Built To Grow

Most gyms don’t have a marketing problem – they have a follow-through problem. New leads pour in, but a few months later, half of them are gone. The team’s busy, the ads are running, but nothing seems to stick.In this episode, Tim and Randy sit down with Joey Coleman, bestselling author of ‘Never Lose a Customer Again’, to talk about the one thing that’s missing in most gyms: a real retention strategy. Joey explains why selling someone into your gym is only step one – and why the handoff to your team can make or break trust on day one. As a leading expert in customer experience and loyalty, Joey brings a tried-and-true perspective on what actually keeps clients coming back.Retention isn’t about t-shirts, holiday parties, or generic gestures – it’s about listening, remembering, and proving to your clients that they matter after the sale. Even your most loyal members can quietly disengage if you’re not paying attention. This episode breaks down why trust often collapses after sign-up, how misaligned teams disru