Health Club Management

We want your club to thrive. We have put together this collection of health club management best practices articles to help you to achieve this goal.

As the CEO and President of MXM, I spend hours each week talking to other gym operators about what they do, what I'm doing as a gym owner, and how the hell it's all working. I am pretty sure you would like to get in on those insights? Am I right?

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Blair

Blair McHaney
CEO & President of MXM

May 29, 2020
Social Proprioception

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. We did a lot with our staff to make them really aware of how they are perceived out on the workout floor, especially starting with trainers in a way to increase our trainers engagement with others, other than their own clients. All of this falls under the heading […]

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May 27, 2020
Permanent Imprint

(VIDEO TRANSLATION): Blair here with MXM. We talked a lot about best practices and also next practices. You know, best practices have quickly become widely adopted, well perhaps not so quickly, but I’ll say this…during this lockdown, best practices have become widely adopted and rapidly adopted. Before, if you think back to just even last […]

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May 26, 2020
Responding to Member Feedback

(VIDEO TRANSLATION): Blair here with MXM. I got asked, when you are running an operational member experience management program, should you respond just to your detractors or to everyone? It depends on your organization, the best practice is to respond to everybody and we have a lot of recommendations on how to set that up […]

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May 21, 2020
3 Ways to Create Change

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. We are all thinking about ways to improve the member experience so that we can improve member loyalty and have a higher return on investment. NPS is a leading indicator of that, that’s not how you manage the member experience, there are a lot of other things that […]

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May 20, 2020
Inputs of Increasing Member Loyalty

(VIDEO TRANSLATION): Hi there. Blair here with MXM. Yesterday on a call, we were talking about “what are the inputs of member loyalty”, or “increasing member loyalty”. This comes off the back of the conversation about influencing NPS. I have made the argument that the inputs are the number of changes you make. So, big […]

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May 19, 2020
Predictably Irrational

(VIDEO TRANSLATION): Blair here with MXM. I was in a conversation yesterday talking about a concept that Dan Ariely talks about in his book, “Predictably Irrational” regarding the difference between a social contract and a market contract. A purely market contract is pretty transactional, I’ll pay you this if you do that. And it’s a […]

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May 15, 2020
Reopening Has Begun!!

(VIDEO TRANSCRIPTION): Blair here with MXM. We have some of our customers coming back on and our philosophy here around sampling and understanding the customer experience, is Day One, Member One. Right now, start inviting them to provide feedback and make sure that feedback is coming into a voice of customer system that can give […]

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May 3, 2020
The Top 5 Reasons Members Join a Fitness Center

We all know that getting healthy, and staying healthy isn’t always quite that simple. At the beginning, we have a rush of motivation to lose unwanted weight, and get fit. So, we sign up for a new membership at a local fitness center, with the best of intentions, but finding that motivation to actually continue […]

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April 30, 2020
'Jobs To Be Done' Aficionado

(VIDEO TRANSCRIPTION): Hi, Blair here from MXM. Over 100,000 pieces of feedback have come in from the Shutdown Survey. Again, that window is still open, it’s free to anyone in the fitness industry. Think beyond the survey, think about the system and the analytics around the data and the ability to drill in and find […]

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April 29, 2020
Two Ideas From Top Club Operators

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I’m going to share two ideas with you that came from very good friends and colleagues of mine in the last few days. One from Scott Gillespie in Saco, Maine. He’s been doing his shutdown survey and getting some great information, great data. He shot about a 2-3 […]

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