Phase 1.5 (What?)


Hi, Blair here with MXM. It's Monday, we're going into phase 1.5 which means right now that we can train people outdoors, 5 people to 1 trainer. I'm going to give you a quick example of constantly taking in member feedback and utilizing it to improve your position in the marketplace. Utilizing it to ensure that your members are having the best experience possible so we've done about 5 rounds of feedback during this shutdown and I wanted to get one more round of feedback right before we were able to start a reopening. So we went out and asked two questions, "likelihood to return" and "what's most important to you when returning". Not bear in mind that during this time we've been doing a lot of videos, not just as MXM but as Worx of Wenatchee Valley and out to our customers and communicating very well, lots of positive feedback. I recorded a video last week about Phase 1.5 and Phase 2.0. I said, here is how we are going to operate in Phase 1.5 and here is how we are going to operate in Phase 2.0. That night we invited all of our members to provide us feedback and got tons of it, maybe 400 pieces of feedback came in right away and in the question, "what's most important when coming back", it was things like, I don't want to set an appointment and I don't need someone watching over me. There was a ton of comments like that. I thought, oh my gosh, I probably haven't communicated clearly enough on what are our choices and what is mandated on us. So I immediately came in the next afternoon to the gym and recorded another video, while holding the document from the Governors office, saying, just for clarity, these are the things that we are choosing to do and these are the things that are mandated. We don't agree with everything that is mandated, we certainly agree with many of the safety precautions. Had we not got that round of feedback, we wouldn't have know that there was confusion on the customers part about what we were choosing to do that the customer did not at all like and what was being mandated by the state.

This is just an example of how to turn something around in 24 hours that you otherwise wouldn't have seen. So we are talking about VUCA (Volatility, Uncertainty, Complexity, Ambiguity) and how rapidly you need to take in great information so you can make faster decisions that are aligned with what the member sees, feels and thinks.

That's it for now, as you are reopening, remember our Feedback System is free to anyone in the industry. Go to and I hope your opening is a smashing success.

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