When a member leaves your gym, it’s crucial to know why. Here, Bill McBride, the president of Active Sports Clubs, discusses the ins and outs of exit interviews.
CS: Why is it important to do an exit interview with members, even if it’s as simple as a form with questions?
BM: While members may not always be truthful in why they leave, it is a good business practice to always ask so that you can learn how to improve. In many cases you can also infer what went wrong. When members come in live to cancel, it is a good practice to have them cancel with someone that can attempt to “save” them, such as a manager on duty or assistant general manager.
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