Have You Let Yourself Go?

By | Business Help, Culture, Julie Weldon, Leadership | No Comments

Do any of these sound like you?

You used to take your significant other out on a date night once a week. You used to keep up with your Quickbooks but now you’re months behind. You used to spend individual time with your kids. You used to work out every day. You used to put money into savings. You used to keep your desk and computer files organized. You used to keep your car clean and vacuumed. You used to… you fill in the blank.

If any of these sound familiar, this is what it looks like to have let yourself go.

All those statements above I know all too well, because (except for the kids part), they are things I recently realized about my own life. Oh sure, to most people I look like I’ve got it together (or at least most of it), but internally I kept hearing myself say things like this… “This thing I’m doing… This series of choices I find myself making every day… They are not working. I’m not who I want to be, or who I know I can be. I don’t like the way I feel. I’m not 100% pleased with how I look. I don’t like some of the things I’m doing. It’s time for a change.”

But just saying those things will get you nowhere except feeling like crap about yourself.

It’s easy to forget the things that are important to us when we are busy. When life takes over, discipline (unfortunately) is usually one of the first things to go. Oh, our intentions are good, but we all know what they say about the road to hell being paved with good intentions…

If you feel like you are “stuck”, more than likely you, like me, have let yourself go in some areas of life.

So, what do you do if you’ve found yourself in a place you don’t want to be?

Four words… Hit the reset button.

When you’re trying to use an outlet and it’s been tripped, you know that it won’t work unless you press the reset button. When your computer gets frozen, only thing that works is to reboot. When you blow a breaker, you need to flip it back. When your browser gets stuck, you hit the refresh button.

Just like all these things, I believe sometimes we don’t work properly.

So, here’s how you hit the reset button…

  1. Determine what’s important to you by asking yourself questions like these:
    • Who are the priority people in your life to spend time with?
    • How much time spent with them equals a quality amount that you’d feel good about?
    • Where do you want to be in your health & fitness?
    • How do you want to show people you appreciate them?
    • Financially, where do you want to be?
    • How important is it to you to have your office, car, house, etc. clean and in order?
    • Is your business running you or are you running your business?
    • How do you focus your mindfulness and/or spirituality?
  2. Define where you are. Now, take that list from above and get out a piece of paper or a notes file on your phone/computer. If you’re not where you want to be, then where exactly would you rather be? Write it out.
  3. Decide how you will be different. If you’ve let yourself go in one area, most likely there are other areas as well that could also use some cobweb cleaning. Find the quick wins. Own where you were. Write down where you want to be. Be bold and unapologetic in your claim.
  4. Take action right now. Schedule a date night with your significant other or kid/s. Schedule time in your calendar to clean your car. Sign up for Quickbooks. Reach out to a mentor (can be paid or not) and get regular time scheduled on the calendar. Take action. Simply put… begin doing the work. One step at a time. 
  5. Create a reminder. Because you’ve gotten out of the habit of being disciplined, even with the best of intentions, it will be easy to slip back into laziness. This is where a reminder – a Post-it note, a rubber band on your wrist, a reminder on your phone, etc. – will come in very handy.

Bottom line is… Stop making excuses.

You only get one shot at this life. And, even if you get to live “full-term”, it’s so very short. Not one person I’ve ever talked with was ok with having regrets.

Since no one else can make changes to your life but you, go ahead and take back your control over your thoughts, decisions, and actions today and start experiencing your potential again.


If you’re looking for great business resources to help you grow your business, check out Hub. It’s our online learning platform of goodness.


Should You Give Things Away For Free?

By | Branding & Website Advice, Building Community, Business Help, Digital Marketing, Financial Help, How To, Hub, Julie Weldon, Leadership, Marketing, Resources, Social Media, Staffing & Coaches, Starting a Gym, Tips | 2 Comments

We recently wrapped up an online Gym Owners Growth Summit with 3,000+ participants from almost every country in the world. THREE THOUSAND. That’s pretty amazing, especially since we were hoping for 500 this first year. The speakers were the best minds in the industry and they were curated to give some of their most solid advice for growing a gym. Three days of advice from the best. And, the most incredible part about it… it was free (except for the time needed, of course, to attend the sessions).

