Our client’s performance had been badly affected by a number of related factors such as low staff morale, high staff and member turnover, declining net membership, poor member feedback and rising costs.  We were asked in to help them to improve customer service and thus revenues whilst also finding ways to reduce costs.

We conducted detailed diagnostics in a representative sample of clubs to get an “as-is” picture of the business and create a need for change amongst team members.  We carried out an in depth analysis of the P&L across the whole estate to highlight variability and cost saving opportunities and we analysed membership data to show “at risk” members.  Complementing this internal analysis we also conducted competitor analysis.  We engaged the senior team through a series of focus interviews and identified the key strategic issues for the business.

We identified up to £2.3m cost saving opportunities through a combination of organisation restructure and a proposal to stop classes with less than 30% attendance. We identified up to £1.7m annual revenue benefits through a combination of initiatives to improve customer service, capability levels and best practice sharing across the estate.