How to retain customers during the coronavirus – Paul Bedford releases video tutorial
by Liz Terry | 16 Mar 2020
Prompt members to exercise at the same time each day, even if they can't get to the gym / Shutterstock
– Paul Bedford, Retention Guru
Retention specialist, Paul Bedford, has released a video tutorial advising health and fitness operators the best ways to retain customers during the coronavirus outbreak.
Bedford says there are up to three phases of change that need to be managed, depending on the degree of lockdown in place – the 'reducing the exercise' phase, the 'isolation phase' and the 'returning phase'.
In each phase, operators can take action to engage with customers and use science-based behavioural techniques and nudging to keep them committed and engaged in successful behaviours and Bedford talks through the various stages, giving advice.
He highlights the importance of routine in maintaining this engagement, so for example, if someone normally exercises on a Monday evening at 7.00pm, but is not able to get to the gym because of the virus, then it will work best if operators prompt them to exercise at the same time of day to help them maintain their exercise habit.
"Considering the current situation globally I decided to make a short video for my clients, to help them understand what they need to do to retain customers at this time," said Bedford.
"As this week progresses I'm sure I'll have more ideas about what operators can do and will update within our lunchtime lesson posts on social media."
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Retention specialist, Paul Bedford, has released a video tutorial advising health and fitness operators the best ways to retain customers during the coronavirus outbreak. Bedford says there are up to three phases of change that need to be managed, depending on the degree of lockdown in place – the 'reducing the exercise' phase, the 'isolation phase' and the 'returning phase'. In each phase, operators can take action to engage with
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