They say nothing in life is free, but this Summit really was free. Because, here at 321GoProject, we know many gym owners can’t afford all the expenses associated with traveling to a weekend seminar or the costs associated with hiring a mentor to grow their gym. Or, they live in other countries and don’t have as many resources available as we do here in the U.S.

People have a wide range of opinions about free. The majority are thankful, but of course you also have the naysayers. Some of these critics say things like, “People won’t value it if you give it away for free.” or “The content can’t be as good if it’s free.”, or “Paying money holds people accountable to take action.”

While I agree with these sentiments, I also know and have experienced firsthand that when you can give something of high quality away for free, it nurtures a relationship and fosters trust. Good people conclude, “wow, if they’re this committed to giving something of this quality away for free, what value must their paid services offer?”

What if you went into a coffee shop and connection to wi-fi wasn’t free?  Of course it costs the shop something to provide it, so following the arguments above… people wouldn’t value it (or you), or they won’t use it properly, or whatever. But, we all know a coffee shop offering free wi-fi only draws us in and makes us a more loyal consumer than one that doesn’t.

The reality is the challenge of free lies with the person actually receiving the free, not the free itself. (You might want to read that again.) If someone is a GSD (get sh!t done) kind of person, they will understand the value and maximize the potential of what’s being offered, whether it’s free or not. If they are not a GSD kind of person, they will have lots to naysay about why it’s ridiculous to give something away.

What’s more important though is being able to answer the question – does giving something away for free align with your values as a company?

Our values at 321Go are the following:

  1. We learn. We create. We give.
  2. We will be financially sound so we can invest into relationships.
  3. We will never assume because we know that clarity wins.
  4. We will lead by example.
  5. We will be the leader in delivering an incredible client experience.
  6. We will be ethical in our decisions and won’t compromise or take shortcuts.

So, you see, giving something as huge as 3 day access to a Summit fits right in line with a number of our values. When values and actions align, let all the critics say what they will.

Given that, we know many don’t have time to sit for 3 days watching training sessions so we decided to offer a 30 Day Pass for only $69. Literally, hundreds are seeing the crazy value in this.

So, here we are in an industry where, admittedly, many gym owners are incredible people and amazing trainers, but know very little about actually running a gym.

And, for just $69, we’re offering 25 sessions with the experts on how to grow your gym.

I’m not sure if this is for you, but just imagine how your business would change if you committed to watching just 1 session a day for the next month.… You’d have tools on marketing, how to create Facebook ads, creating a strategic plan, how to create videos that convert, how to set up effective retail, what insurance options are right for you, how to set up Profit First in your business, actionable tips on how to hire and how to be a good leader, to name just a few.

Most won’t do this because they will get caught up in the urgent of the day.  And 3 months from now, their business will be the same (or worse).

But for those of you who do, you will have a completely different business 3 months from now for only $69.

To what extent you are willing to suffer or sacrifice or be disciplined to get the growth that you want in your gym?

Sometimes free really is good.

How One Gym Owner Went From Burnout to Thriving

By | Affiliate Story Telling, Blog, Business Help, Case Studies, Leadership, M3 | No Comments

Melissa Smith, owner of 3 Peaks CrossFit in Madras, OR is a special person. She’s seen her fair share of challenges since she made the choice to open her own gym a few years ago. We thought you might be able to relate to her story, so we asked her to write a guest blog post. What follows is her honest, heartfelt encouragement to you that you’re not alone. It’s lengthy but if you’re feeling discouraged or on the verge of burnout, or just need some encouragement from someone who “gets it”, it’s worth every minute of your time…

From Mel…

Being an entrepreneur isn’t easy. Ok, it’s down right rough and certainly not for the weary at heart.

