Improving Sales and Retention

Familiarize Yourself with the Self Managed Team Roles

handout at your place.

Now examine the DESTINATION MAP on the handout. Notice your

favorite places.

Improving Sales and Retention

Using Recent Research Into Human Behavior and Motivation

San Diego November 2013Athletic Business Independent Club Conference.

Will Phillips and Eddie Tock Will@RexRoundtables.com

Eddie@RexRoundtables.com

• A few projected slides on the screen are intentionally not in your handout. A few slides in your handout are not in the slides.

• Breaks at 2:30 and 3:30

• This presentation will be recorded and available on our website in a day or so: www.RexRoundtables.com

Your Agenda Time 10 min.

• Your Name• Your Club• Your Role• If you had to change jobs, which would you choose:• ___Spy, ___Musician, ___Doctor, ___Actor, ___Explorer• Why?• Time:________

Primary Problem

Need

Solution designed

to meet the need

Problem caused by your solution

Infections Kill People Antibioitics Bacterial Resistance

Desire for faster transport

Automobiles 40,000 Traffic Deaths Annually

Low Farm Yields Artificial Fertilizer Algae Blooms

Lack of convenient, clean places to exercise

year round.

Beautiful Health Clubs; great equipment;

Excellent programs.

50% attritionNeed to build exercise

habit and stay engaged.

Club Industry Challenge IF We Are Truly Going To Help People Be Healthier

Customer Engagement Model for Health Clubs

Medallia

The Deep Work to Reach the 85% and keep them 85%.

1-Habit Strengthening

Think of a regular habit of yours such asGetting dressed, tying shoes, brushing teeth.

Benefits of Habits•Save time•Faster than thinking-deciding-choosing•40 percent of our daily actions

What Makes Habits Stick ?

• “Shoulds” get you going for a month or two. • External motivation is temporary.• Choosing your own goals is a deep motivator.• Over weight women who choose their own goals

• Exercise far more• Have lost significantly more weight by the three year mark • Than women who did not tap into their autonomy.

• Deep rooted autonomous drive unlocks doors to lasting change.

3 Parts of a Habit:1. Cue: Time to use automatic routine.2. Routine: Set of automatic behaviors

without thinking, deciding or choosing.3. Reward: Did routine work? Is it worth

remembering?Linking CUE and REWARD = CRAVING

Habit is born when:•Cue and Reward become linked producing craving for the reward. And thinking and deciding are put on hold.

The golden rule of habit change• Keep the old cue: This signal initiates a routine.• Keep the reward-A gratifying experience that

reinforces a new routine.• Insert a new routine.

Cue Routine Reward

Arrive home after work Munch chips and watch TV Feel relaxed and full.

Arrive home after work Put on sneakers; walk around block

Feel relaxed and full.

Claude Hopkins•Quaker Oats•Good Year Tires•Bissell Carpet Cleaner•Toothpaste????? Pioneer in

Advertising1866-1932

Only 7% brush! • Create a craving• CUE:

• Film on your teeth • Run your tongue across your teeth And feel the dingy film

• And we all want a bright smile!• ROUTINE: Use Pepsodent• REWARD: Cool tingling sensation in mouth• 65%

Your Agenda Time:___20 min.____

1. Privately write a habit of yours with CUE, ROUTINE, REWARD-1-minute.2. Everyone shares this in 30 seconds or less.4 minutes total.3. Privately write how your club could use your new knowledge of building

habits to help your new members build an exercise habit. 2-3 minutes.4. Everyone share your best idea-2 minutes max./person. No Comments. 5. Discuss as time allows.6. Record these.

2-Power of Peers

TONY DUNGY

• Head Coach Tampa Bay Buccaneers from 1996 to 2001• Head coach of the Indianapolis Colts from 2002 to 2008• Only NFL coach to reach the play-offs in 10 consecutive years• First African American coach to win a Super Bowl

Tony Dungy on Winning

• Football teams win when they do things right and• Do them faster that the other team.• This means they must react on habit.• Thinking takes tooooooooo loooooong.

Tony Dungy on Habits

• For a habit to stay changed, people must believe change is possible.

• And, most often, that belief only emerges when you commit to changing as part of a group.

• Belief is essential, and it grows out of a communal experience, even if that community is only as large as two people.

NIH Research on Pre Diabetics-Reported in Fortune

Magazine

• 1/3 take drug to delay onset of diabetes• 1/3 in GROUP wellness program• 1/3 control

• 5 Year Study ended in 4th year• Results were so dramatic• GROUP wellness program was TWICE-200%-better that

pharmaceutical group in delaying onset of diabetes.

Your Agenda Time 20 min.

1. Privately write your club’s use of groups to set & achieve goals and build habits. 1 minute.

2. Everyone shares this in 30 seconds or less. 4 minutes.3. Privately write how your club could use your new knowledge of

building habits with groups to help your new members. 4 minutes.4. Everyone shares. 8 minutes.5. Discuss as time allows.6. Record these.

