Any successful business knows how vital customer service is to its reputation. The power of word of mouth, especially in the digital age, has created more visibility from even further away. The image, brand, and esteem of a business needs to be in tip top shape. Fitness professionals are no different and held to these same rigorous standards.
If you can uphold these expectations, you are rewarded with higher paying clients. Esteban Kolsky of ThinkJar reports that 55% of consumers are willing to pay more for a guaranteed good experience. Happy customers with positive experiences will share it with six or more people. On the other hand, be weary of those not so happy folks… frustrated customers tell 15 or more people. That is why customer satisfaction is crucial.
But what exactly goes into exceptional care? What turns customers into raving fans?
Once you’ve successfully got your prospects into the studio, then it’s all about WOWing them in three areas – Service, Experience and Relationship,
advises Clint Barr, a leading coach that assists fitness studio owners to lead a life of freedom and abundance.
Service
Your offering is the meat, the heart of your business. Your services must be knowledgeable, accessible, unique, and most importantly, effective. This means every trainer should be highly qualified to meet the needs of clients and constantly be learning new techniques to get the best results.
Experience
Hinging on your top notch service, people more than anything remember how they feel. When coaching clients, remember their experience starts as soon as they walk into the door. All amenities should be dazzlingly perfect. Staff should be friendly, professional, and noticeably helpful. Flow of customers and equipment usage should be managed exceptionally for a seamless impression.
Relationships
Health and fitness are the most personal, vulnerable aspects of yourself. You’re entrusting a fitness studio and its trainers to take care of your vitality. By cultivating deep and meaningful relationships with clients you demonstrate true commitment. When clients feel that sense of commitment, they are willing to invest their time, money and energy into you because they value your offering. Cherish your relationships and go above and beyond to serve your clients, this will ensure success for everyone.
Naamly prides itself on helping you provide exceptional customer care to your clients. See how we put these simple principles into action.