Friday 16th October, 2026. 8am – 8pm.
Enclave Event Space, Perth.
2026 Perth Fitness Business Client Experience Workshop.
The Perth Fitness Business Client Experience Workshop is a practical, 12 hour event to help fitness business owners design a more remarkable client experience.
You’ll work with Dan Williams and his team to design a jaw-dropping client experience strategy that helps your fitness business become the one clients remember, return to and recommend.
We are capping this event at 15 attendees, tickets $1497 each. Afterpay is available.
Client Experience Workshop
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Is this you?
We created this event just for you.
Curious about the type of content we’ll cover?
Listen to a recent interview Dan gave about customer experience in the health and fitness industry.
Fitness business owners tell us they’re struggling
People tell us
‘My business feels interchangeable.’
The client experience workshop will help you stand out in a crowded market by helping your business transition from offering good service, to offering jaw dropping experience.
People tell us
‘My business feels disconnected.’
The client experience workshop will help you create clarity around your business by utilising customer experience as your driving, unifying strategy.
People tell us
‘We deliver good service, but no one talks about us.’
The client experience workshop will l help you rethink client and member acquisition through ‘experience marketing’ by creating experiences that people can’t shut up about.
People tell us
‘Growth feels harder than it should.’
The client experience workshop will help you achieve long-term business growth by using customer experience as a lever to increase retention and client lifetime value.
People tell us
‘We’re unsure how to keep up in a changing world.’
The client experience workshop will help you future-proof your business by doubling down on what technology can not replace, human experiences, feelings, and stories..
Working with Gobsmack sharpened how we think about customer experience. The focus, care, and detail they bring has helped us consistently deliver experiences our customers genuinely feel and value.
Working with Gobsmack helped me refocus on the right customers and design an intentional experience around them. The quality of the experience improved, pride returned, and the work became enjoyable again.
Working with Gobsmack helped me focus on what really matters, how our customers feel. It challenged my thinking and led to more thoughtful, people-first experiences that customers come back for and happily recommend.
Working with Gobsmack gave me clarity by anchoring decisions to customer experience. It removed stress and made it incredibly rewarding to deliver experiences customers can genuinely feel when they arrive and leave.
Gobsmack changed the way I think about customer experience. It helped me step back, see the full journey, and focus on consistency and care in the small details that shape how each of our customers feel about our business.
One of the biggest shifts working with Gobsmack was truly committing to customer experience. Going above and beyond has deepened customer relationships and increased the pride I feel in the experience we deliver.
Working with Gobsmack helped me build clearer, more thoughtful customer experiences. Better systems and communication made everything smoother, easier, and more supportive for our customers.
Working with Gobsmack challenged how I think about customer experience. By focusing on experiences that support real life, the experience we deliver has strengthened, and customer feedback continues to improve.
the RESEARCH says there are 5 reasons you should be going ‘all in’ on customer experience:
Fitness businesses with better customer experience grow faster, often up to 25% faster and twice as fast as their competitors.
Better client experiences create more valuable members, with emotionally connected customers worth 2x as much.
For fitness businesses, retention matters because acquiring a new customer costs 5 to 7 times more than keeping one.
Great client experiences drive referrals – positive experiences are the most common reason people recommend a fitness business.
In fitness, quality coaching, pricing, and access are expected, leaving client experience as the strongest differentiator.
Tell me more about the event…
The fitness client experience workshop is an intensive 12 hour one-day Perth event.
This is not a general business seminar or even a marketing event. We’ll be focussing on one thing, and one thing only – building a remarkable client experience.
The workshop is fully facilitated by Dan Williams and his team.
Dan is a Fitness Business Consultant, the Director of Gobsmack Consulting and the host of the Business of Fitness Podcast. He’s operated his own highly successful fitness business for 20 years and has mentored and consulted for many hundreds of business owners, conducting over 5,750 one-on-one consultations.
Over one jam-packed day, you’ll work side by side with Dan, his team, and your fellow business owners with guided exercises, group discussion, and hands-on experience design work.
Client Experience Workshop
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event itinerary
module 1:
Why Client Experience Is the Growth Strategy
By the end of this module you will have a clear understanding of why client experience is not just a ‘nice extra’, but a financial, marketing, sales, retention and referral strategy for your fitness business.
module 2:
The Experience Economy and the AI Future
By the end of this module you will have a clear understanding of why remarkable human experiences will become more valuable, not less valuable, in an increasingly automated and AI-driven fitness industry.
