040 Rachel Cosgrove: Changing The Way Fitness Is Done
Fitness + Technology8 Aug 2017

040 Rachel Cosgrove: Changing The Way Fitness Is Done

For episode 40 we're pulling back the curtain to see what successful fitness operations and new technologies are creating loyal customers from the co-owner of one of the top 10 gyms in the United States, Rachel Cosgrove from Results Fitness.

For all sizes of clubs across the industry, we realize now more than ever how truly important it is for operators to focus on personalized communication and engagement through social media, email, and text to meet the demands of the fast-evolving customer experience our members are asking for.

In this show, you'll learn from Rachel why she believes it's the hand-crafted emails and time-capped Facebook contests that can deliver high value to members outside the club, what lessons she's learned from over 20 years in fitness, what are the best practices in the transitions from trainer to a successful operator, and why the boomer generation are now requesting more text communication for fitness as their digital literacy increases.

It's clear that even with a high performing facility like Results Fitness and many others, there are still some very large gaps to be filled when it comes to integrating technology solutions seamlessly into both the fitness professional's toolbox and to a customer's journey.

But what does one of the top 10 gyms in America do to for both human touch and technology integration for successful fitness operations?

The answer to that question and much more takeaways for club owners, operators, and fitness pros in this episode with Rachel Cosgrove.

About Rachel Cosgrove

Rachel Cosgrove is the co-owner of Results Fitness, voted one of the top 10 gyms in the United States three years in a row by Men's Health Magazine. She is a consultant for Nike, on the advisory board for Livestrong.com and Women's Health Magazine, and is a featured columnist for Women's Health Magazine and the Huffington Post. Rachel is the best selling author of the "The Female Body Breakthrough," and has also been featured in numerous magazines including Men's Health, Women's Health, Oxygen and many many more including Dr. Oz.

As one of the featured speakers for Perform Better, she lectures nationally and internationally on topics such as strength training, fat loss, business in the fitness industry and nutrition specifically for women helping them to reach their potential in all aspects of their life.

She is also the best-selling author of the book, Drop Two Sizes: A Proven Plan to Ditch the Scale, Get the Body You Want & Wear the Clothes You Love. Extremely goal oriented, Rachel is always looking for a new physical challenge and draws from experience making her a better coach. Rachel and her team at Results Fitness strive to be the best part of their members' day every day, achieving results, changing lives, and having fun while doing it. They are on a mission to "Change The Way Fitness Is Done."

Listen To Episode 040 As Rachel Uncovers
  • How Club operators can deal with overwhelm at the intersection of technology and fitness business operations
  • As a club operator why if you're not delegating, you're being selfish
  • Where to start if a club owner is feeling overwhelmed by depending on your core values
  • Understanding the new member orientation process and which category the client falls into:
    • Look better
    • Feel better
    • Perform better
  • Understanding the personality types of the new client: outgoing, introvert, ect
  • Why at Results Fitness, Rachel and her staff send clients an email breakdown of their heart rate training zones after each session or class
  • Why at Results Fitness, Rachel and her staff use handwritten cards and personally written emails for a higher level of service and client experience
  • How beyond giving a phenomenal workout experience, why a personality matrix to understand the type of communication a new member wants and what type of personality they have will create a loyal fitness customer
  • How Rachel uses Facebook to engage current members with "club bucks" and attract new members
  • How to use Facebook to increase the digital literacy of members 50+
  • Why Rachel specializes in working with women and communication in the fitness industry
  • Why heading into IHRSA with a game plan will be yield more success when researching and discovering new technology platforms for clubs
  • How Rachel transitioned from being a trainer to a business operator: what systems and change were involved
Top 3 Takeaways From The Show
  • Rachel reminds us that when it comes to fitness and technology, change is inevitable. It's part of growth and it's part of running a business. If you're not somebody who embraces change and who really wants to find a better way constantly then you're not going to be in business for too long.
  • The new member orientation process is pivotal in securing a long-term customer. Rachel believes that using a combination of personality typing and personalized communication via heart rate monitors, intimate emails sent after workouts, as well as speaking to the new member in the language they most understand will create a loyal customer who becomes an advocate for your fitness facility.
  • As successful club owners like Rachel take a deeper look into the technology solutions that are rapidly entering our space, it's not just about collecting data for data sake. What's most important is that we collect data with the primary intention of constantly improving and enriching the customer experience.
Power Quotes From Rachel

