The secret to retain your customers

In any business customers come and go, but always, and more so in a center like yours, there are customers who stay with you no matter what. Ideally, all your customers should be like this, right?

Well, we have good news: retaining 100% of your customers is complicated, but a large number of them become loyal customers is possible if you know how?
And at TIMP we know it.

At a time like the present, when collecting information and ordering it to take advantage of it is easier than ever, data measurement becomes a powerful ally that helps us to grow our business.

And in your center, customer flow is the data you need. This TIMP indicator will tell you how many customers you have gained, lost, recaptured or are trying out your facilities for free in a given period of time.
It’s as simple as selecting a time interval and checking how many customers are in each situation.

And how does this information help you retain as many customers as possible?
Read on…

Thanks to TIMP you will be able to identify those months in which you have had the most departures in the center.
From that moment on, you have a fantastic predictor in your hands: if you know that in a certain month of the year a significant number of customers leave, you can anticipate the next year by preparing actions that will retain the majority of customers who tend to leave at that time.

This brings us to a new concept that is worth dwelling on for a moment.

The name says it all: your business is affected by certain times of the year. For example, in a sports center it is common that when the summer passes the number of enrollees is reduced, since the “operation bikini” to show off a fit body on the beach has already come to an end.

Knowing that this is cyclical, the ball is in your court. Anticipate this circumstance and offer an attractive promotion that will retain your less stable customers. It is very possible that an annual or biannual bonus at a very competitive price will make them stay enrolled even in the months when they usually have less activity.
It’s a good idea, don’t you think?

Now we come to the part we like the most.

It’s all very well to solve an inconvenience, and so far we’ve seen how to do it: if your customers leave at a particular time of the year, make it easy for them to stay.

But what about those months that work really well? Can you identify the reason(s) why there are more discharges at the center in those periods?

Maybe it’s a seasonal thing, at first unrelated to your center… or maybe it isn’t. Maybe you’re scheduling specific activities in those months that you don’t offer in others. Maybe you’re scheduling specific activities in those months that you don’t offer in other months,or the hours are different, perhaps because you adapt them to the weather, and they happen to suit more clients.
But your center is air-conditioned and you can maintain a comfortable temperature in the center all year round, right?

Identify these success variables that depend more on your management than on circumstances beyond your control and replicate them in those months with a higher number of casualties.

In short: measure, experiment, draw conclusions and apply what works for you to retain your customers.

With TIMP’s customer flow you have the power in your hands!
You will find this and other metrics that will be very useful to you in the Statistics section of our help center.