Gym businesses face high churn rates as an inherent feature of their model, requiring a robust, mechanized customer acquisition process rather than an attempt to eliminate churn.

“I can tell you right now, you're never going to solve churn in fitness. You're not going to do it because it's a human problem. It's not a bug. It's a feature. We have to look at what are the features of our business versus what are the bugs of our business.”