"If you're not delegating responsibility to your staff and trying to run everything on your own, you're actually keeping your team from stepping into roles that they can accel at and bring even more value to your company. When you choose to not let go and have your staff take over the roles they deserve, you're essentially being selfish as an operator." - Rachel Cosgrove on the Fitness + Technology Podcast

"Change is inevitable, it's part of growth and running a business. If you're not somebody who embraces change and who really wants to find a better way constantly, then you're not going to be in business for too long." - Rachel Cosgrove on the Fitness + Technology Podcast

"Members are craving personal connection now more than ever. If we ever start to get replaced by online trainers, artificial intelligence or an app, then the truth is we must elevate our game." - Rachel Cosgrove on the Fitness + Technology Podcast

Resources Mentioned From Rachel Thanks To Our Outstanding Sponsors
  • Bryan O'Rourke and his family of companies including Vedere Ventures, Integerus Advisors, and many more. If you are looking for unmatched guidance, capital, insights or a great speaker or facilitator, Bryan and his partners are the go to resource for your organization. To learn more visit bryankorourke.com
  • The Fitness Industry Technology Council, your non-profit resource for reliable technology information supported by forward looking brands who are seeking to drive increased technology adoption in the fitness industry. Make a difference and join FIT-C at fittechcouncil.org today
  • Check out Bryan and his partner Robert Dyer's recent book "9 Partnership Principles: A Story of Life Lessons" which is available now on Amazon.com

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AI Front Desk: Transforming Frontline Work With Brian Holmes

AI Front Desk: Transforming Frontline Work With Brian Holmes

In this episode of the Fitness + Technology Podcast, Bryan O'Rourke welcomes Brian Holmes, CEO and Founder of AI Front Desk. With hiring, training, and retaining frontline workers becoming increasingly challenging, AI Front Desk offers innovative artificial intelligence solutions that handle complex business tasks directly. By reducing dependence on traditional staffing models, the company helps streamline operations, improve efficiency, and minimize errors. Brian joins Bryan to discuss his company's approach and the practical impact these solutions are having across the industry. One Powerful Quote: 32:05: "Yes you can get to where you want to go. You just won't get there as fast as you want." 4-10 Bullet Points (w/ timestamps) - Highlighting key topics discussed: 2:47: Bryan opens the show by sharing Brian's entrepreneurial background. 8:42: Bryan asks Brian about the key lessons that led to the founding of AI Front Desk. 13:47: Bryan discusses the timeline behind launching AI Front Desk. 17:09: Brian addresses common misconceptions about agentic AI. 20:22: Brian outlines some of the core functions that AI Front Desk can perform. 25:33: Brian highlights the biggest challenges organizations face in adopting the technology. 31:20: Brian imparts his final pearls of wisdom to the listeners.  Bullet List of Resources: https://aifrontdesk.com/ Guest Contact Information: brian@aifrontdesk.com https://www.linkedin.com/in/brian-holmes-0a448566/ https://x.com/BrianAIFrontDsk https://www.bryankorourke.com/ https://www.linkedin.com/in/bryankorourke/ http://www.fittechcouncil.org/ https://www.youtube.com/user/bko61163

3 Nov 35min

Key Trends That Will Shape The Global Fitness Industry — Live from FitLife's Club Network Conference With Bryan O'Rourke

Key Trends That Will Shape The Global Fitness Industry — Live from FitLife's Club Network Conference With Bryan O'Rourke

