Client Experience Audit

Apr 7, 2025

Learn how to objectively audit client experiences in gyms by stepping into the shoes of potential customers. Discover the balance between automated communication and personal touch for better retention. Uncover innovative software solutions that tackle the challenges of personalized fitness programming and ensure transparency in client progress. Plus, explore how tools like Team Builder can elevate professionalism in coaching, helping gym owners streamline their operations and enhance client satisfaction.

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ADVICE

DIY Client Experience Audit

Audit your client experience twice a year, even with a simple "secret shopper" approach.
Track every interaction and the time it takes, from initial contact to sales pitch.

ADVICE

Overuse of Caps and Emojis

Avoid excessive capitalization, bolding, and emojis in automated messages.
These tactics can appear unprofessional and deter potential clients.

INSIGHT

Automation as a Supplement

Automation should supplement, not replace, human interaction in lead nurturing.
Use automation when no one is available to respond in real time.

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Auditing the client experience can be difficult from an owner's perspective because it's too biased. That's where I come in.

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Elevate Your Coaching and Program Design w/ TeamBuildr

TeamBuildr is a strength & conditioning software for performance coaches who want to efficiently build workout programs for their athletes and clients. Their platform was designed to make the life of a strength coach easier when it comes to building workouts, monitoring athlete recovery, and tracking workout data.

They are currently offering a 30-day free trial when signing up with code “WTF”.

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Inexpensive Member Management Software That Doesn’t Suck

GymStudio is a gym and studio management software for businesses that want to deliver a frictionless member experience. Their intuitive platform was designed to re-think how traditional gym management platforms organize memberships, payments, schedules, bookings, and more. GymStudio is utilized by small and medium-sized fitness businesses ranging from strength and conditioning gyms to yoga and Pilates studios around the world.

They offer a 14-day trial and a concierge "transition service" when switching from another gym management platform. This all-in-one platform provides this and much more for less than $150 per month.