Identifying and Solving the 5 Most Common Gym and Studio Management Issues

Managing a gym, boutique studio, or fitness facility comes with its fair share of challenges. From member retention to maintenance, there are several issues that owners and managers routinely face. However, identifying the most pressing problems is the first step to resolving them.

In this article, we'll outline the top five most common gym and studio management problems and provide actionable solutions to help you run an efficient, member-focused facility.

Problem 1: Low member retention rates

One of the biggest challenges for any gym or studio is keeping members motivated and engaged so they continue renewing their memberships. Member retention rates average around 70%, meaning roughly 3 out of 10 of your clients cancel their plans every year. Low retention leads to lost revenue and makes growth difficult.

There are several reasons members end up canceling, including:

• Lack of motivation and accountability
• Loss of interest in their fitness routine
• Not seeing expected results
• Inconvenient location or hours
• Poor customer service
• Unclean or poorly maintained facilities
  

To boost retention, gyms and studios need to focus on improving the member experience. Here are some effective strategies:

• Offer customized fitness plans: Collaborate with members to create personalized fitness programs tailored to their goals, whether weight loss, muscle gain, endurance, or general well-being. This shows a commitment to their success, keeping them motivated long-term.
• Implement fitness assessments and progress tracking: Conduct regular assessments like body composition analysis, strength tests, and cardio evaluations. Schedule weigh-ins and check-ins, using apps or wearable tech to visualize progress and boost accountability.
• Assign workout buddies or groups: Pair new members with experienced ones to foster camaraderie. Form small workout groups based on fitness levels or goals to create a supportive community and encourage long-term engagement.
• Enhance customer service: Train staff to be friendly, knowledgeable, and responsive. Quickly address member concerns to create a positive and supportive atmosphere.
• Offer premium amenities: Upgrade facilities with top-notch equipment, group classes, saunas, and comfortable locker rooms. These can attract new members and retain existing ones.
• Utilize member surveys: Regularly collect feedback through surveys to understand member needs and improve satisfaction and loyalty.
• Develop retention incentives: Create loyalty programs with discounts, referral bonuses, and special offers for renewals to reward long-term commitment.
• Leverage technology: Use advanced software like Walla for seamless operations. Implement mobile apps for scheduling and workout tracking, and encourage fitness wearables for progress monitoring.
• Analyze usage data: Use data analytics to spot trends and identify members at risk of leaving. Address engagement gaps, like underused classes or equipment, to improve retention.
  

The more value and results members get from your gym and studio, the more likely they will remain loyal, long-term members.

Problem 2: Poor facility maintenance

In addition to retaining members, gyms and studios must focus on properly maintaining their facilities and equipment. A poorly maintained space is unappealing and can lead to member dissatisfaction, equipment breakdowns, and safety hazards.

Common maintenance issues include:

• Dirty locker rooms and bathrooms
• Cluttered workout areas and floors
• Torn or worn-out equipment
• Broken fitness machines and cardio equipment
• Leaky ceilings, faulty HVAC, or plumbing issues
• Burned-out or flickering lights
• Unpleasant odors
• Lack of sanitizing supplies and protocols
  

To improve facilities maintenance, gyms and studios should:

• Create cleaning checklists: Develop daily, weekly, and monthly checklists for consistent cleaning. Ensure staff complete and check off tasks.
• Perform preventative maintenance: Regularly inspect, organize, clean and calibrate equipment to prevent breakdowns and extend lifespan.
• Schedule deep cleaning days: Set monthly deep cleaning days to sanitize mats, scrub floors, and address hard-to-reach areas.
• Conduct regular walkthroughs: Perform frequent inspections to identify repair needs and maintenance issues.
• Establish a maintenance request system: Create an easy way for members to report problems, such as a digital form or a suggestion box.
• Hire or assign a facilities manager: Employ or designate a facilities manager to oversee maintenance, repairs, and cleaning schedules.
• Outsource specialized maintenance tasks: Hire professionals for HVAC, plumbing, or deep cleaning to ensure quality service.
• Invest in new equipment: Replace outdated machines, mats, weights, etc. regularly to keep the facility modern and functional.
• Post cleaning schedules: Display cleaning schedules so members know when areas are being serviced.
• Ensure cleaning supplies are stocked: Keep plenty of cleaning materials and tools available for staff use.
• Implement a shoe sanitizing policy: Encourage members to sanitize shoes before entering to keep floors and mats clean.
  