In this episode of the Fitness + Technology Podcast, Bryan O'Rourke shares his keynote presentation delivered live at FitLife's Club Network Conference in Seattle. Bryan explores the key trends transforming the global fitness industry from rapid technological advancements to the evolving importance of human capital. He emphasizes why now is a pivotal moment for leaders to shape the future of fitness. To view Bryan's slide deck, go to: https://www.slideshare.net/slideshow/future-of-fitness-2025-fitlife-club-network-keynote-seattle-2025-bryan-orourke/283944575 One Powerful Quote: 16:54: "Clarity is a superpower." 4-10 Bullet Points (w/ timestamps) - Highlighting key topics discussed: 3:34: Bryan gives an introduction to the major trends shaping the fitness industry and their impact on its future direction. 17:38: Bryan shares the opportunities and challenges that will define the next five years in fitness and wellness. 18:48: Bryan discusses the capital and financial shifts in the marketplace. 27:02: Bryan speaks on bridging the digital and physical gap through humanized experiences. 37:06: Bryan talks about business models that are driving innovation in health and fitness services. 44:12: Bryan highlights what's real in understanding the technology and AI hype cycle. 56:46: Bryan explains why people and trust are the most valuable assets today. 1:06:50: Bryan summarizes how translating strategy into execution can lead to meaningful change. Bullet List of Resources: https://fitlifeclubs.com/ Guest Contact Information: https://www.bryankorourke.com/ https://www.linkedin.com/in/bryankorourke/ http://www.fittechcouncil.org/ https://www.youtube.com/user/bko61163

27 Okt 1h 12min

Exploring Integrative Coaching & Wellness Services With Chris Edwards

Exploring Integrative Coaching & Wellness Services With Chris Edwards

In this episode of the Fitness + Technology Podcast, host Bryan O'Rourke welcomes back Chris Edwards, Founder and CEO of TriCore Wellness. TriCore focuses on the integration of technology, health data, and professional coaching to deliver comprehensive wellness solutions for individuals, employees, and organizations. Chris joins Bryan to discuss his business model and share valuable insights on current trends in integrative coaching and wellness services. One Powerful Quote: 7:51: "You have to unlearn before you can relearn." 4-10 Bullet Points (w/ timestamps) - Highlighting key topics discussed: 3:23: Chris and Bryan discuss how TriCore supports fitness operators by identifying business challenges and creating solutions that drive opportunities. 10:07: Bryan and Chris talk about exploring the unique challenges and emerging opportunities in wellness service products. 12:57: Bryan and Chris talk about addressing the disconnect between traditional fitness education and the evolving needs and expectations of modern consumers. 15:53: Bryan asks Chris why there hasn't been a fresh perspective on identifying and addressing service gaps in the fitness industry. 20:11: Chris shares closing thoughts and actionable advice for listeners navigating the future of wellness services. Bullet List of Resources: https://tricorewellness.com/ Guest Contact Information: https://www.linkedin.com/in/chris-edwards-367094196/ https://www.bryankorourke.com/ https://www.linkedin.com/in/bryankorourke/ http://www.fittechcouncil.org/ https://www.youtube.com/user/bko61163

8 Sep 24min

Strategic Leadership & Growth at Life Time With Jeff Zwiefel

Strategic Leadership & Growth at Life Time With Jeff Zwiefel

In this episode of the Fitness + Technology Podcast, host Bryan O'Rourke sits down with Jeff Zwiefel, Executive Director of Longevity & Performance at Life Time. With over three decades of leadership in the health, fitness, and wellness industry, Jeff brings a wealth of experience in strategic planning, brand evolution, and operational excellence. As a key architect behind Life Time's transformation into a comprehensive healthy lifestyle company, Jeff shares his perspective on the future of wellness, the role of leadership in culture and innovation, and strategies for advancing health span and performance. Tune in for a powerful conversation filled with insights from one of the industry's most influential leaders. One Powerful Quote: 25:57: "We have two lives, and the second one begins when we realize we only have one." 4-10 Bullet Points (w/ timestamps) - Highlighting key topics discussed: 2:04: Bryan opens the conversation with an overview of Jeff's extensive background and career journey. 4:33: The discussion turns to market bifurcation, as Bryan asks Jeff about evolving consumer demands and value delivery. Jeff explains how Life Time has strategically scaled to meet these shifting dynamics. 8:46: Bryan and Jeff explore the role of customer personas and how these insights influence alignment across the entire organization. 11:54: Jeff highlights emerging trends in health and wellness and shares how Life Time is innovating to meet these demands through enhanced service offerings. 17:00: The conversation delves into biotechnology and its growing influence on extending health span and optimizing performance. 20:16: Jeff discusses how Life Time maintains a strong cultural foundation while operating at scale, emphasizing the importance of human connection in large organizations. 24:37: Jeff concludes with key takeaways and lasting insights for listeners, offering wisdom from his decades of leadership in the industry. Bullet List of Resources: https://jeffzwiefel.com/ https://www.lifetime.life/ https://hbr.org/2008/07/putting-the-service-profit-chain-to-work Guest Contact Information: https://www.linkedin.com/in/jeffzwiefel/ https://x.com/JeffZwiefel https://www.bryankorourke.com/ https://www.linkedin.com/in/bryankorourke/ http://www.fittechcouncil.org/ https://www.youtube.com/user/bko61163

