The First 10 Minutes: How to Make New Members Feel Like Regulars

A new member decides—often subconsciously—whether your gym feels like their gym in the first few minutes. Not after the contract is signed. Not after week four. In the first 10 minutes.

That’s good news, because the “first 10” is one of the easiest places to improve retention without buying equipment, renovating, or running discounts. It’s mostly about reducing friction, increasing confidence, and creating a calm, welcoming flow.

Below is a simple, repeatable framework gym owners can implement this week.

Why the first 10 minutes matter more than you think

Most cancellations happen for predictable reasons: “I didn’t use it enough,” “I felt uncomfortable,” “I didn’t know what to do,” “It was too busy,” “I didn’t feel noticed.”

Notice how few of those are about the actual training. They’re about emotion and environment: confidence, clarity, belonging, and ease.

The first visit is when a new member is most vulnerable:

They don’t know where to go.
They don’t know what the “rules” are (spoken or unspoken).
They don’t know if they’ll be judged.
They don’t know what to do if something goes wrong (locker won’t lock, can’t find a towel bin, line at check-in, etc.).

Your job in the first 10 minutes is to replace uncertainty with certainty—fast.

The “First 10” framework: Reduce friction, build confidence, create connection

Think of the first 10 minutes in three layers:

Frictionless arrival (logistics are easy)
Confidence-building orientation (they know what to do)
Human connection (they feel seen)

Let’s walk it step-by-step.

Minute 0–2: Arrival should feel obvious

1) Make the entrance decision effortless

New members shouldn’t have to guess:

Which door to use
Where to stand
Who to talk to first

Quick wins:

A single, clear “Start Here” sign or stand at eye-level.
If you have multiple stations (check-in, retail, help desk), label them in plain language.
Keep your “start” area uncluttered—busy counters increase anxiety.

2) Design your check-in to reduce awkwardness

The first interaction shouldn’t feel like a gate. It should feel like a welcome.

Train staff to:

Look up within 3 seconds of the member approaching.
Smile and greet before asking questions.
Confirm the name and reflect it back: “Hey Jordan—welcome in.”

A simple script that works:

“Hi! Welcome in—what’s your name? … Awesome, Jordan. First time with us today?”

That last line does two things: it makes it normal to be new, and it cues the staff member to switch into “first-visit mode.”

Minute 2–5: Give them a “confidence path,” not a long tour

A common mistake: the full facility tour. It’s usually too much information, too many rules, too many names (“That’s our HIIT zone…”), and not enough what do I do right now?

Instead, give every new member a Confidence Path: a short sequence that makes them feel capable immediately.

3) Show only what they need for the next 30 minutes

In the first visit, highlight just four things:

Where to put their stuff (lockers / cubbies)
Where to start their workout (a clear starting area)
Where to get help (who to ask / how to find staff)
What to do if it’s busy (a simple plan B)

That’s it. Anything else can come later.

4) Use “if this, then that” guidance

New members worry about getting stuck. Solve that in 30 seconds.

Examples:

“If the treadmills are full, head to these two bikes or the warm-up area.”
“If you’re unsure about a machine, grab any coach in a black shirt—we’ll help in a minute.”
“If it feels crowded, this corner is usually quieter.”

This isn’t just helpful—it lowers anxiety and increases the chance they come back.

Minute 5–8: Create one small win

Confidence comes from a quick success. The easiest way to create that is to help them complete something simple right away.

5) Give them a 5-minute “starter plan”

Depending on your gym model, your starter plan can be:

A quick warm-up routine (walking + mobility)
A simple circuit (3 movements)
A “first day” template (cardio + 2 machines + stretch)
A “choose-your-own-adventure” card (Pick A/B/C based on goals)

Key rule: it must be easy enough to succeed and clear enough to do alone.

Here’s an example for a general fitness gym:

5-Minute Starter Plan

2 minutes: easy pace on any cardio
1 minute: bodyweight squat to a box/bench
1 minute: incline push-up on a bench
1 minute: gentle stretch (hamstrings or chest)

Then staff can say:

“If you want, repeat that one more time, then you’re ready to jump into your workout.”

That’s a win. They started. They didn’t freeze. They belong here.

6) Make “help” feel available—not intrusive

Some members want coaching; others just want to be left alone. You can support both by offering a low-pressure touchpoint:

“If you want a quick setup check on anything, just wave me over.”

That’s permission without pressure.

Minute 8–10: Cement belonging with one personal detail

People return to places where they feel recognized.

You don’t need a big gesture. You need one authentic moment of connection.

7) Ask one question you can remember

Try:

“What brought you in—strength, stress relief, training for something?”
“Have you been part of a gym before or is this a fresh start?”
“Do mornings or evenings work better for you?”

Then repeat the detail:

“Nice—training for a 5K. Love that.”

8) Give them a clear “next step” before they walk away

This is where many gyms drop the ball. The new member leaves without a plan, and “I’ll come back sometime” becomes “I never went again.”

Before they finish the first 10 minutes, give a next step:

Book a complimentary orientation session
Invite them to a beginner-friendly class
Suggest the best off-peak time for their first week
Recommend a simple 2–3 day routine

Script:

“Most people feel best if they come twice in the first week. If you want, I can set you up with a simple plan for your next visit.”

Make it repeatable: Your “First-Visit Mode” checklist

The power move is turning this into a standard—not a “depends who’s working” experience.

Train staff to flip into “First-Visit Mode” when:

The person says it’s their first time
A new member shows uncertainty
A lead arrives for a tour
Someone reactivates after a long break

First-Visit Mode (Fast Checklist)

✅ Greet + name repeat
✅ Confirm first visit
✅ Explain check-in and where to put belongings
✅ Show “start area” + how to get help
✅ Give “if busy, do this” backup option
✅ Provide a 5-minute starter plan
✅ Ask one personal question
✅ Offer a clear next step

Print it. Put it behind the desk. Make it normal.

19th Dec 2025