In this episode, Rick Mayo is joined by Matt Helland for a masterclass on what it really takes to keep personal training clients coming back. Alloy Personal Training has one of the industry’s leading retention rates. Matt shares his unique approach to making retention a repeatable, trackable process, starting from the very first interaction.

They break down the essential role of the Starting Point Session, explain why great onboarding is more than just a formality, and how “pulse checks” can rescue relationships before they falter. Rick and Matt also offer insights on system adherence and why trainers going off-script can hurt more than help.

Learn how Alloy creates a concierge-level fitness experience to drive long-term loyalty and success. These retention principles will surely elevate your business.

🎧 Tune in now to learn how to transform good service into an unbeatable competitive edge!

Key Takeaways

Intro (00:00)

Never assume your team knows your value proposition (03:15)

Explain premium service expectations clearly to staff (06:36)

The Starting Point Session builds early trust and clarity (09:46)

Follow up immediately after first sessions and workouts (14:39)

The first 90 days are critical for client buy-in (16:09)

Clients won’t pay for what they don’t use (20:49)

“Run the play” – consistency in delivery is non-negotiable (24:21)

Coaching personality is key for retention (29:47)

Helping people must be your core motivation (34:30)

Additional Resources:

- Alloy Personal Training

- Learn About The Alloy Franchise Opportunity

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