Focus on n
ew member onboarding.
Learn how new members feel about and become familiarized with the products and services offered by Castle Hill Fitness.
Focus on n
ew member onboarding.
Learn how new members feel about and become familiarized with the products and services offered by Castle Hill Fitness.
Jody’s Story
A new member story
Jody joined Castle Hill Fitness in her late 60’s and had only taken one class before she got sick with a respiratory illness. It left her so weak that she couldn't get up off the floor on her own.
You can’t cancel. This is when you need us the most, right? This we can do! We can’t heal you but we can help you get stronger.
I see her twice a week for 30 minutes. We chit chat but she is working. It’s very targeted towards her being able to function better, to get up and down and move around.
She has gone from being a very fragile, post-invalid, to being an activist in her community. And she is changing the world, man, she’s out there fighting and moving and going.
The scariest thing with this woman was that she had fallen a couple of times and she couldn’t get up off the floor.
My really victorious moment was when she sat down on a Bosu to put her shoes on and got up without using her hands.
People are drawn to Castle Hill Fitness because it is doing its part to keep Austin weird.
Castle Hill Fitness places an emphasis on providing a personalized experience for their members.
Employees have a complicated relationship with new members.
Employees have different interpretations of what their role is at Castle Hill Fitness.
Friends are a key motivator to working out because they are a safety net of trust and emotional support.
Castle Hill Fitness should encourage more gym visits with friends (accountabilibuddies).
“It was recommended by Tammy. And when I walked in it was just a really good space and the staff was nice and I liked all the classes.” (line 3)
“Some of [the classes I tried]–this is awkward, I’m learning a lot about myself–actually ALL of them, because my friends asked me to do them.” (line 37)
“If they say they have a friend that works out here and they say that they swear by this place, they’re a guaranteed sell.” (line 59)
“This is not on Castle Hill but I kind of wish I had a friend to start with me, or something like that. I don't know how that could be encouraged.” (line 33)
“How do I plan my gym visit? I text Kacey, see if she’s going to the class.” (line 1)
The issue of onboarding (what is it? how long does it take?) is a result of a lack of leadership and a product of staff turnover.
Castle Hill Fitness should define what it means, create a process and train the sales team to get to that goal.
“Once they find some connection, whether it’s a trainer or it’s a class or their routine... anytime they seem to be actually connected to the space.” (line 51)
“The concrete definition is that they use more than one amenity. More than one service. For me.” (line 86)
“I don’t know that there’s a specific time I think I would feel like a member is truly onboarded.” (line 121)
“Well, I suppose it depends on what you mean by fully onboarded. What does that mean?” (line 273)
Some employees’ work flows have made them into silos and they have to work extra hard to achieve transparency.
Castle Hill Fitness should find a way to build this into the infrastructure.
Onboarding at Castle Hill Fitness has no set goal. Members must do the work to create meaningful connections on their own.
The new member onboarding process at Castle Hill Fitness should…
be clearly defined in order to lead members to make meaningful connections.
Onboarding means different things to different people at Castle Hill Fitness. We need to create a clear goal for onboarding that everyone can work towards, rather than employees working towards their own version of onboarding individually.
create a standardized experience for members and reduce inefficiencies for employees.
Without a clear, actionable, and documented process, employees must react to things on a case by case basis. By reducing inefficiencies employees can focus on providing personalized attention and tailored services for members.
provide cross-training across departments and locations for employees.
Due to silo’ed workflows and responsibilities employees don’t fully understand the whole new member experience. Cross training employees will increase transparency and understanding of the responsibilities and services across departments and locations and reduce turnover.