Is Your Team Forgetting This Retention Hack?
Remember the bar Cheers where “everybody knows your name”?
That wasn’t just a TV slogan, it was a retention strategy used across the industry in the 90’s.
I feel between 2000 and 2022, we let team members off the hook when they said “I’m no good at remembering names.” But today, in a world of super personalisation, that no longer flies.
When the member walks through the door:
- Start with eye contact
- Add a genuine smile
Then say their name. Because nothing lights up the brain like hearing your own name. It makes members feel seen, valued, and more likely to stay.
Remembering Member Name Hacks:
- Link their name to what they wear. I always wear a No Bull sleeveless top – easy visual cue.
- Tie their name to a unique trait – training time, tattoos, or that pink star keyring Sandra O’Donnell always had.
- Repeat their name 3 times in the first 90 seconds. Repetition locks it in.
This week, get your team asking for, remembering, and using names. It’s a muscle, so use it, train it and it will grow.
Justin is the Managing Director of Active Management, which he began January 2004. He offers coaching to businesses worldwide in everything from start up and design to marketing and sales systems. Justin also facilitates four Australian and New Zealand ‘fitness industry roundtables’ events, which allows him to see a huge cross section of business models.