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Gym membership invoice for Management

today we're going to be covering the membership sales process but before i go into that i want to go through the three ways that we can increase revenue flow from our business because it all ties together can somebody tell me one way we can increase revenue flow in our business staffing john okay manpower let me tell you guys have to understand that no matter how good your conversions get no matter how many phone calls your people make no matter how many appointments that they book when you limit staffing numbers you limit potential of your business now in this market we can get away with that and still make a decent income but if we're going to spend time at work especially you know some of you guys more time than we should why not make the most money that we can why not take your business to the next level why not show some of your staff how to make it to your level show them how to grow the business teach them how to become great sales people so manpower is definitely key when it comes to scaling your business can somebody give me one more way we can increase revenue flow in the business okay wait who said that queen brown okay skill set that's we can go ahead and call that conversion percentages what what's you your closing percentage what's your club's closing percentage what about the brand new sc that you just hired two weeks ago what is their closing percentage do we look at that every day booking percentage okay are we working as a unit and you guys are going to hear about this in a minute are we working as a unit with the pt side it does something what about referrals you know what what's the organic traffic like we can increase that conversion you know take one member and create organic traffic off that member by improving the customer experience and so we're going to be going through the sales process that is going to provide a five star experience for the prospects when they come through our facilities somebody rick go ahead and mute your phone buddy now this five star experience takes time it increases the eft per sale we know that on the membership side okay but it is impossible to run this play that we're about to go over in your club if you don't have enough staffing this is a very busy market and i've said it since i've gotten here a few years ago we are cursed and blessed at the same time so because it's a busy market if we don't have enough staff enough players which is the company's willing to pay for we can't provide this type of experience to the prospects when they walk through the front door because we have so many people coming in so let's start with the first step of the sales process can anybody tell me what the first step of the membership sales process is meet and greet okay all right that was neal huh yeah you know what's important about the meet and greet my brother that that's the whole trend uh for the uh for the sale yeah it uh look at the person and hopefully you can shake their hand if you can't just pump their uh pump their hand these days let me give you guys some really really great advice if you if you want your closing percentage to instantly go up 10 to 20 let me walk you guys through some of the important aspects of the meet and greet some things that i want to pay attention to let's start when the person first walks through the doors at your gym when they walk up to your front desk staff what is that experience like have you guys actually paid attention to what they do at the front desk how are they greeted are they put into the system and are they just told to walk over to the sales area or does the front desk person this used to drive me nuts come walking over and go hey go to guest pass and the person's right behind him if you're seeing this happen inside of your club that's costing you money as a business no we could say it's not our department but i'm going to tell you guys when i was a manager of one department if i saw something in the other departments that was costing me money i didn't wait to fix it i had conversations and the conversations weren't a threat the conversations were hey i know we do it this we've been doing it this way but we're looking to take our business to the next level so let me show you how let me explain how we can do this a little bit better and show them another thing guys if you want to make instant rapport with a prospect what's the fastest and easiest way to do that compliment compliment man it needs it needs to be a muscle when you walk up to a prospect that you haven't met in person even if you've met him in person when you walk up to them and they're at the front desk when you tell them hello introduce yourself the next thing out of your mouth needs to be a compliment belt shoes bag hair i don't care what you compliment them on that that compliment builds rapport right out the gates and then we take control okay we need to come off guys as a professional a lot of us dress very professional on this line and look i go around and i notice it that's important because that person is going to judge you when you're walking up to them are you walking up to them in a nonchalant way are you walking up to this person like you're enthusiastic to help them they're gonna pick up on that do you sound like a professional or do you sound like somebody who just started they need to see the confidence now we've since i've been in this market i've been working with each of you on different parts of your business some of us are moving faster at improving the business some of us take it a little bit longer when we give you an action step it might take you know you four days it might take someone else one day okay everybody moves at a different speed and that's okay but one one person that i've been working with and look i'm not doing this to brag for this guy but i want you guys to hear it from another gm i don't want you guys to keep hearing it from me one person who's been executing at a fast pace every play that i'm like hey this is this is this can make us more money this could push more revenue this is the play this is step one the sooner you can get that put into your business the sooner it can start increasing the revenue flowing through your business is shane out in garden city shane you on i heard john look i'm almost certain that most of us on this line i know neil probably not neal but a lot of us are look we like to make real it's important to make really good money and a lot of us are making really good money on this line over ten thousand a month shane came from lake success as an agm you guys know what kind of money the agm's make at lake success this was three months ago because shane has been executing at a fast pace and rolling plays out we've gotten a lot done in two months shane what has your income done in just two to three months by working by working alongside me yeah it basically drove guys he has quadrupled his income in three months so let me ask you this question shane what are the three main plays that you would say made the biggest impact in your business i want every because we've rolled out probably 15 20 plays maybe more but what are the top three so everyone else on the line can hear what the top