Issue 12 2019

CEO MONTHLY / ISSUE 12 2019 9 Simply, the One to Watch in Health & Fitness on those who overcome mental and physical disabilities and achieve their fitness goals. ‘We pride ourselves on the service they receive every time they visit the club and after running regular quarterly surveys with our members, we are proud to see that our NPS (net promoter score) continues to increase year on year and is currently above industry average.’ “In October 2019 we were delighted attend the Spelthorne Means Business awards. The Thames Club was voted as ‘Best Business in Staines & Laleham’ with Hot Yoga Club being voted ‘Best Small Business’. To win the latter within 2 years of trading is a huge achievement that would not have been possible without our dedicated team of teachers and support staff. Getting more people involved in the business is key to the long- term plan that Peter has drawn up. By being a strong supporter of the local community, it brings the Club to the attention of others in places that they may not have been seen. ‘We are partnered with local businesses to offer our members discounted rates and special events. We are proud to be associated with Ashford Manor Golf Club, Notcutts Garden Centre, Thames Motor Group,’ says Peter. Similarly, the addition of the Hot Yoga Club has been a huge success. ‘We have the ability to attract students from the base membership of The Thames Club, but we are now seeing significant growth from a wider catchment area and we will continue to maximise social media and other channels to attract clients specifically to the Hot Yoga Club.’ By being able to hold its own, the Hot Yoga Club is also unique in that Peter is now able to cross-sell between both products. It’s not just in the Hot Yoga Club that Peter has added something special to the work of The Thames Club. ‘We have recently partnered with ‘Roost’ café as our lounge partner. Roost offers healthy food and beverage options catering for gluten intolerance, vegetarian and vegan tastes and has kicked off with huge success. The lounge area they have created is relaxing, open and is a lovely space for our members to gather and socialise over a coffee or healthy meal after their visit to the club.’ Peter is very excited about where the future will take him and his businesses. ‘We will continue to innovate and ensue people are highly engaged in their fitness journey by utilising the latest technologies as well as delivering the personal motivation and service that inevitably helps people achieve their goals. We always strive to increase our member retention and by delivering a higher value experience this will lead to more members remaining with us as their chosen premium health club.’ Ultimately, Peter has aimed to create an atmosphere where everyone feels welcomed and valued. It’s clearly a valuable part of his business approach, putting customers first and ensuring that they feel, above all else, comfortable . Add to this a series of partnerships that have proved advantageous to all parties and you have a businessman who continues to innovate his business to better serve his clients. When asking customers if they were likely to recommend Hot Yoga Club to a someone, they received a score of 78. Peter tells us that ‘the creators of the NPS system suggest that a score of 50 or above is excellent, and above 80 is world-class… so next year we hope to just tip-over to world-class!’ Contact: Peter Williams Company: The Thames Club Website: thethamesclub.co.uk Telephone: 01784 463 100