Shrugged Collective

Barbell Business – How to Step Up Your Client Experience w/ Markus Gerszi

This week on BARBELL BUSINESS, we discuss:

  • The difference between a hobby business and a real business
  • Why the way we’re run our gyms in the past will not work today
  • How to include purpose and connection into your daily SOPs
  • What you can do to improve your clients’ experience

What is a gym, really? Is it a Rogue Rig? Is it a space that holds a guy who’s taken a weekend certification? A gym can be many things to many people but to us, a gym should be much more than a facility with coaches and members.

Think about your favorite companies – the ones you’re loyal to. What are they doing right to keep you consistently coming back for more? Is their product the absolute best out there? Probably not. Do they have the cheapest service? Maybe, but most likely not. You’re loyal to your favorite brands because they’ve managed to tap into something special and personalized. They just get you.

Every interaction they have with you whether it’s packaging, their social media, the music they play, or their customer service reps is impressive in its consistency of excellence.

Now think about your gym.

How many of your members would say that your box exceeds their expectations just as your favorite companies impress you? Is your gym a brand that goes the extra mile in ALL aspects of its services to keep your members loyal and happy?

There’s probably a huge opportunity to improve, right? Listen to this podcast where we outline the 3 biggest areas of improvement you should focus on in 2016. The secret to your gym’s success lives at that intersection – so you’re probably going to want to give this a listen :).

Enjoy the show!



Mike Bledsoe

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  • Would love to chat about barbell logic and the gym I’m currently with. Please give me a call at XXX-XXX-XXXX

  • Hi Jessica.
    In the podcast Marcus spoke of a detailed SOP for running classes at Crossfit Active Performance. As a priority I am very keen on improving our Customer Experience in this regard. Is this information he is willing to share?

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