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Les Mills International
Les Mills International
Les Mills International
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UNITING THE WORLD OF FITNESS
Health Club Management

Health Club Management

News

New management team credited with "reversal of membership decline" at Total Fitness

Health club operator Total Fitness has completed a turnaround of its fortunes, reversing a "steady decline in membership" in the past 12 months.

The company, which operates 17 health clubs across the North of England and Wales, has halted a long-term decline in its overall membership base, which had seen a 10 per cent reduction in the 12 months to May 2018.

Latest figures up to June 2019 show that the operator has managed to up its membership by 6,000 during the year.

It marks a successful revival of the business in less than 12 months after a new management team, led by CEO Sophie Lawler, took charge.

During the period since the new team taking over, there has been a rise in the satisfaction scores from members, with a 28 per cent increase the business’ net promoter scores (NPS).

According to Lawler, the turnaround has been achieved through "people-power", supported by tactical investments to fix critical issues.

“It was clear that we had some great people with real positive intent and a great deal of love for the business, but they were highly disengaged," Lawler said.

"There was a lack of trust – of both the centre and the future – of clear purpose, and of belief.

“We began by listening to the teams out in the clubs to understand their key challenges.

"We reacted quickly by fixing critical issues, addressing immediate performance challenges, and communicating clearly and honestly about our future, the challenges, and how we’ll find the answers.

“We’ve been building the foundations for more leadership at all levels of the business ever since – beginning by reclaiming our great purpose, building behavioural values that will bring it to life every day, and re-engineering our entire operation around them.

“I’ve been astonished and humbled by the results which proved that we have a bright, engaged, and resilient team determined to build a brilliant business. Our members can feel the difference and our NPS scores are demonstrating it, as well as areas where we can continue to grow."

The investments made by the new top team included a £500,000 cash injection into Total Fitness in Altrincham, which included a new open floorplan, upgrades to the two gym floors and a new mind and body studio.

“Our clubs are now in much better shape for the challenges to come and the planned investment will consolidate that position," Lawler added.

Sign up here to get HCM's weekly ezine and every issue of HCM magazine free on digital.
Health club operator Total Fitness has completed a turnaround of its fortunes, reversing a "steady decline in membership" in the past 12 months.
HAF,FIT,IND,PTS,PUB
imagesX/THUMB342202_646345_988611.jpg
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Catalogue Gallery
Click on a catalogue to view it online
Directory
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Fitness equipment
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Architects/designers
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Diary dates
01-03 Feb 2022
Coventry Building Society Arena, Coventry, United Kingdom
Diary dates
07-10 Apr 2022
Exhibition Centre , Cologne, Germany
Diary dates
15-16 Jun 2022
ExCeL London, London, United Kingdom
Diary dates
01-07 Dec 2022
tbc, Dunedin, New Zealand
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News

New management team credited with "reversal of membership decline" at Total Fitness

Health club operator Total Fitness has completed a turnaround of its fortunes, reversing a "steady decline in membership" in the past 12 months.

The company, which operates 17 health clubs across the North of England and Wales, has halted a long-term decline in its overall membership base, which had seen a 10 per cent reduction in the 12 months to May 2018.

Latest figures up to June 2019 show that the operator has managed to up its membership by 6,000 during the year.

It marks a successful revival of the business in less than 12 months after a new management team, led by CEO Sophie Lawler, took charge.

During the period since the new team taking over, there has been a rise in the satisfaction scores from members, with a 28 per cent increase the business’ net promoter scores (NPS).

According to Lawler, the turnaround has been achieved through "people-power", supported by tactical investments to fix critical issues.

“It was clear that we had some great people with real positive intent and a great deal of love for the business, but they were highly disengaged," Lawler said.

"There was a lack of trust – of both the centre and the future – of clear purpose, and of belief.

“We began by listening to the teams out in the clubs to understand their key challenges.

"We reacted quickly by fixing critical issues, addressing immediate performance challenges, and communicating clearly and honestly about our future, the challenges, and how we’ll find the answers.

“We’ve been building the foundations for more leadership at all levels of the business ever since – beginning by reclaiming our great purpose, building behavioural values that will bring it to life every day, and re-engineering our entire operation around them.

“I’ve been astonished and humbled by the results which proved that we have a bright, engaged, and resilient team determined to build a brilliant business. Our members can feel the difference and our NPS scores are demonstrating it, as well as areas where we can continue to grow."

The investments made by the new top team included a £500,000 cash injection into Total Fitness in Altrincham, which included a new open floorplan, upgrades to the two gym floors and a new mind and body studio.

“Our clubs are now in much better shape for the challenges to come and the planned investment will consolidate that position," Lawler added.

Sign up here to get HCM's weekly ezine and every issue of HCM magazine free on digital.
Health club operator Total Fitness has completed a turnaround of its fortunes, reversing a "steady decline in membership" in the past 12 months.
HAF,FIT,IND,PTS,PUB
imagesX/THUMB342202_646345_988611.jpg

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Mindbody has announced it's buying ClassPass, the consumer wellness subscription service that enables people to
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HCM People

Danielle Obe

Chair, The Black Swimming Association
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Featured supplier news
Featured supplier news: Surge integrates Fisikal with HubSpot to drive business efficiencies and grow revenue
As Surge expands its offer with the launch of a third dedicated Electronic Muscle Stimulation (EMS) studio this summer – this time in Fleet Street, London – the brand reflects on the vital role of its estate wide digital ecosystem, created in partnership with Fisikal, designed to drive business efficiencies and commercial success.
Featured supplier news
Featured supplier news: Technogym awarded “Supplier of the year” at ukactive awards 2021
The best in class of the physical activity sector have been revealed at the ukactive Awards 2021.
Featured operator news
Featured operator news: Everyone Active generates £342m in social value
Award-winning leisure operator Everyone Active generated £342million in social value at its sites across the country in 2019/20.
Featured operator news
Featured operator news: Being active helps Parkwood Leisure customers save the NHS £16m
Parkwood Leisure, one of the UK’s leading public leisure facilities operators, helped prevent more than 7,000 cases of stroke, dementia, depression and type 2 diabetes in 2019, saving the NHS £16 million, a new social value report has shown.
Company profiles
Company profile: Life Fitness
The Life Fitness family of brands offers an unrivalled product portfolio, providing customers with access ...
Company profiles
Company profile: Pulse Fitness
With an award-winning portfolio of over 450 pieces of cutting-edge, premium fitness equipment, Pulse Fitness ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Skincare
Comfort Zone - Davines S.p.A: Skincare
Fitness equipment
Precor: Fitness equipment
Spa software
SpaBooker: Spa software
Architects/designers
Zynk Design Consultants: Architects/designers
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Red Light Therapy
 Red Light Rising: Red Light Therapy
Lockers/interior design
Crown Sports Lockers: Lockers/interior design
Uniforms
Service Sport: Uniforms
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Property & Tenders
Welwyn Garden City
Welwyn Hatfield Borough Council
Property & Tenders
Newport, Shropshire
Lilleshall Sports Academy
Property & Tenders
Diary dates
01-03 Feb 2022
Coventry Building Society Arena, Coventry, United Kingdom
Diary dates
07-10 Apr 2022
Exhibition Centre , Cologne, Germany
Diary dates
15-16 Jun 2022
ExCeL London, London, United Kingdom
Diary dates
01-07 Dec 2022
tbc, Dunedin, New Zealand
Diary dates
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Les Mills International
Les Mills International