How Riverside Reformer Bristol grew add on sales without selling at the desk

Company Overview

Riverside Reformer Bristol sells workshops, retail items and guest passes alongside memberships. All of it depended on a member noticing a poster or a staff member remembering to mention it.

Challenge

• Workshops and retail relied on staff remembering to mention them at a busy desk
• Front desk staff disliked selling and it showed in the results
• Members frequently said they had not known a workshop was running until it had passed
• Popular items sold out unnoticed and stayed out of stock for weeks

Solution

• Workshops, retail and guest passes appear in Solstice Member App where members already book their classes
• Offers are shown to members they are relevant to rather than to everyone
• Purchases go through the app, so the front desk is not involved in the transaction at all
• Stock levels are visible, which ended the silent stock outs

Results

• Workshop places now sell out in an average of four days, compared with rarely filling before
• Average revenue per member per month rose by 14 euros with no membership price change
• Guest pass sales roughly tripled, and around a third of guests went on to trial
• Front desk staff stopped being asked to sell, which they mention regularly and gratefully

Customer Testimonial

"I had convinced myself our members were not interested in extras. They were interested, they just never found out about them, because a poster in a corridor is not a sales channel. The bonus is that my staff no longer have to be salespeople, which is the job they actually applied for."

Nathan Brooks, Founder, Riverside Reformer Bristol

Key Benefits

• Extras offered where members already book
• Relevance based targeting instead of blanket promotion
• Purchases completed without the front desk
• Visible stock levels that prevent silent stock outs

Solstice Fitness Studios put Riverside Reformer Bristol's workshops and retail where its members already were, lifting spend per member without anyone having to sell.