---
title: "Process, people, product"
description: "Three-part structure of the retention system."
canonical: https://tomsharman.com/bookshelf/gym-launch-secrets/process-people-product/
updated: 2026-11-03
---

# Process, people, product

> Three-part structure of the retention system.

Alex Hormozi's framework, from Gym Launch Secrets, pp. 239 to 246.

Framework 16 of 33 from [Gym Launch Secrets](https://tomsharman.com/bookshelf/gym-launch-secrets/index.md) by Alex Hormozi. Category: Systems and operations.

## The steps

1. **Process.** How to treat customers: ideal customer life cycle and the five horsemen.
2. **People.** How to treat employees: structure, communication cycles and five things per role.
3. **Product.** How to have amazing sessions: trainer motivation and session structure.

## Where it comes from

From chapter: Chapter 14, How Retention Multiplies Revenue, pp. 239–246

## The animation

24 seconds, 4:5, no sound.

- MP4: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/gym-launch-secrets/process-people-product.mp4
- MP4, dark: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/gym-launch-secrets/process-people-product-dark.mp4
- Still: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/gym-launch-secrets/process-people-product.png
- Still, dark: https://tomsharman-downloads-006143767029.s3.eu-north-1.amazonaws.com/downloads/bookshelf/gym-launch-secrets/process-people-product-dark.png