MODULE 3:
Your Unique Experience Position
By the end of this module you will have a clearly defined understanding of who your fitness business is uniquely positioned to help, and how client experience can become a meaningful point of difference.
MODULE 4:
Mapping Your Current Client Journey
By the end of this module you will have mapped the current client journey across your business, from first awareness through to long-term retention, advocacy, departure and reactivation.
MODULE 5:
Finding the Pits in Your Client Experience
By the end of this module you will have identified the moments of confusion, friction, anxiety, disappointment or effort that currently weaken your client experience and reduce loyalty.
MODULE 6:
Filling the Pits and Reducing Client Effort
By the end of this module you will have designed practical ways to reduce friction, remove unnecessary effort and make it easier for clients to start, stay and succeed in your fitness business.
MODULE 7:
Finding the Plateaus in Your Client Experience
By the end of this module you will have identified the forgettable, expected or emotionally flat moments in your client journey where your business currently blends in with every other fitness business.
MODULE 8:
Improving the Plateaus
By the end of this module you will have designed ways to turn ordinary client touchpoints into more thoughtful, useful and memorable moments that strengthen trust, connection and perceived value.
MODULE 9:
Designing Peak Client Experiences
By the end of this module you will have designed intentional peak moments that create positive emotion, strengthen client identity and give people stories they are more likely to remember and share.
MODULE 10:
Building Your Experience Triggers and Toolkit
By the end of this module you will have created a practical experience trigger toolkit that helps your team deliver the right moments for the right clients at the right time.
MODULE 11:
Creating Intentional Magic
By the end of this module you will have designed a system for creating personalised, one-size-fits-one moments that make clients feel genuinely seen, valued and understood.
MODULE 12:
Service Recovery, Measurement and Implementation
By the end of this module you will have a clear plan for recovering well when things go wrong, measuring the strength of your client experience, and implementing your ideas inside your fitness business.
what you’ll receive at the event
As part of this event, you’ll be working through our proprietary ‘Gobsmack Design Framework’. You will receive (and work through) the following resources:
Customer Experience Design System: Core Framework
The strategic foundation of the entire system.
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Step-by-step framework for designing end-to-end customer experience
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Covers experience economics, psychology, behaviour, and perception
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Explains how experience becomes a growth and retention strategy
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Shows how to shift from ‘service thinking’ to ‘experience thinking’
Format: 75 pages, hard copy.
Service Experience Design Manual
Design remarkable experiences at every point of delivery.
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Map and redesign each individual service interaction
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Build your Service Experience Trigger Toolkit
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Engineer consistency, reliability, and emotional impact
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Remove friction, confusion, and weak handovers
Format: 155 pages, hard copy.
Lifetime Experience Design Manual
Turn first-time customers into long-term advocates.
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Design the full journey from awareness to long-term loyalty
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Build your Lifetime Experience Trigger Toolkit
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Increase retention, referrals, and lifetime value
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Create systems that deepen relationships over time
Format: 171 pages, hard copy.
Intentional Magic Design Manual
Create moments customers never forget.
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Identify where ‘magic’ matters most in your journey
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Design emotional peaks and signature moments
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Systemise personalisation with authenticity
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Turn ordinary touchpoints into standout experiences
Format: 28 pages, hard copy.
Customer Experience Mapping Toolkit
Your complete set of working tools.
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Large-format experience mapping blueprints
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Service and lifetime journey templates
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Printable worksheets and planning tools
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Instructions for professional large-format printing
Format: A2 and large banner formats, hard copy.
Customer Experience Design System: Application
Turn theory into daily operating reality.
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Implementation roadmaps and sequencing plans
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Internal alignment and culture integration tools
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Staff onboarding and training frameworks
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Ongoing optimisation and review systems
Format: 63 pages, hard copy.
LOOK INSIDE
Click the images for a closer look:
LOOK INSIDE
WHAT YOU’LL LEAVE WITH:
A fully mapped customer experience
A customer experience system implemented in your business
A large-scale printed experience blueprint
A structured trigger toolkit
A repeatable system for continuous improvement
Frequently Asked Questions
Who is this workshop for?
This workshop is for fitness business owners who want their client experience to become a real point of difference.
It’s for you when you run a gym, studio, coaching business, health business, semi-private training facility, group training gym, CrossFit box, Pilates studio, yoga studio, exercise physiology clinic, or similar service-based fitness business.
