Some Customer Retention Can Be Pushed Off The Edge
I work at a large multi-level gym that has a large climbing wall in the middle atrium. A visitor on a day pass walks up to me at the reception desk and points to it.
Customer: “So what’s the point?”
Me: “Of climbing?”
Customer: “Yeah. You get to the top and then… what, you come back down?”
Me: “Pretty much, yep.”
Customer: “That’s stupid. Why would I pay to go nowhere?”
Me: “Well, it’s like most things you do at this gym.” *I mimic a bicep curl.* “Things go up, things come back down.”
Customer: “It’s still going nowhere. Pointless.”
Manager: “We also sell memberships if you’d like to go nowhere more often.”
The customer scoffs and wanders off.
Me: “That probably ruined any chances of him becoming a member.”
Manager: “You want someone like that as a member?!”
Me: “Good point.”
