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Vince Gabriele
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Gym Member Retention: Find Out Why People Leave

Lessons from Vince Gabriele's books and articles

Retention starts before a member asks to cancel. In their conversation about cancellations, Vince and Anthony Bevilacqua explain the value of checking in with clients, speaking with them directly and finding the real reason they want to leave.

Check in before there is a problem

Regular personal contact gives you a chance to understand how a member is doing. The goal is to show that you care about their experience, rather than speaking only when a payment or cancellation issue comes up.

Ask for the real reason

When someone wants to cancel, get on the phone or sit down with them when possible. Ask what is driving the decision before offering a solution. A schedule problem and a disappointing training experience need different responses.

Build relationships beyond the session

Vince’s dream-team episode discusses developing a network of people who can help your clients in other parts of life. It is a lesson about being useful and connected, alongside delivering the training people joined for.

Read the Lessons in Detail

Go Deeper With the Book

The Ultimate Guide to Sales for Your Gym covers the process in more detail. Request the free book on its download page.

For help applying these ideas to your gym, learn about the SPF Mastermind or book a strategy call.