The 7-Day Member Experience Audit

This white paper by Jim Thomas introduces a "7-Day Member Experience Audit" designed for gym owners to proactively assess and improve member satisfaction and retention. The author argues that silence from members often indicates disengagement, not contentment, underscoring the need for a structured evaluation. The audit framework covers seven key pillars—onboarding, check-in, facility cleanliness, equipment, staff engagement, training, and follow-up—each with objectives, checklists, red flags, and actionable tips. By encouraging owners to experience their business from a member's perspective, the document aims to identify friction points and optimize the overall gym experience, ultimately leading to greater member loyalty and referrals. The paper concludes by emphasizing that the audit's value lies in the actions taken based on its findings.fwww.mconsulting.netwww.linkedin.com/in/jimthomasconsulting