three have been for you and your business what are they okay and what is it done for your business let's start with the first one all right the first one would be third party introductions okay third party introductions guys you probably heard me call talk about this on some calls shane walk us through what the third party introduction is and i know you have all of your staff doing this they do not bring anyone to the help center before they do third-party introductions can you explain what you mean by third-party introductions and kind of explain how you work walk that person through those introductions and what it does to your prospects sure so a third-party introduction is simply introducing your prospect to another individual allow them to create a conversation okay how i have been applying this to my business is you know the front desk will notify me that there's a prospect in front with their full name phone number type of visit such as like a walk-in or appointment um then i'll go ahead and do the meet and greet i'll shake the person's hands introduce who i am uh with my title general manager and then i'll also give a compliment about their hair tattoos sneakers whatever it is and i'll hold that conversation for a minute after that you know i will mention before we go back to the help center oh which is we wish everyone knows here at the sales area wait wait wait wait wait let's go ahead and take a pause here i want everybody to really pay attention to this because this is important shane does not call the area where we sign people up the sales area and his team does not call it that either i don't know about you guys but when i visit to go take a tour at any business i mean i like going to the sales area because i'm in sales and i like to assess them but most people the generalized public when they hear a sales area they already start putting up walls so just change what you call it and you guys have changed it to what shane health center the help center i would much rather go sit down in the help center than go sit down in the sales area so keep going i just wanted to put a highlight on that point for everybody on the line sure so after that i'll go ahead and say let me introduce you to our operation manager lynette our operation manager will provide a compliment as well and have a brief conversation with the prospect afterwards the prospect and myself will begin to walk towards the health center and before we get to my desk i will go ahead and introduce a prospect to the head program specialist okay um when it's just so it should sound something like this hey mrs jones before we have a seat at my desk you'll have to meet this person he's incredible in his field and one of the best in the nation this is prince our head program specialist prince then will provide a compliment as well and talk with them a little and end it with you are in great hands with shame you have nothing to worry about and then we go back to my desk okay guys the third party introduction i think shane that was one of the first things i had introduced to you right correct yeah i knew it was going to make a big impact so if this is not happening inside of your club it doesn't take a whole lot more time but it makes the person feel welcome it pushes our efforts towards making a friend get results versus helping a customer get a membership that's two different approaches we're going to improve the experience of the customer which is the perceived value of your offer so the meet and greet guys we spend a good bit of time on it is critical that we introduce that third-party introduction and we're meeting people at the front desk and using a compliment to quickly build rapport step number two of our sales process faq f8 okay anybody but shane tell me one reason why we do an faq identify potential objections okay that's definitely one we're going to be looking for objections now you guys are going to have different objections versus pt sales but sometimes they do cross over so understand which objections you might get with a membership sale okay when we hire new people we should be telling them hey look these are the objections you need to be looking for if you get these objections this is the solution to those concerns because that's all you're doing is providing a solution and give it to them what's another reason we do the faq fitness goals okay we've got to collect data guys we got to figure out how we can help these people they don't come into our facility going i'm going to the gym to buy a membership they're coming here to get results there's something that they're trying to do our job is to uncover that help the person figure out exactly what they're actually trying to do here because some sometimes they come in with one goal and if you have a conversation with them guess what they might have five goals six goals but they were only really thinking about that one but if we can identify the six we can add value to the sale so don't just stop at one see how many you can uncover the more goals you add the more value in your sale what's another reason we do the faq okay guys this conversation no matter if you sell memberships rpt if you can have a fitness results based conversation with that prospect you can gauge the temperature and take somebody from a complete zero and get them ready to purchase by simply asking smart questions what's the last reason we do an faq guys rapport rapport guys i can't emphasize how important this is i know i know this market is super busy we got people coming across our desks all day we could if you don't pay attention to it you'll actually actually start slipping on the rapport building because you get so many prospects coming in front of you don't let that slip that's making a friend not a customer friend rubin will bring you more business friends will refer people to you friends will give you a good review so rapport building is very very important what's the third step to our sales process guys tour shane walk us through some of the main points uh first of all are you guys giving tours to every single person who comes into your facility absolutely and do you feel that the third party introduction play has completely eliminated that time objection when they sit at your desk and go i just want to know prices yes john so doing the third party introduction guys he doesn't have people sit at his desk and go look i just want to know prices that's happening in this market because again we're coming off as sales people so he takes everyone on a tour now why do you do that shane because that takes time dude you could be signing somebody else up why would you spend time taking somebody on a tour um first and foremost it boasts way more rapport all right when they get to see the entire gym and you know your gym inside out your gym is clean it builds their confidence in purchasing a membership when we get back from the tour and when you walk around with this person always they're going to be touching equipment right correct so um going back just a little bit john during my faqs i'll understand what type of workouts this person needs and then during my tour i would like to put my prospect on at least two to three machines gotcha i used to do the same thing guys but i always sold