FREQUENTLY ASKED QUESTIONS
1 on 1 fitness coaching @ BurnCal

Are these 1:1 live sessions with the coach?


No, the sessions are not generally live. When you workout, you get your personalized guided workout videos, programmed by your coach in the BurnCal app. The BurnCal app interface is designed to give you a seamless workout experience. The first session is LIVE with the coach so that they understand your lifestyle and fitness goals, based on which they program your workout and nutrition plan.




How does the coach know if I am working out or not?


Your workout plan is accessible only via the BurnCal app. During the workout, you have to keep the app open and perform the exercises in a sequential manner as highlighted in the app. Based on your app usage data, the coach knows whether you did a workout or not.




How do I communicate with the coach daily? How many interactions can I have with the coach during the program?


There is no limit on the number of interactions you can have with your coach. WhatsApp is the primary mode of communication. The coaches are very responsive on WhatsApp (the average response time is less than 60 minutes). You can even schedule a call with your coach using a calendly link, wherein you can block a 15-30 min slot on their calendar when they are available. There is one compulsory call in a week, which the coach initiates from their end to discuss your weekly progress.




Do the coach modify/change my workout and nutrition program from time to time?


Yes, the coach prepares a weekly plan which gets modified every single week based on your progress and feedback from the previous week.




Will I get to select the coach myself? What is the basis of assigning the coach?


We will match you with the right coach based on the initial information we get from you. We want to ensure that you get the right coach that will help you reach your fitness goals. We don't guarantee a particular coach however we can take your preference and try to match you with them.




Can I get an offline coach from BurnCal?


No, we only give access to elite fitness coaches ONLINE.




Does BurnCal take responsibility if I get injured while working out?


No, we do not take responsibility for any/all injuries or damages that may happen during your workout or as a result of it. We encourage you to be mindful of your personal limits and to exercise without too many distractions on the right kind of surface, ensuring you're in a safe environment. Our coaches will ensure that they don't give you a plan that's beyond your physical capacity; but the ultimate responsibility for your personal wellbeing remains with you.





Workout and nutrition Format

new customers and profitability

How do we find more customers?


There are many ways to gaining new customers. For example, you could enter a new market by expanding regionally, focus more on new type of customers to sell to, or introduce new products or services that give you different customers you never dealt with before. Alternatively, you might want to improve your customer experience to a level that generates strong word of mouth and attract more customers. The question is: Which way is the most practical and most beneficial for your business?




How can we be more profitable?


There are more than 20 profit-generating models. Companies that know how to reinvent their performance through business design thinking can increase their profit margins while their competitors are decreasing theirs. Many global giants such as GE, Disney and others do exactly that throughout their journeys, but this is not exclusive to large corporations. In fact, SMBs are more flexible and can adapt much faster. The road to real and sustainable profitability lies in deeply understanding the customer. The kicker is that 81% of companies say they know who their key customers are and what they truly need and want, but only 37% of consumers say their favourite retailer understands them (IBM Commerce).




Our competition keep doing promos. How can we beat them?


Most companies in any retail category in Kuwait have this dominos effect behaviour. One company goes on sale and the rest follows like clockwork. If you go on sale because your competition is, we have news for you: you are NOT running your company, they are. It might feel uncomfortable to take a different path sometimes, but if done right, it’s far more beneficial. And if it makes sense to go on sale, then do it right. There are about nine different ways of running promos and the Kuwaiti market uses only about three or four of them. You can do much better.





keeping customers

How can we improve customer loyalty?


Unless your brand offers services or products that connect with people on a very deep emotional level (think how football fans feel about their favourite club) customer loyalty is a myth. Most customers stay with a brand as long as it fits their needs in ways that satisfy their standards. Figuring out who your services or products fit the most is half the solution. How to keep them engaged –not loyal– is the other half of it.




Other than poor service, why do customers leave?


