In this 4th installment of the “Care Is Currency” series, Rick Mayo and Matt Helland discuss why consistency is one of the most overlooked aspects of customer loyalty.

Through stories and real-world Alloy examples, they show how even small deviations in client experience, no matter how well-meaning, can break trust and hurt retention.

Even when the core service stays the same, inconsistencies in the client experience create emotional dissonance for customers. Running the play exactly as designed is key to building trust at scale. Consistency becomes the real “wow factor.”

🎧 Tap into Part 4 and discover why consistency builds the kind of brand loyalty that lasts.

Key Takeaways

Intro (00:00)

The importance of consistent customer experience (02:24)

The haircut story: illustrating consistency (04:02)

Consistency in coaching and customer experience (13:33)

Metrics and consistency in customer experience (13:57)

Secret shopping and improving consistency (16:14)

The role of systems in consistency (21:45)

The impact of consistent service on business success (22:08)

Additional Resources:

- Alloy Personal Training

- Learn About The Alloy Franchise Opportunity

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You can find the podcast on Apple, Google, Spotify, Stitcher, or wherever you listen to podcasts.

If you haven’t already, please rate and review the podcast on Apple Podcasts!

In today’s episode (Part 3 of the series), Rick Mayo and Matt Helland continue their conversation on the importance of genuine care in building client loyalty and business success.

They discuss how Alloy’s focus on small, personalized touches, such as surprising clients with thoughtful gifts and sending post-workout texts, creates a strong emotional bond. These small actions are key to retention and long-term success.

Rick and Matt explain why a structured system of care, embedded in Alloy’s processes, ensures that clients feel seen and valued at every stage.

Gestures such as a follow-up text after a workout or a surprise gift based on a personal conversation go a long way in making clients feel supported and appreciated.

True business growth is about consistent everyday acts of care that set your brand apart.

If you haven’t yet, be sure to check out Part 1 and Part 2 of the series, where Rick and Matt explore the foundational ideas behind Alloy's client-first approach.

Key Takeaways

Intro (00:00)

The psychology of random gifts (02:54)

Power of text messaging (10:38)

Director's role in follow-up and accountability (16:58)

Impact of small, consistent actions (19:54)

The role of systems and processes (20:40)

The role of personal connection (21:08)

Additional Resources:

- Alloy Personal Training

- Learn About The Alloy Franchise Opportunity

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You can find the podcast on Apple, Google, Spotify, Stitcher, or wherever you listen to podcasts.

If you haven’t already, please rate and review the podcast on Apple Podcasts!

In today’s episode (Part 2 of the series), Rick Mayo and Matt Helland dive into the importance of building genuine relationships with clients.

They discuss the role of accountability sessions in driving retention and creating long-lasting client relationships.

The future of Alloy won’t be built on the latest fitness trends or shiny new marketing tactics, but on care—specifically, caring enough to make personalized, consistent touches with clients. Small, consistent acts of care lead to big rewards.

They share that having a structured approach to check-ins and recognizing life’s challenges (like injuries or travel) can dramatically improve your business’s long-term success.

Listen to this episode now and discover how a little extra care can make a huge impact.

(Be sure to check out Part 1 of the series if you missed it!)

Key Takeaways

Intro (00:00)

Accountability sessions in personal training (04:01)

The importance of personalized care (06:24)

Examples of accountability sessions in action (13:55)

The role of accountability sessions in retention (20:12)

The impact of personalized care on client loyalty (20:27)

The analogy of poles in the ground (21:13)

Additional Resources:

- Alloy Personal Training

- Learn About The Alloy Franchise Opportunity

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You can find the podcast on Apple, Google, Spotify, Stitcher, or wherever you listen to podcasts.

If you haven’t already, please rate and review the podcast on Apple Podcasts!