How to Personalize the Onboarding Experience for Every Member

Dec 27

A personalized onboarding experience can make new gym members feel valued and supported from the very beginning. When members feel seen and cared for, they’re more likely to stay long-term. Here are key ways to personalize the onboarding process, with specific ideas to help each member feel like your gym is their gym.

1. Get to Know Their Goals Right Away

Knowing what each member wants to achieve helps you tailor their journey. Show that you care about their personal success!

Ask About Goals: Ask if they’re looking to lose weight, build strength, or just feel healthier.
Create a Goal Card: Write down their goals and share it with trainers so everyone is on the same page.
Offer Program Suggestions: Recommend classes or personal training that fits their goals.
Track Progress: Set up regular check-ins to track progress on their goals.
Celebrate Milestones: Acknowledge achievements, like sticking to their plan for the first month!

2. Tailor Communication to Their Preferences

Each member is different—some love a lot of contact, while others prefer a lighter touch. Customize how you keep in touch!

Ask How They Want Updates: Do they prefer texts, emails, or app notifications?
Send Personalized Tips: Share articles, tips, or nutrition info based on their goals.
Check-In Calls or Messages: Schedule check-ins that match their preferred frequency.
Birthday or Milestone Shout-Outs: Celebrate special days with a note or discount.
Invite Feedback: Ask how they’re finding the experience, and adjust based on their input.

3. Offer Customized Class and Workout Recommendations

Help members find classes, workouts, or programs that align with their needs and preferences.

Suggest Classes Based on Goals: Match them with strength, cardio, or relaxation classes based on what they want.
Offer Intro Classes: Invite them to beginner-friendly options for a positive start.
Create a Starter Workout Plan: For those who are new, give them a simple workout plan to get going.
Pair with a Trainer: Set up an initial meeting with a trainer who specializes in their goals.
Encourage Group Classes: Community keeps people coming back! Recommend classes where they can make friends.

4. Make Their First Visit Memorable

The first experience can set the tone for everything. Make it memorable, fun, and welcoming.

Give a Welcome Gift: Offer a small branded item, like a water bottle or towel.
Host a Welcome Orientation: Show them around and explain how everything works.
Introduce Key Staff: Connect them with friendly staff who can answer questions.
Highlight Special Facilities: Point out any amenities, like saunas, smoothie bars, or special equipment.
Follow Up After Their First Workout: A quick call or message can help them feel connected.

5. Encourage Member Feedback and Make Adjustments

Letting members know their opinions matter shows that you’re committed to making their experience great.

Send a Quick Survey: After the first week, ask how things are going and what could improve.
Invite In-Person Feedback: Ask for feedback during check-ins or after classes.
Adjust Based on Feedback: Make real changes based on their input.
Offer a Suggestion Box: Let members leave anonymous ideas or thoughts.
Showcase Changes: If you implement a suggestion, share the news! Members love seeing their feedback in action.

Personalizing your onboarding process doesn’t just improve retention; it also builds a stronger community. These small but meaningful touches make each member feel like they truly belong—and keep them motivated to return, session after session.

Chris Shoulders