Ep 81 | Social Entrepreneurship – Doing Well While Doing Good

By | The 321Go Podcast | No Comments

We’re joined by Ryan Crozier of Agency Boon and Good Bureau to talk about building a company from nothing, branding, and using his company to do social good.

This week we build upon a theme set out last week by Z Hanson of Barbells for Boobs. In a broad sense, we chat about the role of the local small business in the community. More specifically, we discuss various corporate entities and business models that use social engagement to define their brand and affect the most amount of change.

Takeaways from this episode:

  • How do you use social engagement to tell the story of your gym?
  • How can you use your members to build your social impact?
  • How do you tell your Story beyond your workout?
  • What lessons can you learn from growing a business and handing off key responsibilities?

Learn more about Ryan’s organizations:  

www.goodbureau.ro

www.agencyboon.com

Twitter, Facebook, Instagram:  @agencyboon

Ep 80 | Barbells for Boobs’ Z Hanson Finds her Path

By | The 321Go Podcast | No Comments

This week we’re joined by Z Hanson – Founder of Barbells for Boobs – to chat about social entrepreneurship, her time as an Affiliate owner, and her path to building Barbells for Boobs.


We touch on the following:

  • How did Z use lessons from CrossFit and Affiliate ownership to build her entrepreneurial vision?
  • How does Z manage the vulnerability of Leadership?
  • How has Z structured her team around her strengths and weaknesses?
  • How does Z deal with the loneliness of entrepreneurship?
  • How can the Affiliate owner use social innovation to demonstrate impact?

Tuesday Nov. 29th is Giving Tuesday – take some time to buy a t-shirt from Barbells for Boobs.

How To Use A Survey To Increase Member Retention (+ Sample Survey to Use)

By | Blog, Building Community, Business Help, Culture, Julie Weldon, Resources | No Comments

Smiley Survey Keys on Keyboard (buttons satisfaction smileys)

How effective are you at listening to your customers? Do you have your finger on the pulse of their experience with you?

If you really start to invite their feedback, you might just be surprised at some of the answers to those questions.

And then, when you ask, don’t just hear their answers, listen to them. Because we all know there is a big difference.

Hearing goes in one ear and out the other; listening causes positive change to happen.

Throughout the years of my career as a business consultant, I’ve created and administered many surveys for clients. And I’ve learned a few things along the way. If the survey is crafted well, the feedback one can receive is invaluable. Some of those clients used the information to better their business; others, unfortunately, let the results sit in a computer folder to collect the proverbial dust.

The ones who used the data are those committed to constant improvement. Every day they are looking for ways to better their business so they can differentiate themselves among the competition.

You have new athletes sign up on a regular basis. Do you:

  • Know why they chose you?
  • Know what their other choices are for getting fit (another gym, outdoor sports and recreation, a treadmill, a sports league, etc.)?  
  • What do they like and not like about these choices?
  • What else have they tried before deciding on you? Who else did they consider?

All of this is important knowledge to have as you’re building out your successful business. Because more than likely, if one person considers an option other than you, so will many others. An intake survey is a great idea to capture the pulse of new folks coming in right away. Immediately upon sign up, have them fill out a survey with questions such as:

  • How’d you hear about us?
  • What are all the regular ways you pursue fitness?
  • What were the biggest factors that kept you from signing up at CF xyz (cost, intimidation, etc.) when you initially heard about us?
  • Before joining CF xyz, where did you work out?
  • In 3-5 words, how would you have described CF before you joined?
  • Did you know anyone at CF xzy before signing up?
  • How long was it from when you first heard about CF xyz to when you actually signed up?
  • What pushed you over the edge and made you sign up?
  • What stood out to you about us?

These are all data points that will help you market better to new people. Knowing answers to questions such as these will connect you to the feelings and buying patterns of those who aren’t yet members.

But, what’s maybe even more important is to survey your existing athletes. Survey those who’ve been with you 6 months and those who’ve been with you for the long-term.

A few things to remember as you prepare to create and administer a survey:

  1. Keep the survey short and concise. Set the expectations in your survey invitation email. It shouldn’t take someone longer than 10 minutes to fill it out. The questions should be multiple choice or short answer. Try to avoid long prose, open-ended questions. If people think it will take up too much of their time, they’ll either not start it or stop halfway through.
  2. Offer an incentive for completing the survey. Put everyone’s name in a drawing to win a gift basket of products you sell, or a gift card, or something they’d be interested in winning. Announce the winner on social media with a picture of them holding their winnings.
  3. Distribute the survey link in as many places as possible. Your newsletter, an email to all members, a private FB page for members, have a computer set up at the front desk, etc. More places (reminders) will ensure more responses.
  4. Keep the responses confidential. Make sure you assure your participants that their personal details will be kept safe and won’t be shared outside of your team. And tell them that specific details about a certain coach won’t be disclosed to that coach, you’ll just use the data for general coaching with your team.
  5. Don’t allow yourself to get defensive when reading responses. Negative responses are hard for anyone to read. I get it. But, their perspective is their truth. You will get over-the-top positive responses and you will get difficult to read negative responses. Both are useful. Even if you disagree with their feedback, what they are telling you is valuable. By actively listening to them you will strengthen your relationship. You can’t just push the constructive criticism under the rug. If the results aren’t what you want, (first consider the source then) embrace the feedback and do something about it.
  6. Use the survey data to open lines of communication on why you do what you do. Use the data for future blog posts, for instruction during classes, for your onboarding process. Use all the data you receive as teaching moments.
  7. Review the survey data with your team (partners, coaches, staff). You are not the only one who can learn from the feedback. Hold team meeting to review the results so that you can all get on the same page of your member’s experiences. Take time to thoughtfully review survey responses and consider their implications.