memberships with a pt sales mindset so putting them on machines i knew was adding a ton of value if they can feel the equipment man your closing percentage is going to go up 25 to 30 percent just by putting people on machines and putting them on machines that are going to target the certain areas that they're trying to fix now shane when you walk back to the desk you need to make sure this person's ready to buy a lot of you know this acronym on the line but shane what's the acronym and what does it stand for the tackle is hours amenities commitment convenience like or love now if you ask these questions and you don't feel like they're ready to buy should you show prices or are there other tools you could use to build more value before you go into pricing no there's definitely a tool that i've been using every time and it's been working um so basically on the gauge and the temperature of the tour you should know if they're definitely gonna buy or not now if i feel like they're still hesitant and they don't want to buy i go ahead and use my head program specialists to go ahead and give them a workout before i even price present to them um prince oh we'll go ahead and give them a workout or when they get back he'll roll them right into my seat easy close under membership and then afterwards easy transition um to the program design session booking the program design session or close on pos got it so if your prospect is not ready to buy guys when you come back from the tour use pt have them check body comp have them take take them through a workout the flow i used to work with when i used to sell pt that's how i used to work with memberships i was always helping them close their deals let's get that relationship inside of your club it helps both sides creates a better experience so what we go around we go on the tour the person's ready to buy what's the next step in our sales process guys price presentation okay i'm gonna give you guys some key points about the price presentation it's never the prices are never written down onto a blank piece of paper if you have people doing that they need to stop as managers we need to understand which types of memberships we need to be selling to hit the target that the company has set for our bonuses is our target eft or gross right now anybody so i'm gonna make sure that i'm selling the memberships that are the highest eft tickets and i want to make sure that my team understands that why i want them to know why we're going after that eft so you need to explain that and then i'm going to show them how to present their prices every month when the prices change to make sure that they are pitching confidently what we need to chase as a business so we can maximize the number the company has set as your bonus which is eft the price pre-zone needs to be structured i mean it needs to be very structured when's the last time you asked an sc maybe you hired him two months ago show me just show me your price breeze though let me see what you're doing elise i think some of us would be surprised the presentation needs to be structured so well that you can reproduce it in other sales counselors and agms now if you have scs agms even yourself you guys got to make a rule in your club nobody gets up out of that chair without without a to nobody and when it comes to to owing okay it's not just to close the sale this is where a lot of managers get this mixed up shane what else are you being called in or should i show you just jumping in jumping in um what else do you do when it comes to tos oh yeah sure i'll take over on vips and i'll take over the pre um introducing the program design session and what do you mean by takeover if i see my sales counselors is introducing vips um trying to give away a two-week gift certificate to friends and family and they're hesitant i'll jump right in and i'll get them to give them at least at least a minimum of four names which is so easy which is so easy because your sales counselor did a third party introduction before they sat down with that prospect is is that correct correct okay so that third party introduction is affecting a lot of your success throughout this process you guys were pinpointing everything that this is connected to so you jump in you help them get leads okay and then do you walk away or do you help them with actually booking the pt appointment also no i just straight transition into on booking the program design session and how do you pitch that so i'll introduce so basically i'll start with well we have two incentives one you send it for all our new members is the vip all right and then i'll go to the second incentive is the program design session um how the program design session works is really you know it revolves around your individual fitness needs and your fitness goals all right goes over nutrition it brings down all the numbers and then prince is always ready or guys was always ready to jump in and i'll leave it there and i'm like oh you know what let me oh let me introduce you to the expert he knows a lot more about the program design session i'm like hey prince can you come over here and he goes ahead and come over here and i'll basically introduce them again and run the fa the fa answers i got from the prospect prince and then prince will go ahead and do what he has to do from there got it so we're not just t owing to help them close the sale guys we're t owing them to help them push more prospects into our prospect funnel for the business we want to maximize every customer but we're also doing it for them because they can watch us and eventually they're going to get tired of you going over there they're going to start doing it themselves it's going to be on autopilot but it takes the manager to be obsessed to change a culture in a business or it doesn't happen it's not going to come from the bottom up it's going to come from the top down now shane we went through one way i mean one thing that really took your business to the next level which was third party introductions what's another reason uh or another thing that's actually taking your business to the next level when it comes to everything we've launched um really it's really being obsessed with running the plays and what i mean by that like have your staff make every single move that you do and there's no exceptions whatsoever and that goes from tres code that goes to lead acquisition that goes to follow the script that goes through two minute drills and having standards how often do you do two-minute drills with your staff every morning and what do you do what are you what are you doing your two minute drills i go over to success report for the day and the month of okay what are we looking for we're looking at conversion rates how do we get better which areas are you weak in and how can we improve man so shane has staffed up gordon city now he he focuses on the other two ways that we increase revenue flow in the business now we can focus on the speed of the business which is production of the people he has on staff he can focus on those numbers and he can also focus on conversion percentages on how he can actually produce more from the same player he's fine tuning his business but it takes a full staff a full bench of players to execute that play