4 Aug 29min

Driving Innovation In 3D Design Software With Richard Grönberg

Driving Innovation In 3D Design Software With Richard Grönberg

In this episode of the Fitness + Technology Podcast, host Bryan O'Rourke welcomes Richard Grönberg, Founder and CEO of ECDESIGN — a leading 3D interior design software that empowers sales professionals to quickly plan and visualize any space without the complexity of traditional CAD tools. With over 10,000 companies across 170 countries using the platform, ECDESIGN is transforming how fitness and commercial environments are imagined and brought to life. Tune in as Richard shares insights into the power of design, his business philosophy, and how intuitive planning tools are shaping the future of space visualization in the fitness industry. One Powerful Quote: 18:31: "There are no shortcuts." 4-10 Bullet Points (w/ timestamps) - Highlighting key topics discussed: 2:51: Bryan asks Richard about the origins of ECDESIGN and what inspired him to launch the business. 5:25: The conversation shifts to Swedish design and how it influenced Richard's journey into the fitness industry. 7:15: Richard explains how design expectations have evolved and what users now look for when using ECDESIGN. 8:26: Bryan and Richard explore how gaming principles have influenced modern design tools and the role of technology in that transformation. 13:21: Richard shares his approach to leadership, organizational management, and his core business philosophy. 16:20: Richard offers closing thoughts and shares key insights for listeners from his entrepreneurial experience. Bullet List of Resources: https://www.ecdesign.se/ Guest Contact Information: https://www.linkedin.com/in/richard-gronberg/ https://www.bryankorourke.com/ https://www.linkedin.com/in/bryankorourke/ http://www.fittechcouncil.org/ https://www.youtube.com/user/bko61163

1 Juli 20min

Accelerating Growth In Boutique Fitness With Julian Barnes

Accelerating Growth In Boutique Fitness With Julian Barnes

In this episode of the Fitness + Technology Podcast, host Bryan O'Rourke is joined by Julian Barnes, Co-Founder and CEO of The BFS Network, a market intelligence and growth accelerator for beauty, fitness, and self-care businesses. In his role, Julian serves as a strategic growth advisor, helping BFS members enhance profitability and scale smarter. With a background that includes marketing leadership roles at Velocity Sports Performance and Oasis Day Spa, Julian later co-founded Body Local, NYC's premier networking platform for wellness professionals. Today, he leads BFS, which supports business owners by offering collaborative learning, operational training, and access to high-impact products and services. Tune in as Bryan and Julian explore innovation and the evolving needs of the modern, boutique fitness business. For those who wish to purchase the full BFS Report, use Discount Code FIT-C for $50 off. One Powerful Quote: 38:10: "Focus on the one thing that's the most important thing to get you to the next milestone." 4-10 Bullet Points (w/ timestamps) - Highlighting key topics discussed: 1:41: Julian shares his personal journey and background in the fitness industry. 4:13: Julian talks about the lifecycle of boutique fitness and how the industry is evolving. 7:40: Bryan and Julian reflect on the origins of boutique fitness and the iconic brands that shaped the space. 13:50: Julian talks about boutique modalities and the renewed popularity of pilates. 22:59: Julian speaks about the convergence of fitness, recovery, longevity, and beauty. 27:51: Julian offers his perspective on the growing role of strength training. 30:22: Bryan and Julian discuss intermediaries, membership dynamics, and business models. 37:57: Julian imparts his pearls of wisdom to the listeners. Bullet List of Resources: https://bfsnetwork.com/ www.BFSReport.com https://www.slideshare.net/slideshow/the-rise-of-boutique-studio-fitness-concepts/66643673 Guest Contact Information: https://www.linkedin.com/in/julianabarnes/ https://www.bryankorourke.com/ https://www.linkedin.com/in/bryankorourke/ http://www.fittechcouncil.org/ https://www.youtube.com/user/bko61163