3-Engagement

Exercise1. Select your dominant hand2. Snap your fingers five times3. Using your pointer finger of your dominant,

now hand draw a capital E on your forehead.

ExerciseYou can read the E.Your default mode is your perspective.

Others can read the E.Your default mode is the others’s perspective.

So What? As your sense of power goes upYour perspective becomes stronger

In some research those with others perspective out sell those with inner perspective 2-3x.

And your ability to engage others declines

Take Engagement Seriously

Superior Engagement

Five Skills

SALES RETENTIONCoach

Hire

Engagement Talents

Natural Engagement Talents

• Called High Self Monitors, who• Instantly tune into others and synch with them.• Connect easily and naturally• Adapt to others’ views, beliefs, concerns

What High Self Monitors DoI can imitate the behavior of other people

I can make impromptu speeches on most topics. At times I put on a show to impress or entertain people. When uncertain how to act, I look to the behavior of others for cues.

I would probably make a good actor. In different situations, I often act like very different persons.

For the full assessment: http://faculty.washington.edu/janegf/selfmonitoring.htm

Five Skills• Vulnerability (You Tube: Berne Browne-Power of

Vulnerability)• Proximity• Resonance• Similarity• Safe Place

Five Talents

Five Skills

Vulnerability• Revealing who you are how you feel,

what you think, from the get go.• Help the other trust you because you

put yourself at risk

Proximity•Physical closeness nurtures engagement•Touching ignites engagement

Your Agenda Time 20 min.

1. Privately write: density of high self monitors on your staff? Density of high vulnerability staff? Density of touchers? 1 minute.

2. Everyone shares this in 30 seconds or less. 4 Min. total.3. Using what everyone shared, privately write an improved version of

how your club could use your new knowledge of engagement to help your new members. 3 minutes.

4. Everyone shares. 6 minutes.5. Record these.

4-Immunity to Change

Immunity to Change

• Not being able to change doesn't mean we're lazy, stubborn, or weak.• A pair of Harvard educators argue that our best-laid plans often fall

through for smart, self-protective (and ingeniously hidden) reasons.

Robert Keegan

Lisa LaheyHarvard Graduate School of Education

What they did:

•20 years of deep study of•People who don't change when its in their best interests.

•People who have successfully broken a habit.

What they found

• We have an immunity to change that protects us.• Just like with organ transplants.• They would not work until doctors learned to

SUPPRESS the REJECTION of the NEW ORGAN.

Iceberg Model of Reality

No way we will let you loose weight

Committtment to lose weight

If I loose weight , I will be more attractive to men.

I had frightening experiences when men ‘hit’ on me as a beautiful 10 year old.

Seems like a good idea

WHY?

Sounds good

LOOSE WEIGHT and your ANXIETY will over whelm you

{

{Your Aware Mind

Your Un Aware Mind

YOUR IMMUNITY TO CHANGE

•PROTECTs something you feel vulnerable about.• It keeps you safe!•This behavior is brilliant.

PROTECTS you from ANXIETY

•You don’t feel the anxiety because your handling it by NOT getting fit.

•The anxiety management system you've built, charges rent.

• It costs you your goal.

ITC RESOURCES: Books and Workshops• http://mindsatwork.com/

Your Agenda Time 20 min.1. Privately write your reactions to this concept. 1 min.2. Everyone shares their reactions in 30 seconds or less. 4 min.3. Privately write how your club could use your new knowledge of

breaking immunity to change to help your new members. 4 min.4. Discuss and build or select your teams top 1, 2 or 3 best ideas. 10

min.5. Record these.

The resources at www.RexRoundtables.com has three ITC summaries by REX on the specific method. The ITC web site lists many 3 day workshops where you can develop your skills in ITC counselling.

5-Learning to Learn

The greatest barrier to

discovering the truth is being convinced you

already know it.

The Four Rooms of Change Every business, department, problem, person,

marriage and nation is in one of the rooms.

What We Have Not Looked At Today:

Disciplined Innovation

•Rifle Shots•Low Cost•Low Risk•Low Disruption•High Speed

•One every Month

Your Agenda Time 20 min.

1. Privately write your best rifle shots from your work today. 2. Everyone shares this in 60 seconds or less.3. Privately write rifle shots to change to help your new members.4. Everyone share your rifle shot-2 minutes max. No Comments.5. Using what everyone shared, privately write an improved version of

your best rifle shots.6. Everyone shares.7. Discuss and build or select your teams top 1, 2 or 3 best rifle shots8. Record these.

RECORDERS

• Make sure REX gets your notes:• Send to Will@RexRoundables.com• We will summarize and share on our web site

• www.RexRoundtables.com has lots of resources from today. Audio power point will be added in a day or so. This library closes down to non REX members in 10 days.