It takes a deep resolve in every bit of your being, and dedication to persevere no matter how rough the waters get. You know that saying by Bob Marley, “You never know how strong you are until being strong is the only choice you have?”  I think that phrase pretty much sums up this last season of my life.

When I was first asked to write a guest blog, my first thought was…

Who would want to hear my story? Would anyone even read it?

But then this overwhelming feeling came over me, that I’m not alone in this journey. If there is even one business owner out there that gets even an inch of hope from my story and my journey, then I would gladly share it to give them hope!

My life over the last few years has felt like a Rocky movie. Seriously. Get knocked down, fight like hell, and get back up to continue taking the punches life may throw. Ha, shoot, even as I type this I’m watching Rocky Balboa (love that movie). I’m not a quitter, but geez it sure was tempting at times. I by no means want to whine on and on about the difficulties I was faced with, but I would like to give you some background for context.

My CrossFit journey began in 2009, before CrossFit was as popular in our area. My husband and I totally fell in love with the challenge in training. I was the Operations Manager at a local gym, and a Personal Trainer. Shortly thereafter, we found ourselves opening a Box with friends and starting our journey as “gym” owners.

We loved every aspect of our Box, but soon realized the “partnership” aspect was not working at all, so we sold our share to them in 2011 and moved on to the next season. Thinking we were done with gym ownership, we built a house in the middle of the woods, and created a rad garage gym that we could kick our own butts in. I found my comfort zone and decided to stay there.

However, my journey as an entrepreneur was far from over.

In 2013 my husband Claude and I found ourselves face to face with the opportunity and renewed passion to bring CrossFit to our home town of Madras, about 40 minutes from our home. One thing you must know about us, as a team, we are unstoppable. We aren’t afraid of hard work and always finish what we start.

3 Peaks CrossFit was born with a passion to change lives – mind, body and spirit – and to create a legacy that would change the cultures of our community and beyond. We faced a heart break before even having our doors open with the death of my brother-in-law. But once again, we pushed through and had our grand opening in Jan. 2014.

This is where we met 321GoProject. We had Clay build our website and during that time, he gave me the best piece of advice. To summarize, he said, whatever I do, just be consistent. Whether it was a blog, or posting WODs, just be consistent with what I do.

Such great advice for a new business owner; sadly, I didn’t do a very good job following it though.

Thus began the hard work, long drives every day, early mornings, late nights and digging deep. With Claude having a full time job, he helped with the before work classes, and after work stuff, and I did the rest. I can honestly tell you, we lived on adrenaline, coffee and a strong passion to help others. That’s great and all for a sprint, but not for longevity.

I had no clue what was about to come our way.

I fully believe that when you are operating where you are called to, trials are inevitable. Those trials are never easy, but we do have a choice for how we handle everything. For 2 years we pushed hard, teaching every class, running every 1-1 training session. Trying to spread a passion for fitness, pouring out of an empty tank, inspiring, and pretty much not getting a break. I didn’t have much time for anything else.

We went into 2016 with drive and hope on the outside, but exhaustion and a high level of stress inside.

During that year, our lives included financial stresses, job loss, transition of our oldest graduating high school and moving to college, a serious car accident where I suffered a shoulder sprain and vertical whiplash, and finishing the year up with relationships lost, proved to test our emotions, marriage, family, and our hope.

I was flat-lined – mentally, emotionally, and physically. I lost my vision, in fact, I can tell you that physically my visual clarity was toast because of exhaustion. It was noticeable to everyone around us.

Our business plateaued, suffered really, as any would. We were operating it out of an empty tank. I was doing everything, but doing nothing well. I was a monkey with a machine gun, putting out fires, and hoping not to piss too many people off.

I can remember telling Claude that I felt like I was barely surviving, not thriving, but for whatever reason, I had zero clue what I could do to change it. All I could see was strife, stress, and failure. After watching our membership dip to a record low, I found myself in a place where I had no choice but face our situation and make a choice. Step away and allow myself to be defeated, or try something different. Not once in my life have I ever given up, but I didn’t see an end to the hits we were taking. This time, I got up because of the help of a community who unsuspectingly yelled, “Get Up.”