There are three free survey tools we’ve used that you can check out:

  • TypeForm –  This is my favorite because the survey theme options are more creative and fun than other survey forms.
  • Google Forms – This is a powerful free tool that can populate the responses directly into a spreadsheet. If you choose to use Google forms, this article will be helpful to read first.
  • Survey Monkey – a well-known tool, but you can only include 10 questions and get 100 responses with the free version.

Many don’t know what questions to ask to get the best feedback, so we’ve created a sample survey with introduction to get you started. Feel free to use any or all of it for your next survey.

Sample Survey

It’s that time again!  We value your thoughts and opinions and use them to make us and our athlete’s experiences better each year. The things we do, we do because of your feedback, your suggestions and your desires! Your honest and open comments are much appreciated. We will continue the things right that we know you love and begin to work on getting better at the things you’d like to see changed.

This survey should take no longer than 10 minutes to complete. Those who complete the survey will be entered in a drawing to win a new “xxx”. Please have your response submitted by ___.  Please have your response submitted by [insert date] to be entered in the drawing. 

Rest assured, your candid responses will be kept safe and won’t be shared outside of our team. The more honest you can be, the better we will all become.

Thanks in advance for helping us make CF XYZ your most favorite place of your week!

1. Name

2. How long have you been a member at [company name]?

  • 6 months or less
  • 6 months to 1 year
  • 1 year to 2.5 years
  • 2.5 years +

3. Age

  • <25
  • 25-35
  • 36-45
  • 46-55
  • 56-65
  • 65+

4. Classes/programs you would like to see. Please add anything to comments that you would like to see not listed. (1 = Least, 5 = Most)

  • Strength/Oly Class
  • Mobility (20-30 minutes class)
  • Rehab (focus on those with injuries)
  • Gymnastic
  • CrossFit Kids
  • Cross Training for other sports (running, skiing, mountain biking, etc.)
  • Open Gym Hours
  • Other/Comments:

5. What is your average routine at [company name]?

  • 1-2 times per week
  • 3 times per week
  • 4 times per week
  • 5 – 5+ times per week

6. What is the best way to communicate events and happenings at [company name] with you?

  • Flyers at gym
  • E-mail
  • Website
  • Comments:

7. When adding class times to our schedule, what would be the most convenient time for you to attend?

8. What types of events would you be interested in attending and inviting your friends to (WOD & Wine, Barbells & Bourbon, Field Day, Pool Party, Restaurant, other)?

9. When would be the best time for you to attend these events (after work, in the evening, on a Saturday, a Sunday, other)?

10. If we were to carry retail products at CF XYZ, what products would you be interested in?

11. How satisfied are you with your coaches? (1 = Least, 5 = Most). In comment section, please provide feedback on what could make your experience with the coaches better.

12. What’s one thing we do better than others you do business with?

13. What’s one thing we could do to create a better experience for you?

14. How likely is it that you would recommend CF XYZ to a friend or colleague? (1 = Not Likely At All, 5 = Extremely Likely/I Do All The Time)

 

Gathering feedback from those who use your services has many benefits. A few of those are: 1) understand the buying cycle and behaviors of new members; 2) understand the pain points of current members, and 3) set up email campaigns for new and “old” members to keep them engaged.

The mere act of surveying a customer can increase satisfaction. By doing this you are communicating that you care what they think. But follow-up is where the real power lies. Make phone calls. Talk with them in person. Shoot them an email to get clarification and hear them out. All of this will increase your customer loyalty ten-fold.

It’s important to know your numbers, but at the end of the day, there’s no more important business measure than the voice of your customers. And when they speak, make sure you really listen.

 

This post was written by Julie Weldon.

Ep 79 | Chris Spealler Talks Programming

By | The 321Go Podcast | No Comments

Growing up in wrestling and competing at the Division 1 level, being one of the few athletes to have attended 7 CrossFit Games as an individual, and a career in coaching and programming for over a decade, Chris Spealler is a true ambassador for Fitness.

He lives in Park City, Utah with his wife, 2 kids, and their dogs Oakley and Avalanche.You can frequently find him on the slopes and single track in Park City putting his fitness to use. In today’s episode, we talk extensively about programming for your affiliate.

We answer the following questions:

What trends does Chris see in programming?
How much fitness can you achieve in just an hour a day?
How should you accommodate competitive athletes from within your general population?
How does Chris recommend you layer in additional work?

