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What can be controlled in managing leads for gyms?

Our ads bring in leads. Your team books and closes them. Below we outline where we each can and cannot influence whether they join or not.

Who controls what

Attribute Media

What we control

  • Who sees the ad
  • Where they see it
  • How often they see it
  • How it is framed
  • What it says about you
  • How it is designed, and what it looks like
  • The offer, the incentive, and the reason to act today
  • The audience, and every decision we make about it
  • The lead form, and a little qualification inside it where that helps
  • How fast the lead reaches your team
  • The bidding strategy
  • Managing your costs, and moving money to the assets and platforms that are working
Your gym

What you control

  • How fast somebody is called
  • Who does the calling, and how persistent they are
  • Whether the conversation ends in an appointment
  • Whether your follow-up is systematic, consistent and friendly enough that they turn up
  • How your team handles objections and excuses
  • Somebody who missed a first appointment and has not come back
  • Somebody who ran late and cancelled
  • Somebody carrying a bad story about another gym
  • Somebody who says they cannot afford it
  • Your prices and your contract
  • Your value proposition, and how it is put to that person
  • The atmosphere in the gym
  • How pleasant everybody they meet is
  • The quality of the equipment
  • Your reviews, and the word of mouth in your community
Nobody

What neither of us controls

  • Where they are in the customer journey
  • Their life around the first appointment
  • Their stresses and what else is going on at home
  • Their motivation, to a point
  • What they already believe about gyms
  • Their mood that day, and whether it is a good week
  • Whether they connect with your team
  • Whether your gym is the right fit for them at all
  • Who reacts to the advertising in the first place
  • The time of year
  • The state of the economy
  • The unemployment rate where you are
  • What people earn in your area, and whether a gym membership is money they have spare
  • Your competition, whether that is somebody running an offer you cannot beat or ten gyms bidding for the same audience

A note on competition and what a lead costs

Every social platform sells a limited number of impressions. Cost per lead is a figure we attribute to the results afterwards; what you are buying is a share of those impressions. When advertisers want to show their ads to the same audience, not only gyms but anybody willing to pay to reach these people, the price of the impressions goes up. Nothing anyone can do brings that down.

If every advertiser bid for every customer with identical messaging, the results would come down to who was willing to spend the most, and your ads would not show at all if you were not prepared to spend as much.

Understanding the customer journey

We mapped this journey with the Toronto Pan Am Sports Centre, which has a membership of more than 5,000 people. Knowing the stages somebody can be at before they join a gym is a good framework for working out who you are talking to when you write an ad.

Three of the Attribute Media team at a whiteboard, working through a customer journey
Stage 0

No need

Healthy, a good weight, not interested in fitness and feeling no reason to exercise.

Stage 1

Pre-need

Overweight, out of shape, low energy. Knows something needs to change and has no idea where to start.

Stage 2

Awareness trigger

Tiring quickly with the kids or grandchildren. A health scare. Losing pace with friends, or not keeping up in a team. Plenty of fit people join a gym for this reason.

Stage 3

Interest and research

Google, social media, asking friends and family.

Stage 4

Inquiry and contact

What does it cost? Can I actually do this? How long do I have to commit? Most of these questions are asked because the person does not know what to ask. A question about price is usually asking why this is any good.

Stage 5

Evaluating options

What is included? What are the other gyms like? What happens if I want to cancel? They want help making the decision.

Stage 6

Buying decision

Ready to go. How do I pay, what is the commitment, and how do I make the time to come.

Stage 7

Satisfaction

Happy with the results, telling people, leaving reviews, still a member years later.

Two people who see the same ad on the same day and fill in the same form to join the gym can be six stages apart in their intention. Establishing where somebody is in their journey lets you ask better questions, and it changes your approach. It changes the conversation about how you motivate them to become a member.

Personality types within the buyer journey

Introverted against extroverted, and thinking against feeling, is a useful way to categorise the person you are talking to in a sales process. A good exercise is to map these quadrants out for your own gym and write down, for each type, the things you could say that would help and move towards a sale.

Thinking
Introverted
Extroverted
Feeling
Introverted · Thinking

Logical and quiet

Not visibly emotional or animated. Looking at the numbers. Worried about small details, down to what the changing rooms are like. Gives you very little visual feedback, so you cannot tell how it is going.

Extroverted · Thinking

Direct and fast

Knows what they want and says so. Asks a lot of questions quickly. Can be aggressive comparing you to other gyms. Looks like they are about to walk out at any second, and often is not.

Introverted · Feeling

Quiet and watching the room

Reading the atmosphere rather than the price list. Worried about the other people in there and about looking out of place. Will not tell you what is wrong, will simply not come back. Wants reassurance rather than data.

Extroverted · Feeling

Warm and talkative

Tells you about their life before you have asked. Wants to like you, and decides on the people and the atmosphere rather than the contract. Will tell everybody they know if they love it, and everybody they know if they do not.

All of these personality types are sellable

These types are all different people you have definitely met in your life. Adapting your questions, your reactions, and your understanding that they are not objecting and not unwilling to join but simply a different kind of person, lets you understand people better.

The key to the sale is always finding out the why

Why are they joining? Why do they want to join any gym? Everybody has a motivation that led to this decision. If you can isolate the why, get a feeling for their personality type and where they are in the buyer journey, you give yourself the best chance of a sale.

The dreaded secret of lead generation…

20% of people are unsellable.

This is an often-quoted sales statistic. We cannot vouch for its origin, but having worked with gyms and in lead generation for nearly fifteen years, it feels about right.

Knowing this unmovable fact about human nature puts you in a better position to understand your marketing and sales results, both from your team and from our leads. Take it into account before you make big changes to your marketing processes, your designs, your ad copy and your targeting. Judge your results and your team's sales without it, and you can start pulling apart the things that are working, because what you expected was wrong in the first place.

Some people are unmovable and unsellable, whatever value is put to them. That is not your fault and it is not your sales team's fault. Nobody in the history of the world has sold to everybody. Some people are too firm on their rejections, or your gym is not for them. We have to accept that and, crucially, not let those people drain our energy and leave us despondent about the process.

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