The retention system hiding in plain sight

🌎 This week on the podcast, Mateo checked in with Laura Gibson (Head of Customer Support at Kilo) to break down why most gyms don’t have a retention problem; they have a systems problem. She shares a simple framework for turning “caring” into something consistent and scalable. From milestone touchpoints to cancellations, and how to balance automation with real human connection, so members actually stick around

P.S. If you like the show, then you'll love the Gym World newsletter. Every Friday, John Franklin breaks down the possibilities of making money in the fitness industry. Subscribe here (https://usekilo.com/gym-world/) so you don't miss out.

📱 Socials:

Kilo - (https://www.instagram.com/kilogyms/)

Kilo - (Website) - https://usekilo.com

📺 Watch On:

https://www.youtube.com/@GymWorldWorldwide

🔥 Show Notes:

(0:00) Operationalizing Care in Gym Businesses

(6:11) Challenges of Operationalizing Care

(9:36) Framework for Care System

(12:10) Balancing Automation and Human Touch

(16:38) Run a successful gym with Kilo (visit https://usekilo.com/)

(27:27) Staff Retention and Care

(31:14) Revisiting and Updating Care Systems

(33:40) Final Thoughts and Contact Information