What Eleven Madison Park Can Teach Your Gym About Client Retention

Eleven Madison Park spent seven years going from a good restaurant to #1 in the world. Jennifer Burgess was on that team, and she sat down with Tim Lyons and Randy Angsten at the Iron Circle Experience in Austin to break down what made it work and how gym owners can use it.

Jennifer spent eight years with Danny Meyer’s Union Square Hospitality Group, helped open the original Shake Shack, and now leads workshops with the Unreasonable Hospitality team. We talk about mapping your client journey, the cognac move that changed how guests felt about paying the bill, how to apologize without taking the blame, and why your coaches should be keeping notes on every client.

If you’ve read Unreasonable Hospitality and wondered what it looks like inside a gym, start here.

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