by Coach Tommy
I’m incredibly excited to announce that we are bringing on Leila Wolfe as our new client success manager.
One of these days, I’m probably going to spend some time telling my community kind of what the long-term vision of District H is, but to kind of give you the cliff notes, we are slowly building a team that the business can support on a full-time basis where coaches can grow their careers, earn enough money to make a great living, and be able to provide a consistent experience for our members.
It’s a relationship business and we want to be able to have consistency in the staff that we bring on the floor and interact with our community. In order to do that, I need to be able to create opportunities for these individuals.
Alongside Robert as our head coach, and Miranda as our general manager, Leila is going to be our client success manager. There are four key items that Leila is going to be focusing on.
Number one is integration into our community. Any time somebody is being onboarded into District H, whether that’s through on-ramp, or straight into classes, or personal training or whatever it is, we want to bring them into the community and make that as smooth as possible. Answering questions about when to sign up for classes, how to download all the different apps, just making sure that that’s a very smooth process for each individual.
The second thing that Leila’s going to be focusing on is going to be making sure that our members are seeing the results that they want when they sign up for District H.
As a business owner I do not want to foster a culture where my community pays us every month, you show up, and we hope everything works out. I want to be incredibly proactive in making sure that you see this as an investment in your health and if things are going great, that’s fantastic.
If you have questions, or you need to make a change, or something’s not working for you, I want to make sure that you have a point of contact that you can reach out to, to say, “Hey, it’s hard for me to get into the gym right now because of work. Is there something that I can do to make sure that I keep moving, stay healthy, and prioritize my health and wellness?”
Leila’s going to be incredibly proactive about reaching out to all of our members and making sure they are seeing a high end return on their investment when it comes to their health and wellness at District H. I want my members to be incredibly happy and seeing the results that they want.
Number two, be able to offer guidance in those circumstances where we’re traveling a lot for work, we’re not able to make it to the gym because I’m not here just to collect money. I’m here to make sure that everyone in my community is getting the results that they want. That’s the promise that I want to give to all of my members is that you are getting everything out of District H that you’d hope for, and that you’re paying for.
She’s going to be the main point of contact in making sure clients are getting results, booking quarterly goal review sessions with a coach just to make sure that we have that conversation and we know exactly what it is that you’re trying to accomplish within our four walls.
The third thing that Leila’s going to be focusing on, and this is a big one, is celebrating the accomplishments inside the gym, outside the gym, of our membership. We are the harshest critics of ourselves. If you were to ask me, what do I think of myself as a business owner, gym owner? I could beat myself up before I’d ever say anything positive. It’s just naturally how our minds work.
Leila is going to be focusing on making sure that we celebrate all the wins that happen within our community and within our life. That could be things like getting married, or having kids, starting a family, hitting PRs, learning a new skillset.
We want to make sure we’re providing those bright spots for our community so that we can celebrate those wins that you’re having. Not only is it important for you to acknowledge all the positive things that you’re doing in your life in order to have a healthy mindset, but all that hard work that you’re putting into day in and day out at District H we want to make sure that it doesn’t go unrecognized and you feel like you are making progress with your health and wellness. Even if it’s as simple as being consistent for a full week or being consistent for a full month. We want to be able to recognize that.
The very last thing that Leila’s going to be focusing on is being the point of contact for feedback from members. I am a big proponent of having a feedback loop or feedback culture within my business. I do not see you as just paying clients, I see you as stakeholders in our community. As stakeholders I wanted to let you all know that you have a voice when it comes to giving us feedback about everything from the cleanliness of the facilities, to the quality of the coaching staff, to is the programming meeting your needs? And everything in between. I want to make sure that you know you have a voice in my community. It means a lot to me to know that my members are satisfied and you always have a seat at the table.
I’m incredibly excited to add Leila Wolfe officially to our staff as a client success manager. She’s going to do an amazing job. If you have any questions in regards to how she’s going to interact with you, feel free to reach out to either Miranda, or Leila, or myself. We’d be more than happy to answer those questions for you, but with that said, I wish everyone a wonderful day and I hope to see you soon.