473 – How To Retain Clients For Life with Luke Carlson

Why is client retention the single most powerful thing you can focus on if you want to make your strength studio profitable, fast?

In this previously HIT Business members-only episode, Discover Strength CEO Luke Carlson talks about the fundamentals that you need to know, and we go into why client retention is crucial to building a profitable business, how to create an experience that helps keep clients coming back, and the key things you need to put in place (and the mistakes you need to avoid).

If you’re keen on maximizing your profit while minimizing growing pains, you’ll want to listen to this one (and maybe even keep it in your bookmarks)!

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• Listen to it on Apple Podcasts
• Stream by clicking here
• Download as an MP3 by right-clicking here and choosing “save as”

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Show Notes

• 00:00 – Episode Intro
• 05:30 – The 4 Elements of a Highly Profitable Business and What You Shouldn’t Get Wrong About These // clip
• 07:22 – The right philosophy to have and how this should play out in your business
• 08:55 – What leads to customer retention? // clip
• 12:08 – How to track and measure retention
• 20:51 – How to make it easy for your clients to leave you (and why you should do this)
• 28:48 – Proactive Retention
• 32:58 – Why you should track your Net Promoter Score
• 35:11 – The “say-do gap” — the importance of consistency
• 40:08 – How do you track and measure workout intensity?
• 46:48 – On designing your HIT studio’s client experience
• 50:45 – Reactive Retention and the concept of “bad profit”
• 56:30 – Retention is a powerful force multiplier

Note: these are the timestamps for the audio edition. For the video edition’s timestamps, please see the YouTube description box for this episode.

People Mentioned & Selected Links from the Episode

• Luke Carlson | Luke on Instagram | Discover Strength | Discover Strength Franchise | HIB Episodes
• Horst Schulze | The Ritz-Carlton Hotel Company
• How To Implement EOS in Your Strength Studio
• Net Promoter Score | Bain & Company | Fortune 1000
• Hannah Johnson
• Traction – Gino Wickman
• Dr. Paul Bedford
• Rob Markey
• Jim Collins
• Black Friday | Small Business Saturday | Cyber Monday
• Aristotle | First Principles | Elon Musk
• Body by Science – Dr. Doug McGuff
• High Intensity Business Resources on Client Retention
• Donald Miller
• Listen 360 | MindBody | HubSpot