Enter 321GoProject again.

I saw an email about the HUB and thought (hoped) I could possibly glean some much needed help, so despite the fact that I didn’t know if I could afford it or not, I joined HUB and was so shocked at the resources available to me. It was kind of my “last ditch effort”. I’m a learner at heart, always have been.

Any opportunity that I get to be taught something, I take it. Even if I’m not very good at something, I make baby steps to getting better and continuing to learn. I began to see some hope, not in the stresses of life changing, but for our business. I was getting some direction for my business yes, but really, for my life. It gave me some hard truths, shook me up and made me get focused.

I started reading books, listening to podcasts, and getting my hands on things that would help me be better at business yes, but more so to help me be the best version of me possible. One of the resources I read was Entrepreneur or Wantrepreneur by John Fosco and Cory Gregory. It was real, raw, and to the point.

Was I an entrepreneur, or a wantrepreneur? They are entirely 2 different things.

It’s the difference between running your CrossFit affiliate as a business or a hobby. It was a deep question, which I had to process and think on for a bit. I really had to search my heart, search my motives, and search my reasons. There was a moment, in listening to that book, when I had a “Heck Yes I’m an entrepreneur” moment rise up in me. Even if I wasn’t clear on what to do next, I knew I was made for this.

Up until this point, I hadn’t paid ourselves 1 dime. Yep you heard right, I’m “that” business owner.

Blood, sweat, and tears, followed with sacrifice and exhaustion… and I wasn’t even getting paid for it. Wake up call for me came was when I joined a M3 Group and had to confess this to my team. They didn’t judge me; in fact, quite the contrary. I was encouraged, and given some focus, and a challenge… To figure out how to write myself a check and cash it before our next meeting. I LOVE CHALLENGES and when someone who has great insight and wisdom, gave me direction and challenged me to “GET UP” and “knock down doors” until I reached my goals, something stirred in me… No, awakened in me.

I committed right then and there to do whatever it took to reach my goals. To get focused, say no to things that distracted me, and not stop until I reached them. I in no way am saying I am or do everything perfectly. But I have a deep resolve with everything in me to push through.

I had to start with renewing my vision, renewing my WHY. I committed to being a student of business again, to learn and glean what I could to see our original vision even exceed that which we had hoped. With a community of amazing people who I didn’t know well, but looked up to, not because of where they were in their business, but because they had similar struggles as I did, just at varying levels. I saw some light, in a really dark place in my life and business and it helped ignite the diligence I already had inside to keep fighting.

What’s amazing about the 321go Team, is they were the “crowd” in my “Rocky movie story”, cheering me on with words, ideas, education, and so many resources to encourage me to get back up and continue fighting! They were my Micky saying, “You can do it ROCKO”.

“You can do it Mel!”

Having someone believe in you, believe in your mission, your heart, your fight and struggle makes all the difference. It’s the difference between having the strength to get up and throw another punch, to dig deeper, punch harder, with precision; or giving up.

“It ain’t about how hard you get hit, it’s about how hard you can get hit and keep moving forward.”

We are all going to take hits in this life. But only you can choose to get back up again.

If you find yourself like I was, deep in a pit, struggling, and losing hope, here are some tips to help you get back up:

1. Remember your Why.

Take a day off, shut off your phone, have a good cry, and remember why you started your business. If you aren’t sure, there are so many resources available to help you even determine what your WHY is? (Start With Why – Simon Sinek, is a great one) Biggest thing you MUST do, is allow yourself to have vision. Without vision, you’ll go nowhere. You may find in this process, that you determine you are more of a wantrepreneur instead of an entrepreneur. It’s ok, you’re not a failure. You’re a great person who loves what you do. There is no shame, only opportunity to put your focus on what you should be doing.

When you remember your WHY, write it down where you can see it every day! Let it be a reminder daily, since life will continue to happen. You’ll need to see it.