It’s especially useful when you know you deliver a good service, but you want clients to feel something stronger, remember you more clearly, stay longer, and talk about you more often.
Is this just another marketing workshop?
No.
This is not about running more ads, posting more content, or chasing more leads.
It’s about designing a better business experience, so your clients are more likely to stay, refer, return, and become advocates for your business.
Because when the experience is better, the marketing becomes easier.
What will I actually leave with?
You’ll leave with a mapped client journey, a clearer client experience strategy, and practical ideas you can implement inside your business.
You’ll also leave with:
- The pits in your current client experience
- The plateaus where your business feels too normal
- The peak moments you can create for clients
- Your own experience trigger toolkit
- A system for creating personalised ‘intentional magic’
- A plan for service recovery, measurement, and implementation
In short, you’ll leave with the bones of a jaw-dropping client experience for your fitness business.
Is this suitable for a new fitness business?
Yes.
When your business is new, client experience can become one of your strongest early advantages.
You may not have the biggest brand, the biggest ad budget, or the largest team.
But you can still design an experience that feels more thoughtful, more personal, and more memorable than the bigger businesses around you.
Is this suitable for an established fitness business?
Yes.
In fact, established businesses often get the most from this work.
When you’ve been operating for a while, it’s easy for the client experience to become normal, flat, or inconsistent.
This workshop helps you step back, see the whole journey, find the gaps, and redesign the moments that matter most.
Will this work for my type of fitness business?
Yes, when your business depends on people.
The details may change from business to business, but the core principles apply across the fitness industry.
Clients still want to feel:
- Clear
- Confident
- Seen
- Supported
- Valued
- Proud
- Connected
This workshop helps you design those feelings on purpose.
Do I need a team to make this work?
No.
You can attend as a solo owner, or you can bring key team members.
When you have a team, the workshop can help you create a shared standard for how clients should be treated.
When you’re on your own, it can help you design the experience before it becomes too dependent on memory, mood, or good intentions.
Is this about adding more work to my already busy business?
No.
A better client experience should not just mean ‘more stuff’.
Part of the workshop is about reducing friction, removing effort, and making the client journey simpler.
You’ll look at what needs to be improved, what needs to be removed, and what moments deserve more care.
The goal is not to make your business busier.
The goal is to make your business better.
Why is the workshop limited to 15 business owners?
Because this is not designed to be a big, passive seminar.
It’s a hands-on workshop.
You’ll be thinking, mapping, discussing, designing, and applying the ideas to your own business.
To make that useful, Dan and his team need enough space to support the people in the room properly.
That’s why the event is limited to 15 fitness business owners.
What should I do when I’m not sure this is right for me?
When you’re not sure, the best next step is to speak with Dan.
You can arrange a short video call to talk through your business, your goals, and whether client experience is the missing link in your growth.
You’ll get clarity either way.
And when it is the right fit, you’ll know you’re walking into the room with a clear reason for being there.
CASE STUDY
What happened when Scott went ‘all in’ on customer experience?
1 FOCUS
Customer experience.
17.8%
Revenue growth
13.8%
Customer growth
Scott started his fitness business with a simple goal: do good work and look after his members.
And for a while, that was enough. He was providing a reliable service, and people were satisfied.
The business was steady.
But over time, and as the business grew, Scott noticed something. Customers weren’t unhappy, but they weren’t especially loyal either. The business was running harder than it needed to. He felt like he was getting pulled in 100 different directions, with 100 different focuses.
He realised he was focused on what he delivered, not how people experienced it.
Scott worked with Gobsmack to review every step of the customer journey, from first enquiry to long-term relationship. He improved communication, onboarding, follow-up, and internal systems.
He ignored 99 of the 100 focuses, and went all on in just one. Customer experience became the priority.
The results were immediate. The switch to a ‘customer experience’ focus saw monthly revenue jump by 17.8%, and customer numbers increase by 13.8%.
Scott tells us that as a result of becoming a ‘customer experience business’, customers are now happier, stay longer and refer more. The business has now entered a new chapter of growth, it’s simpler to run, more consistent, and easier to grow.
To ensure a very high level of collaboration from Dan and his team, we’re limiting this event to just 15 fitness business owners.
Secure your ticket now before we reach capacity (our last two events sold out).
IT’S TIME TO Build Your Experience Advantage
Client Experience Workshop
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Not sure if this is for you? Contact Dan to arrange a video call to explore your situation and whether the client experience workshop could be the missing link for your business.