Struggling with member retention? The answer might be hiding at the Apple Genius Bar.

In the fitness industry we often assume our members know they can ask for help but do we actively invite them to do so? 

When I bought an iPad, Apple didn’t just assume I knew where to get support. Instead, they sent me a personal email, prompting me to book a 1-on-1 session with a Genius. It wasn’t just a “here’s your product, good luck” moment. They actively encouraged me to engage and make the most of my purchase.

Now, imagine applying this to fitness. We insist on inductions but they’re a one-off and frankly, a bit outdated. 

So what if we consistently promoted expert support throughout a member’s entire journey with us? Members could book time with a health and fitness ‘Genius’ to learn new techniques, get guidance on equipment, or develop healthy habits.

This wouldn’t just improve the customer experience, it would transform it. Your facility would become more than just a place to work out. It would be a place where members felt supported and as a result they would stay loyal.

Stop assuming members know they can ask for help and start inviting them to take full advantage of it.

You know it makes sense 😉