2. Find a mentor.

I get it, asking for help isn’t easy. It takes humility, and if you’ve gotten this far, what do you have to lose? 321GoProject was my lighthouse and I can’t say enough amazing things about how they’ve helped me grow as an owner and person. But I know there are more options out there. Find that mentor or accountability partner who can stand by you and offer direction when your vision isn’t clear. Ask questions and seek wise council.

Then take action. Good intentions don’t equal action. If you want change, you have to take action.

3. Think outside the Box.

It’s ok to try new things. Don’t beat yourself up if it doesn’t work, try something different. Don’t get down on yourself. Chalk it up, give yourself grace, and keep moving forward.

4. Perfectionism is your enemy.

Waiting until something is perfect is unreasonable. You can analyze something until you become paralyzed, then nothing will get done. Yes, you want to do it right… I get it, but don’t let that need to be perfect stop you from getting anything accomplished.

5. Delegate everything you can.

Make a list of everything you can delegate to someone else (whether it’s one of your coaches, a member of your gym, or outsourcing it). If that’s cleaning your gym, coaching every class, programming, website work, whatever, lessen your plate on the stuff “In” the business so you can focus “On” growing the business. Sure there will be costs, but the return is more than worth it.

6. Know your finances.

I cannot state the importance of this enough. If you’re not operating with a budget, if you don’t know some basic financial numbers for your business how do you expect to grow? You have to know where you are now, in order to move forward. If finances aren’t your thing, get help. The HUB has awesome resources to get you started. Get a bookkeeper, do something to learn about the financial state of your business. Then and only then, can you assess a plan to move forward and grow.

7. Lastly… Take care of you.

If you’re burnt out, barely keeping your head above water because you’re doing everything yourself, there is hope. If you’re not paying yourself, that has to stop today! Yes be reasonable, but if you don’t take care of you, how in the world are you being a good role model for your members at your gym? Seems harsh to say, but it’s so important to hear it. Taking care of you also means saying no to other things, getting your workouts in, getting adequate nutrition (instead of living off of protein shakes or bars), hydration (not talking about coffee here), of course sleep, and finally the biggy… de-stress. Your members are watching you, and you can’t lead from an empty tank. So find an outlet to let stress go, do something fun, laugh more, (even if it’s forced), and do what you need to do to be the best version of you every day.

The biggest thing I can tell you as a business owner, is by doing the work – digging your heels in deep and being resilient to continue on your journey – you will see dividends, both literally and figuratively. You’ll have a bigger impact on others, smile more, and feel so much better. It will not be easy, but when you surround yourselves with like-minded people who hold you accountable, inspire you, and help you move out of your comfort zone, amazing things happen.

Do you hear that? Listen. (Cue the Rocky theme music).

Do you hear your name being chanted? Do you hear their belief in you?

Now is the time for you to believe in yourself, and Get Up! Just like in a WOD, just like when you’re coaching your athletes to keep going, you can do this, just keep moving.

If I can do it, anyone can.

~Mel Smith, info@3peakscrossfit.com
Owner, 3 Peaks CrossFit in Madras, OR


Want more help with this? Check out Hub. This month, we’re focused on helping Hubsters get found online and getting reviews is just one piece of that. For only $10 for the first month, you can get your online “house” in order.


Also… if you haven’t registered yet for the 1st Annual Gym Owner’s Growth Summit, do so today!!  It’s FREE and it’s 3 days of content from some of the greatest minds in our industry!!

7 Steps to Completing a Mid-Year Review… It’s Time to Take Your Business Pulse

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

We interrupt this month’s regularly scheduled blog topic about Landing Pages and Paid Ads to discuss an extremely important topic that is time sensitive.

Your mid-year review.

How is it that many of us do a check up on our cars, our lawnmowers, our bodies, and our A/C units… but not on our businesses? Our business is our livelihood, and possibly the livelihood of many others, but we rarely take the time to make sure we’re on the right track for growth.

SO… we’re at the middle of the year, the end of Q2, the close of H1 (half 1). The question that begs to be answered is…

How has your year been so far?