Jump in on Chris’s offer for a free trial of Icon Athlete programming by visiting http://iconathlete.com/

How To Make A Lasting Impression In… Seconds

By | Blog, Business Help, How To, Julie Weldon, Leadership | No Comments

Let’s try an experiment.

I flash this collage of different people – all different types of people – in front of you and your job is to tell me what you think of them. What is your first impression when you look at them. Who looks friendly? Who is a little too different for your taste? Who would you want to get to know? Who would you want (and not want) to become a client? Who appears trustworthy? Who looks successful? Who looks like they still live at home?

How long do you think it would take you to form an initial impression of each one?  

A few minutes? 60 seconds? 10 seconds?

Believe it or not, research says it only takes the majority of us 1/10 of a second to make an initial first determination.

1/10 of a second based on looking at someone’s face.

It sounds absurd, but think about it. You go to a party or an event where you don’t know many people. You scan the room to find someone who seems appealing to you – maybe it’s someone who looks successful, or is attractive, or quirky, or funny, or smart, or out of place. Someone who you can relate to. Or want to relate to. One glimpse around the room is all it takes. Within a few short seconds, you scan the room and you make a decision to go talk with one of them (or not) for a reason. They look approachable. They seem friendly. They appear influential.

Now what if your picture was one in this collage. What initial impression would you leave on others? What would you want them to think about you?

I just travelled this weekend and so was in the airport for a few hours. I (very, very quickly) could have picked out three people I would’ve liked to have a conversation with of the thousands I saw. And so could you.

Every day, whether we like it or not, we’re making an impression on someone.

We may not always see them face to face, but know without a shadow of a doubt, you are making an impression.

As a business owner, where are the places you have the ability to make a positive first impression every day?  

In your community.

More than likely, since you are a local business, you frequent different establishments in your area. When you go… Are you kind? Do you start conversations with people? Do you tip well? Are you genuinely interested in their businesses and how you can help them? Are you actively looking for ways to partner with them so that you can highlight what they do?

You are a constant walking billboard for your business. Be friendly and interested in others, and they will want to know more about you. Support local, and they will want to support you. Build relationships. Be a connector. Promote other people and they will be more apt to spread good things about you. Get out in your community and be impactful.

In your location.

Know this – when someone walks into your business for the first time, 9 times out of 10, they are intimidated. Everything you offer is new to them. Nothing feels familiar. We are all creatures of comfort to some degree, so the fact that they summoned up the courage to step in your building means something.

When they come… Is it welcoming? Do you speak a language they can understand? Can they feel themselves fitting in quickly? The Platinum Principle states “Do unto others, as they’d like done unto them.” Pay attention to this, and ask new clients (once they become a paying customer) what their initial impression was to see how you can make it more inviting for the next new client.

On your social media.

What’s your social media like? Is it all about you? Or are you educating? Are your clients the hero’s of your Facebook and Instagram pages? Are your images, blog posts, Facebook posts, and videos captivating, funny and informing, or are they annoying and turning people off? Your contribution on social media doesn’t have to be perfect, it just has to add value to other people’s lives. They want to know within a few seconds how you can make their lives better – make them laugh, make them think, invite them to be a better version of themselves.

On your website.

Your website is your online front door. Research says, “When viewing a website, it takes users less than two-tenths of a second to form a first impression…. But it takes a little longer – about 2.6 seconds – for a user’s eyes to land on that area of a website that most influences their first impression.” So, you have between .02 and 2.6 seconds to make a good first impression with your website. That’s not much time. 

Many new clients will choose you because of the first impression your website makes vs. the guy’s website down the street. How current is your website? Did you build it 3 years ago and haven’t made changes to it since because it’s too overwhelming to know where to start? Does your website communicate the message that anyone is welcome, or does it insinuate that only the elite can do what you do? Think about yourself and the websites you go to… and remember, we all make judgments about a business based on our initial impression of their website.

When someone sends you an email.

I’ve sent many emails and have got an autoresponder that says something like, “We love it that you are interested in what we do here at Company xyz! We’ll get back to you shortly….“ For the love – please turn these off and just respond to their email with a personal email within 24 hours. Nobody wants an automated email response like that… it’s just so impersonal. And, when you write your email back, write with a smile… your email will be much more effective.  

When someone calls you.

This involves paying attention to two things: 1) your voicemail. People who call for the first time make a determination about you based on the tone of your voice. Be kind. Smile when leaving your voicemail message. Then call them back as soon as you can. And 2) when you answer and talk on the phone – do you sound like someone people would like to have a further conversation with? Or are you distracted and quick to the point? Your tone says more than you know to those looking to be convinced you’re worthy of doing business with.

What to do:

Take inventory of all the places you have the potential of impacting others without maybe even realizing it. You are without a doubt every day making first impressions. Smile. Lean in. Be confident (but please, not arrogant!). Be interested. Ask questions. Make eye contact. Be the best version of you. Add value. By doing these things, you are actively working to make those impressions be good and lasting, and your business will most certainly continue to grow over time.

People want to be around people they like. People want to do business with people they like. Be likeable, even in the first 1/10 of a second.

 

This post was written by Julie Weldon.

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