Research shows that 80% of businesses believe that they're offering a great customer experience. Only 10% of their customers agree (Bain & Co). Companies lose only 5% of their customers to competitors. They lose 68% because they don’t show their customers enough interest to keep them. You can see the pattern of how most companies are not genuinely centred around their key customers, don't you? Of course, some customers like to go for the latest trends regardless. Is this the dominating behaviour of your key customers?




Isn’t customer satisfaction enough to know that we’re on track?


Shortest answer? No, it isn’t. Customers may be satisfied by the brand they purchase from but that doesn't stop them from exploring what's new by others because they're curious, bored or following the latest trend in the market. The challenge is switching your satisfied customers to delighted customers who act as natural believers and promoters for the brand. Also, if you're familiar with Net Promoter Score (NPS), this is not a true indicator either because between what a customer would do and has actually done there's often a gap.





growing the business

How do I know if our targets are too high or too low?


If you're hitting every target quarter by quarter, you're either hiring too many people in sales to reach the company targets, or you can guide the current team to achieve better results. Targets should be challenging. However, if you're struggling every month to reach your goals and you can't, either your employees are not the right fit or your targets are unrealistic. It's important to mention though that not all targets are financial, which means that while you're reaching your sales targets it doesn't mean that your achieving other business objectives. The question now becomes: How do you set the key business targets (both financial and non-financial) for your brand?




How can knightscapital help us grow?


The solution we offer depends on the challenge you have. It's quite common that we're presented with what appears to be the problem, but we quickly discover that it's only a symptom to a problem rather than the problem itself. We can work with you on many levels to depending on how much time and budget you have. While co-developing your strategic plans requires investments in the thousands, a single strategic business therapy (SBT) session is only KD100 and the first one is free anyway. One thing you can count on, we will guide you with practical insights in a straightforward way that’s engaging, simple to understand and to the highest international standards.




Other than profit, how can business growth be defined?


It depends on your definition of success. It’s been attributed to Henry Ford that he once said, “A business that makes nothing but money is a poor business.” Some companies believe in taking care of their employees, customers and service providers (a.k.a. suppliers) beyond the minimum legal obligations. Others get involved with society to help solve real issues. So if making millions is your only benchmark for growth, then that’s your only definition of success. Your definition of success comes from how you define your brand.





management challenges

How do I deal with inexperienced board members?


Over 80% of the Middle East businesses are either family-run or family controlled (PWC). This means that it is quite common to find yourself dealing with inexperienced board members who have inherited the business without much strategic understanding. All board members want maximum return on investment. Many of them are not comfortable with change or with taking risks. But these are not bad qualities. They are just constraints that require a careful balance between knowing how to master the art of persuasion and being the right person for the challenge. Easy? No. Doable? In most cases, yes. If you’re in it for the long term, learning meditation techniques can be quite helpful.




How can you empower employees when they have limited skills?


You don’t. But are they with limited skills or simply in positions that don’t fit their strong skills? Many companies in Kuwait either don’t know how to choose the right talent or avoid paying the right package for the right talent. Companies that increase their number of talented managers and double the rate of engaged employees achieve, on average, 147% higher earnings per share than their competition (Gallup). Working with talented people is more fun, more rewarding and more relaxing. No need to chase them for deadlines, teach them basics, and definitely, no need to micromanage.




Our family business is profitable and we don’t do what’s addressed here. Why all the fuss?


Only 30% of all family-owned businesses survive into the second generation. Hardly 12% will still be viable into the third generation (Family Business Alliance). Your financial success could be caused by several possibilities: You are in fact doing the right things subconsciously in a natural unplanned way; you are in a rare monopoly condition; or you are in a commodity business and your customers find your business good enough for now. Either way, customers needs and market conditions change. Your business will face serious difficulties and its longevity will be tested. If you want to build a business that generates more profit than what you are achieving today and one as such that you can successfully handover to the next generation, you need to be strategic in your thinking and performance.





building the brand

What’s the big deal really about having a brand vision?


