you're going to want to change that verbiage in

you're going to want to change the verbiage in the reminders um letting them know about your very specific um locational traits right so that can be an issue people just can't find it and don't change it and don't make assumptions like you actually want to hear from your prospects um when they don't show and you follow up on them that they just couldn't find it and you want to hear that a bunch of times before you start changing this stuff around workflow are you responding to messages right are you responding them to them in time

um before the appointments right people you're going to see this a lot people are going to have some questions um before appointments that'll just pop up out of nowhere are you responding to them or you just kind of leave are you ghosting them as there's going to be very high chance that um you know they won't show if these the messages aren you know answered um um the questions aren't answered and also you know are you mes are you being are you being nice to them are you being personal with them just don't be rude

to them right because like we said in the introduction video no show usually meets an emotional barrier right and the more the more personable you get with them um the more the more the higher your show rate will be it's just that simple so are you adding people to the noow campaign as well so when people noow are you adding them to the noow campaigns so we can actually get them back in or you just kind of leaving them on the burner right timing so the timing of mindness might be the issue this is a

very rare problem because we've really set these timers up to work for any location as we've tested this multiple times but that might be a final result and that might be the final issue right if you come to the timing issue um just really let us know you know with these things that's why you've got so much support like use support at the ending right it says in PowerPoint that's what if if if you know if your appointment rate is down your TR uh your show rate is down first of all you need to let

us know um so we can help you and as you know these things can be pretty pretty difficult to fix and pretty difficult to spot the problems but we know what we're doing we've seen this countless of times so you really need to you know use us when these problems occur other than that that's it for this video um download this PowerPoint uh download this PowerPoint in the video section so you really you know you can keep these numbers fresh in your mind also the troubleshooting um for when the database reactivation actually starts right um

and other than that move over to the next video um and yeah I'll see you there all right goodbye