FEATURE STORY
embrace for trainer personal growth,
upskilling and continuing education,
inclusive of:
• Developing systems for franchisee
trainers that enable them to be successful
in their Gold’s Gym clubs for the long
term. This could include how to sell and
market themselves not only in the gym,
but through effective strategies using
social media and general community
outreach.
• Creating a sense of pride in being
recognized as a “Gold’s Gym Trainer”,
backed by systems for personal and
professional growth and a reputation
for excellence!
2nd Place Team: Team #6 Members:
Jeff Mortman, Skip Johnson, Gary
Price, Peter Picca, Bill Austin, Andrea
Fretz, Dan Hiergesell, Lizzy Goates,
Gisselle Naranjo
Say It Challenge
How can you maximize the effective-
ness of Medallia to improve customer
service?
this in production conversations
o 10X more expensive to acquire a
member than to retain
o 30% of members stop coming by
month 3
o #1 reason for cancellations is “Not
using” (So we should start engaging
them before they get to this point.)
• Frictionless cancellation process
o Share how to cancel when signing up
o Keep it simple – Ex. ABC can provide
a link to their app. Members can cancel
through the app. (If they are not eligible
the option will not show.)
• Offer an Alumni Option
o Members can keep their rate for low fee
o Consider including app access to keep
them engaged (Ex. GOLD’S AMP & LMOD)
o Alternative option to above: Monthly
“Alumni Fee” goes into a bucket that the
member can use when they are ready to
rejoin (They can use for enrollment fee, re-
tail, etc.)
The VoicE Q4
Bravo award. Rob and I have been
franchisees for about 18 years and we
bleed Gold’s Gym. We have leaned on
and been guided by the GGFA and our
Northeast Alliance for friendship,
support and education all along the
way. I am so happy to be able to serve
and give back in any way I can,
because I truly believe that we are the
biggest family in fitness and that
together we are strong. The Owners’
Conference has always been the most
valuable couple of days for me and I
thank you all for that.”
Mary Zampetti
The GGFA presented a special award
to Dave Reiseman, Gold’s Gym Chief
Marketing Officer. Dave has consistently
supported the franchisees and has always
been a true champion of the Gold’s Gym
brand during his entire career. The GGFA
Executive Board wanted to honor Dave
for his staunch and loyal avocation of the
Gold’s Gym franchisees. This is actually
the inscription on his award!
Solve It Solution
Medallia is a great tool to find out what
your members are really thinking about
your club.
Some ideas are:
• Sending out an email each week to staff
to show them their current rankings of
their club in the Medallia system.
• Placing a board out front in the lobby
which has the club scores each week so
the members can share the pride.
• Use Medallia scores to motivate depart-
ments by having them report their scores
in meetings to build friendly competition.
• Making sure we reply to members
who send us positive feedback, not just
responding to the unhappy members. If
we don’t acknowledge the members who
take the time to congratulate us, they will
stop responding.
• Ask for referrals from Promoters.
• Use “negative” feedback from Medallia
to get things done in a positive way. For
example, if you are having problems get-
ting members to put up their weights,
find members who ARE putting up their
weights and recognize them. The old
adage is “You get more of what you
praise” and it applies here for sure.
3rd Place Team: Team #5 Members:
Bryan Murphy, Chelsey Banos, Steven
Garcia, JC, Josh Duel, Erin Oncken,
Chandler Suprina, Shubham Sethi, Tyler
Rice, Lindsay Kehl
Say It Challenge
Best Practices for Cancellation Process
Solve It Solution
• Focus on engaging members beginning
with day 1 – Set Usage as KPI and include
Awards
This year, the GGFA awarded franchisee
Mary Zampetti, co-owner of Gold’s Gym
Bridgewater, NJ with the Bravo. The
award was created in 2007 and is given
to a GGFA Franchisee who has consistently
provided their peers with excelling leader-
ship. They clearly serve the Brand as
a whole with integrity and dedication.
They serve the interests of the GGFA
goals as well as the good of the general
membership. Candidates are submitted
to the Executive Board by the Executive
Director. Board members may also submit
candidates that they feel meet the criteria.
The Board votes on the winner and the
presentation is made each year at the
Owners’ Conference. Past winners include
Bryan Murphy (2007), Angel & Willy Banos
(2010), Bill Austin (2011)Gordon Johnson
(2013), Dusty Mason & Dave Kenyon
(2015), and Kory Price (2016). We are very
proud of Mary’s accomplishments and
dedication to the Golds’ Gym brand. She
has loyally served her peers through her
seat on the GGFA Advisory Board and the
GGAAC.
“Now that the shock has almost worn
off, I would like to tell you all how
truly honored I am to have won the
Thank You OC Sponsors!
We thank all the suppliers who sponsored
the Owners’ Conference.
“We couldn’t be prouder to have partnered
with the GGFA over the last several years!
The Owners’ Conference is always a mem-
orable event and one we look forward
to each and every year. We consider the
GGFA members and Executive Team part
of our family – and we’re looking forward
to many more years of building amazing
memories together!”
Mike Escobedo
& Crystal Steele
ABC Financial
“Buck & Affiliates Insurance has attended
the Owners’ Conference for the last five
years. We always find it very educational.
I personally enjoy learning from what is
presented during the general sessions and
the small group problem solving. The Con-
ference is a great way to connect with and
get to know our current clients as well as
meet franchisees that may need our help.”
Steven Meisner
Buck & Affiliates
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