You probably started out 2017 with high hopes. This year is going to be different. This year, I’m going to get sh!t done. I’m going to get organized, put systems in place, hire a coach or 3, set up the Profit First system, find and work with a good mentor, raise rates, get a new website done, change member management systems, or any other number of things you had on your “list” of goals.

That is, if you even took time to write out your goals and create a plan.

We use GPS tools, and directions, and recipes because, in life, we need a plan. We need to know where we’re headed and what our final destination is.

Why is it then, that many small business owners go through their days without a plan? WIthout any reflection, except to beat themselves up for not doing better?

Most people probably know they should do some sort of reflection on what has been, but many just don’t know how – they don’t know what to review and evaluate.

Whether you own a gym that has 500 members or you just opened your doors 6 months ago, setting some time aside to reflect will serve your business – and you – well.

There are 3 basic groups of people reading this blog:

  1. You created a plan/goals and are right on track (or doing better) than where you thought you would be.
  2. You created a plan/goals and then well, basically forgot about it, and are frustrated because you’re not further along than you had hoped.
  3. You didn’t create a plan at all so you’ve taken each day as it has come.

If you’re in group #1, huge congratulations. We have a significant number of our clients like this in our private Facebook group. They are crushing it and seeing big, positive changes in their business. They have been differentiating themselves from the competition and their progress has been exciting to follow. But, even if this is you, you should take pause and reflect so that Half 2 is even better than Half 1.

If you’re in group #2 or #3, it’s not too late to create a plan and accomplish big things in 2017. You’ve likely heard the quote “if you keep doing what you’ve always done, you will keep getting what you’ve always got.” So, put a stake in the ground that enough is enough. No more flying by the seat of your pants. Like you tell your athletes, the disciplined see the results. Mark this day as the beginning of your next 6 months.

So what’s involved in a mid-year review?

First, get away from your gym. Take a couple of hours to a half day (half day is ideal), bring a notebook/pen or computer, and go to a coffee shop, or park, or favorite cafe. Just be sure to pick a place that puts you in a good mood where you can be creative and think. Turn off your phone and email, and just be still. Be with you. Prepare yourself to sit with your progress, hopes, fears, successes, shortcomings, and desire for more and better.

Second, ask yourself a simple question… “Am I happy with what’s been accomplished so far this year?”  Write your answer down. 

Third, pull out your list of goals that you created in December or January, if you have them, and review. Here are some questions to ponder: 1) do you have a plan, or are you winging it? 2) are you on track with your goals? 3) how far do you have to go, and how will you get there?

Fourth, examine these key components of your business with a few questions to get you started:

  • Systems and Processes – What % of yours are documented and followed? Which ones are you going to complete in the next 6 months?
  • Cash Flow and Budget – How are you doing in terms of revenue and, even more importantly, profit?  Are you on track to meet your desired income by year end, or are you falling short? Do you need to raise your rates? Have you set up the Profit First system?
  • Marketing and Members – Do you have a event/marketing calendar in place? What’s your retention rate? Do you need more members, or do you need to charge more or reduce your expenses?   

Fifth, wrap it up by thinking about you over these last 6 months. Are you working too many hours? …or not enough? Are you giving your family, significant other, friends, etc. your best? Are you excited about your business, or facing burnout? Again, write this down.

Sixth, depending on your answers to the above, answer these questions: How can you improve things? Where can you see quick wins, and where are the longer term plays that will move your business forward?  Create your plan. 

Finally, treat yourself. Buy yourself lunch, or dinner, or a beer prior to heading back to work.

Need help?

If you want to take this a step further, and you’re serious about constant improvement in your business, check out our online learning platform, Hub. In it, we provide a detailed Business Check Up course with a scoring rubric. It will show you exactly where you are and where you can improve to further professionalize your business. Check it out (for free!) today!

Got questions? We’d love to hear from you!  Just reach out to julie@321GoProject.com or schedule an appointment to chat with us by clicking on this link.

