Knowing Your Members’ Minds. Part 4

Piercewarnsthat if you hire a facilitator, itcan get expensive — as much as $1,500 to $2,000 a day. Instead, you may want to use a college intern or a staff member who has studied focus groups. The key is preparation and knowing what you want to get from the group. (more…)

Knowing Your Members’ Minds. Part 3

Hitzelberger and her employees gathered the feedback through a suggestion box placed near the facility’s entrance, andsimply asking those who turned down memberships why they did so. “We also make sure our employees are ‘allears’ when they’re on the floor talking to our members,” Hitzelberger says. “It’s amazing what you can learn just by listening to members’ conversations and what they say around the club.” (more…)

Knowing Your Members’ Minds. Part 1

You know about your members’ bodies, but what about their minds? It may not surprise you that understanding what your members are thinking is just as important as understanding their bodies.Some say understanding who your customers are and what they want is the most important task in business. (more…)

Put a lid on attrition with you computer. Part 3

Based on the findings and success of Wallace and Miller, an alternative to the retention formulas mentioned above is to look at the average length of membership and try to extend that within your facility. Using your computer (if you keep expired records on your computer), examine the contracts of your expired members and determine the length of their memberships. (more…)

Put a lid on attrition with you computer. Part 2

The International Health, Racquet and Sportsclub Association (IHRSA) uses the following formula to track retention:

Attrition (percent) = [Number of members lost during a given period (year/month)] ÷ [number of members at start of same period] x 100. (more…)

Network Your Home Office – It’s Easier Than You Think

Should you network your home office? From my perspective, the answer is a resounding yes. As an entrepreneur who has been working from home for eight years, I believe that enabling a local area network (LAN) is one of the most astute technology investments.


The collapse of dot coms shouldn’t mark the death of innovation. Part 1

I’m typing this article as the swirl of the dot-com death march continues to envelop the business world.
It’s been an amazing ride. Just over a year ago, people were intoxicated by the dot-com fragrance. The collective hallucination engendered by their aroma caused people to believe that companies that had but a few hundred thousand dollars in revenues could be worth several billions of dollars.