Proper facility maintenance improves the workout experience for members and protects the significant investment made into gym and studio equipment and amenities.

Problem 3: Unclear and inefficient scheduling

Most gyms or studios offer a variety of group classes, from yoga to kickboxing. Managing the schedule for these classes can quickly become disorganized, leading to frustrated members. Common scheduling issues include:

• Frequently canceled or rescheduled classes
• Class times that don't meet demand, with overcrowding or low attendance
• Unclear class registration procedures
• Inefficient manual scheduling using whiteboards or spreadsheets
• Failure to communicate schedule changes to members
• Double-booking classes or instructors
• Lack of visibility into attendance trends to optimize schedules
  

Here are some tips for creating a smooth, efficient group exercise schedule:

• Survey for popular class times: Survey members to identify high-demand class times, eliminating guesswork.
• Enable online registration: Allow members to register for classes online with automatic confirmations.
• Prioritize top instructors: Reserve prime class slots for your most popular instructors.
• Use intuitive scheduling software: Manage bookings and availability in real-time with scheduling software.
• Set capacity limits: Establish maximum attendance limits for each class and room.
• Schedule recurring classes: Batch schedule recurring classes to minimize adjustments.
• Post schedules in advance: Publish class schedules well ahead of time to help members plan.
• Notify of cancellations quickly: Alert members of cancellations immediately via email, text, or app notifications.
• Assign backup instructors: Schedule backup instructors to avoid last-minute cancellations—and automate sub management and communication using tools like Walla.
• Analyze attendance trends: Review attendance data to adjust class schedules as needed.
• Assist with bookings at peak times: Allow front desk staff to manage bookings and waitlists during busy periods.
  

With the right systems and some planning, you can make the group exercise schedule a well-oiled machine that makes members' lives easier.

Problem 4: Poor customer service

Providing exceptional customer service is critical for gyms and studios to retain members and keep them satisfied. When staff are unfriendly, unhelpful, or unavailable, it reflects poorly on your establishment and brand.

Some typical customer service complaints include:

• Long wait times at the front desk during peak hours
• Staff seem distracted, disinterested, or disengaged
• Employees lack the knowledge to answer basic questions
• Instructors start classes late or end them early
• Difficulty getting assistance with using equipment or machines properly
• Concerns and issues aren't resolved in a timely manner
• Lack of responsiveness to emails, calls, or in-person requests
  

Here are some proven ways gyms and studios can improve customer service:

• Hire for attitude: Focus on customer-friendly staff; teach specific skills later.
• Set clear expectations: Define customer service standards and hold staff accountable.
• Empower staff for quick resolutions: Allow staff to handle issues on the spot without manager approval.
• Train staff on all fitness and wellness offerings: Ensure staff are knowledgeable about services, classes, and equipment to assist members confidently.
• Implement service level agreements: Set standards like responding to inquiries within one hour.
• Gather and act on member feedback: Use surveys to identify weaknesses and make improvements.
• Incentivize staff for great reviews: Motivate with rewards or contests for positive feedback.
• Share success stories: Highlight positive reviews during team meetings to boost morale.
• Model excellent service: Lead by example—greet members, answer questions, and assist as needed.
• Staff adequately for busy times: Increase staffing during peak hours to minimize wait times.
• Use technology to reduce bottlenecks: Employ virtual assistants or self-service kiosks to ease front desk congestion.
  

Delivering 5-star service requires investing in your team. Make it a priority to attract and develop service-minded staff.