How To Know If You’re Standing Out From The Competition

By | Building Community, Business Help, Culture, How To, Julie Weldon, Leadership | No Comments

Anyone can deliver average. Few deliver exceptional.

Recently, we went out for a night on the town and, as has become our routine, we called an Uber. The Uber driver checked all the usual boxes: was nice, had a clean car, got us there safely, played decent music, etc. A significant improvement from a typical taxi, but nothing special.

As the night came to a close, we called another Uber driver to take us home. We got in the minivan expecting the usual experience but really, at that point, only needing the bare minimum… just get us home safely.

What we stepped into was an experience we will never forget.

Our driver, Wyel, greeted us as we got in and immediately as the doors closed, turned on Journey – Don’t Stop Believing. “Good choice!”, we said. Then, seeing we’d play along, he cranked up his sound system so that the music filled every corner of the car. “Oh yeah, this is awesome!”, we said to each other through an approving look. He then proceeded to turn on under-seat, multi-colored lighting that changed with the beat. “Whaaat?? This is ah-mazing!” We had just enough liquid courage in us to sing along with him at the top of our lungs. He proceeded to start singing and playing air drums like it was his job. He then turned around and invited us into this experience even further by handing us a karaoke mic. “C’mon… is this real?!?!” I took the mic as though I’d been invited on stage and sang like my life depended on it. In an instant, I.became.Steve Perry.

Never, until this moment, did I care about an Uber ride ending. But when Wyel pulled up to our house, we secretly wanted him to keep driving. Our voices were just getting warmed up.

As we got out of the car, he handed us a business card that described him as simply, “The Uber Man”. Of course you are, we thought.

We walked away changed. That experience raised the bar for every other Uber driver. And we have told this story certainly more than once to all our friends.

This got me thinking about how important it is to differentiate yourself. In Charleston, there are hundreds, if not thousands, of Uber drivers. And we’ve used a bunch of them. They are all doing their job, no doubt, but they don’t stand out.

Wyel stood out.

There are three basic responses a client can have to your service:

  • Disappointed – they get less than what they expected
  • Satisfied  – they get what they expected
  • Wow’d – they get more than what they expected

Only at two of the levels will you be talked about to their friends – when they are disappointed in you and when you wow them. If you Uber me home safe, I’m probably not going to tell anyone about you, or really even remember you because you did just what was expected. But, if you play Journey at a club volume level, put on multi-colored lights and hand me a mic, now I’m talking…

Many of you reading this are in an area saturated with competition. Not only are you having to compete with other CrossFit gyms, but also with all the other fitness places out there, as well as online fitness programs. It’s a tough world to win in unless… you stand out.

Here are a few lessons I learned from Wyel on wow’ing customers and being memorable:

    • Think about what your customers really want – while I do want a safe ride home, what would be awesome (and something I probably don’t even know I want) is an experience, something to tell a story about.
    • Make them feel like a hero – in that moment, the moment of them receiving your service, they are the ones who have to feel like they matter. When he handed me that mic, the hero spotlight felt like it was shining bright on me.
    • It doesn’t take much – I checked on Amazon and, for less than $50, Wyel’s minivan became a mobile rockin’ party.
    • It’s often just the little things – know their name, smile at them, ask questions to show interest, follow up, answer your phone, have spotless bathrooms, etc.
    • It’s all about the relationship – once you have a good product (and that’s important first because if you don’t have a good product, they won’t trust you), go out of your way to invest in the relationship.

We’ve created a course in Hub that’s called “How to Create Wow Experiences”. It’s specific to the gym industry, gives you practical tips and ideas, and walks you through evaluating and improving each client touchpoint. In it, we help you unpack every step of a client’s journey (see image below). 

In the meantime, no need to get overwhelmed thinking you need to change everything all at once. Just pick one thing you offer and begin to layer in the wow.

And see if people don’t start talking.

Your goal?

Make them feel like Steve Perry, if only for a minute, and just give them something (good) to talk about.