The retention system hiding in plain sight

What this episode covers

🌎 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 aroundP.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

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Frequently Asked Questions

How long is this episode of Gym World Worldwide?

This episode is 35 minutes long.

When was this Gym World Worldwide episode published?

This episode was published on March 27, 2026.

What is this episode about?

🌎 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...

Can I download this Gym World Worldwide episode?

Yes, you can download this episode by clicking the download button on the episode player, or subscribe to the podcast in your preferred podcast app for automatic downloads.