Problem 5: Not keeping up with the latest technology

In the modern era, utilizing technology has become a must for gyms and studios rather than an option. Members increasingly expect tech-enabled fitness experiences. Falling behind on technology adoption can hurt your competitiveness, efficiency, and member satisfaction.

Some tech-related issues gyms encounter include:

• No mobile app for members to access services on-the-go
• Paper-based processes like registration forms or equipment sign-ups
• Dated workout equipment and machines without digital displays or tracking
• Manual member check-in at the front desk that cause frustration and delays
• Limited social media presence or digital marketing efforts
• No software to automate scheduling, billing, CRM, etc.
• Poor Wi-Fi coverage and no power outlets for mobile devices
• Lack of virtual class content for at-home workouts
  

Here are some investments to modernize your gym's and studio's technology:

• Implement gym and studio management software: Use software that is easy for your staff to understand to manage memberships, billing, and operations.
• Launch a branded mobile app: Offer a downloadable app with convenient features for members.
• Install self check-in capabilities: Enable check-in on tablets at the front desk to reduce congestion.
• Upgrade workout equipment: Invest in equipment that syncs with apps and fitness trackers.
• Set up digital signage: Display motivational content and promotions on screens around the gym or studio.
• Improve wi-fi coverage: Boost bandwidth and add access points to eliminate dead zones.
• Partner for digital classes: Collaborate with streaming platforms to offer online workouts.
• Leverage CRM for communication: Use CRM tools to automate and personalize member outreach.
• Create an online member portal: Provide access to schedules, billing, and account management.
• Utilize digital marketing: Engage members through social media, email, and SMS for promotions and updates.

Adopting modern technology provides convenience for members and streamlines operations. The right platforms can transform the member experience and help your gym and studio thrive.

Solutions

Let's recap the key solutions discussed for each common gym and studio management challenge:

Solution 1: Improve member retention rates

• Offer customized workout plans
• Implement fitness assessments and progress tracking
• Assign workout buddies or groups
• Improve customer service
• Provide premium amenities
• Listen to members and address concerns
• Develop retention incentives
• Leverage technology to boost engagement

Solution 2: Improve facility maintenance

• Create and follow detailed cleaning checklists
• Perform preventative equipment maintenance
• Schedule deep cleanings regularly
• Do walkthroughs checking for issues
• Establish a maintenance request system
• Hire or assign a facilities manager
• Outsource specialized maintenance needs
• Replace equipment periodically
• Use gym and studio management software to schedule and track tasks

Solution 3: Create a clear and efficient scheduling process

• Survey members to determine high-demand times
• Offer online class registration with confirmations
• Block preferred times for popular instructors
• Use scheduling software to manage availability
• Set capacity limits for each class
• Schedule batches of recurring classes in advance
• Communicate cancellations immediately via multiple channels
• Have backup instructors on standby
• Analyze attendance trends to optimize schedule

Solution 4: Provide exceptional customer service

• Hire for a customer-friendly attitude
• Set clear expectations and accountability
• Empower staff to resolve issues promptly
• Ensure staff are knowledgeable to assist members
• Gather member feedback and improve weak spots
• Motivate staff with incentives for great reviews
• Share positive testimonials
• Model excellent service by supporting staff
• Schedule adequate staff for peak times
• Use technology like virtual assistants to reduce wait times

Solution 5: Utilize the latest technology

• Implement gym and studio management software
• Launch a branded mobile app
• Install self-service kiosks
• Upgrade equipment with digital connectivity
• Set up digital displays for promotions and motivation
• Improve Wi-Fi coverage throughout the facility
• Offer streaming digital fitness classes
• Leverage CRM features to personalize communication
• Create an online member portal for self-service
• Use social media, email, SMS, and push notifications to engage and inform members
  
  

Running a successful, growing gym and studio takes work. However, identifying and proactively addressing common management challenges is the key to long-term prosperity. Use the solutions outlined in this article as a blueprint for strengthening your brand. With commitment and planning, you can overcome hurdles, delight members, and build a thriving fitness business.