30 Juni 40min

OfferingTree: Building Trust and Tech For Wellness Pros With Eddie Arpin

OfferingTree: Building Trust and Tech For Wellness Pros With Eddie Arpin

In this episode of the Fitness + Technology Podcast, host Bryan O'Rourke is joined by Eddie Arpin, Co-Founder of OfferingTree, a comprehensive website, scheduling, and payment solution designed specifically for wellness professionals. OfferingTree empowers coaches, yoga instructors, personal trainers, mindfulness teachers, and other wellness practitioners by streamlining digital operations, so they can focus on delivering exceptional client experiences. In this conversation, Eddie shares the journey behind OfferingTree, his insights into the evolving needs of wellness professionals, and practical advice on building trust, improving client engagement, and leveraging digital tools effectively. One Powerful Quote: 16:06: "Trust is the most valuable commodity in the world now." 4-10 Bullet Points (w/ timestamps) - Highlighting key topics discussed: 2:47: Eddie shares his software background and the origins of OfferingTree. 5:24: Bryan and Eddie talk about common pain points for wellness professionals. 9:37: Bryan asks Eddie about the value and impact of SMS marketing. 12:26: Eddie goes into evolving trends in content strategy and SEO. 14:57: Eddie shares his thoughts on payment processing and earning customer trust. 17:14: Bryan and Eddie discuss why tech stack integration matters more than ever. 25:54: Bryan wraps up the interview with Eddie imparting his final pearls of wisdom. Bullet List of Resources: https://www.offeringtree.com/ https://www.edelman.com/trust/2025/trust-barometer Guest Contact Information: https://www.linkedin.com/in/eddiearpin/ https://x.com/fifth_eddie https://www.bryankorourke.com/ https://www.linkedin.com/in/bryankorourke/ http://www.fittechcouncil.org/ https://www.youtube.com/user/bko61163

21 Juni 30min

The Future of Fitness LIVE From Beyond Activ With Bryan O'Rourke

The Future of Fitness LIVE From Beyond Activ With Bryan O'Rourke

In this episode of the Fitness + Technology Podcast, Bryan O'Rourke shares his keynote, "The Key Trends Creating Opportunities and Challenges for the Global Fitness Industry in the Next 5 Years" live from Beyond Activ in Singapore. Bryan shares the spotlight for what's next for fitness across the globe — from emerging technologies and programming innovations to finance, business models, and the forces reshaping how to serve members and scale impact. Whether you lead a gym, studio, supplier brand, or digital platform, this talk is designed to challenge your thinking and equip you for what's ahead. To view the slideshow, go to: https://www.slideshare.net/slideshow/future-of-fitness-2025-keynote-bryan-orourke-beyond-activ-singapore-2025/280332550 One Powerful Quote: 7:41: "In a world deluged by irrelevant information, clarity is power." 4-10 Bullet Points (w/ timestamps) - Highlighting key topics discussed: 3:09: Bryan opens his keynote with "What if?" and the convergence of macro/micro trends. 7:47: Bryan talks about opportunities and challenges in the next 5 years. 11:31: Bryan articulates on business models as the mainstay configurations for fitness delivery. 15:40: Bryan speaks on biotechnologies and the new social constructs today. 17:40: Bryan defines leadership vision and the processes to execute on it. 19:09: Bryan recaps his presentation. Bullet List of Resources: https://beyondactiv.com/ Guest Contact Information: https://www.bryankorourke.com/ https://www.linkedin.com/in/bryankorourke/ http://www.fittechcouncil.org/ https://www.youtube.com/user/bko61163

10 Juni 22min

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