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Retention Convention 2017
Thu 18 May 2017, 09:00 – 17:00 BST
Great Minds Meet in Manchester
World-class speakers for 2017 Retention Convention
The third Retention Convention will take place on the 18th May in Manchester, England.
Feedback from attendees of previous events was that they wanted more insights and examples of how staff can help the operator to improve retention. So this year we will focus on the impact a happy workforce has on membership retention.
Once again, for 2017 we have brought together global-leading health club retention and customer experience experts who, between them, have delivered more than 750 international presentations in 43 different countries. Throughout the event, our world-class speakers will share their expertise on staff retention strategies.
Some health club chains turn over more than 90% of their staff every year and the impact retaining these people has on keeping members, as well as the company’s bottom line, is quite staggering. So, the presenters will share their secrets to retaining a happy workforce and ultimately retaining more members.
Justin Tamsett - Building Retention Starts Off On The Field
From Australia, Justin Tamsett, a former health club owner, director of Active Management and well known business and leadership thought leader, will share the seven keys to building a winning team to ensure your ‘on field’ performances lead to retention growth.
Lexie Griffiths - Sizzling Customer Service
Global presenter, best-selling author and owner of the professional development programme Sizzle Maker, Lexie Griffiths will deliver a session entitled ‘Sizzling Customer Service - Engage and retain life long members by creating an outrageous customer service organisation’.
Griffiths will share tips and strategies to help your brand create raving fans using proven methods from her own events and clubs she has coached to success, alongside best practises from within and outside of the industry.
Griffiths is currently coaching Holmes Place Clubs, as well as the Johnson Health Tech’s UAE team, but has experience across a number of industries, which includes Mercedes-Benz, L’Oreal, Build A Bear and the TUI Group, Europe’s largest tourism conglomerate.
Keith Smith - How to get a Return on Your Education Investment
Training and education specialist, Keith Smith, enjoyed a 14-year career as a tutor and assessor for YMCAFit before starting his own professional development company seven years ago, specialising in the skills and behaviours fitness professionals require to create outstanding fitness experiences. Keith will explain the importance of making education stick with further coaching back at site.
Most companies send their staff on training courses and then just assume the skills are embedded and will be delivered in the facility, with no thought to how that training sits in the customer experience journey the company is trying to achieve. Keith’s presentation will explore how further coaching in the working environment can help you ensure an improved and consistent member experience.
Dr Paul Bedford - Understanding Motivation in Self and Others
This year Paul will explain how to ask questions to uncover what really motivates our staff and members’ behaviour. These techniques can be used to assist in the hiring and appraising of staff as well as understanding the member’s reasons for joining and retaining their membership.
The 2017 Retention Convention will take place at the Manchester Conference Centre in Sackville Street, Manchester from 9am - 5pm on Thursday 18 May.