If you were asked you to take your car and drive, chances are your first question will be, ‘Where should I go?’ And most likely, the next thing you would want to know is the reason ‘why’ you were given this destination. Unlike computers, which only need electricity and an Internet connection to function at full capacity, human beings need to understand the context, to be convinced, and to be motivated; only then they could move mountains. But even having a vision is not enough. An unshared vision comes across as hallucination of the boss. So remember, a brand vision itself is useless if not shared.




How can we (re)define our brand strategically?


In brand building there’s a roadmap that guides you to define milestones from the big business idea to what makes it different to the customers experiences journeys. These are key questions to be asked and thought of at each stage. Note: If you’re thinking now, ‘Yes, but this is a bit theoretical’, please remember that we’ve been in the Kuwaiti market since 1995 and we’ve witnessed companies that made nothing but money, for awhile, and eventually, they shut down or never grew to their true potential. Bottomline, you can’t stand out from others without first figuring out who you are.




Our family business is profitable and we don’t do what’s addressed here. Why all the fuss?


Only 30% of all family-owned businesses survive into the second generation. Hardly 12% will still be viable into the third generation (Family Business Alliance). Your financial success could be caused by several possibilities: You are in fact doing the right things subconsciously in a natural unplanned way; you are in a rare monopoly condition; or you are in a commodity business and your customers find your business good enough for now. Either way, customers needs and market conditions change. Your business will face serious difficulties and its longevity will be tested. If you want to build a business that generates more profit than what you are achieving today and one as such that you can successfully handover to the next generation, you need to be strategic in your thinking and performance.





Payments and Cancellation

What happens after I make the payment? When and how will the coach reach out to me post-payment?


The coach will reach out to you within 48 hours of making payment. The primary mode of communication is WhatsApp.




Is there a referral program?


Yes, there is a referral program that can be accessed from the app. The person who makes the referral gets a 1-week extension on their fitness membership, and the person being referred gets INR 750 off on their first month's membership.




I have a coupon code, how do I redeem it?


When you go to our payment page, you will find an option to 'Add code'. Please use that to enter your valid code.




Can I pause my membership?


Yes, in case of a genuine emergency, we allow our members to pause their membership for a maximum of 7 days in case of a 1-month membership, 15 days in case of a 3-month membership, and 30 days in case of a 6-month membership.





Onboarding and Memberships

What happens after I make the payment? When and how will the coach reach out to me post-payment?


The coach will reach out to you within 48 hours of making payment. The primary mode of communication is WhatsApp.




Is there a referral program?


Yes, there is a referral program that can be accessed from the app. The person who makes the referral gets a 1-week extension on their fitness membership, and the person being referred gets INR 750 off on their first month's membership.




I have a coupon code, how do I redeem it?


When you go to our payment page, you will find an option to 'Add code'. Please use that to enter your valid code.




Can I pause my membership?


Yes, in case of a genuine emergency, we allow our members to pause their membership for a maximum of 7 days in case of a 1-month membership, 15 days in case of a 3-month membership, and 30 days in case of a 6-month membership.





BurnCal Coaches

What happens after I make the payment? When and how will the coach reach out to me post-payment?


The coach will reach out to you within 48 hours of making payment. The primary mode of communication is WhatsApp.




Is there a referral program?


Yes, there is a referral program that can be accessed from the app. The person who makes the referral gets a 1-week extension on their fitness membership, and the person being referred gets INR 750 off on their first month's membership.




I have a coupon code, how do I redeem it?


When you go to our payment page, you will find an option to 'Add code'. Please use that to enter your valid code.




Can I pause my membership?


Yes, in case of a genuine emergency, we allow our members to pause their membership for a maximum of 7 days in case of a 1-month membership, 15 days in case of a 3-month membership, and 30 days in case of a 6-month membership.