EXCEPTIONAL CUSTOMER SERVICE 🤲🏽 Although this seems obvious for businesses, many seem to fall short… go above and beyond, ensure the customers remembers you for this❗️ -Memorize and greet each member by their name -Ask questions and learn about their personal lives… Make this connection personal, not just business. -Ask them how their day is going -Follow up with members the following day and see how they’re feeling (sore, pain, eating enough, drinking enough water) -Make time for every new member to personally give them a tour of your business and make a full connection. Make them feel welcomed. -Additionally, make your existing members feel special as well… Give exclusive discounts or freebies to your loyal members.
HAVE A GREAT SALES PROCESS 🏷 -It’s important to have a dedicated sales person on your team–this person must be great a communication and building relationships. -Improve your close rate by mastering sales–become an expert❗️ -Get Educated–books and YouTube videos is a great place to start when it comes to learning sales. This is a cost-effective way to start educating yourself. -Get Automated–Have an automated follow up system in place to help with timely follow ups with leads. Have a CRM in place to automatically have email or text follow ups. -Reach Out–Even though follow up emails and texts are a great tool; nothing replaces personal contact. —Reach out to potential clients via phone call to schedule their first appointment. The sooner you reach out, the higher your chances are of closing the sale.
BUILD A TEAM OF FIGHTER JETS ✈️ -Your employees play a key role in your business’ customer service retention. Hire and develop individuals who are in alignment with your mission and business goals. Your team should give your customers a great experience every time. ⭐️Hiring Your Amazing Team – Give them a personality test, such as a HEXACO or DISC assessment. Their communication and behavior styles should be in alignment with the qualities you look for in the role they are going to fill. – Ask tough questions during their interview… The purpose of this test is to find out how they think and handle situations. – Have them do a test to see how well they perform in their roll. You can also have them interview with a second person within the business in addition to yourself. ⭐️Teach Them – Invest time in your top performers and provide them with the needed resources so they can continue to learn and grow. ⭐️Get Them Involved – Send them to conferences, provide access to books, webinars, podcasts, masterminds so that they stay ahead of the competition. ⭐️Their Importance – Your team is just as important to your business as your customers are… treat them well and provide them with the tools they need to grow personally and professionally. Hire slow, Fire fast❗️
CELEBRATE YOUR MEMBERS 🎉 -Celebrating special life events such as birthdays or accomplishments is a nice way to show your appreciation care for your members. -Personalize birthday cards by having them signed by the entire team (all classes/sessions). Give it to them in person if possible… if not, mail it to them. -Have the team, the class time slot they in, sing “Happy Birthday” and include a special treat or gift card. -If members attain a goal which you had set for them, make sure it doesn’t go unnoticed. This will encourage them to push harder towards future goals. -Highlight members publicly within your facility. Have a bulletin board up which will show birthdays and goals. -Make your members feel like family, not just a client❗️
RESPOND TO REVIEWS 📝 -Your business’ online reviews affect a potential customer’s buying decision… about 60% of consumers visit the Facebook page prior to visiting your brick-and-mortar store. -Not only are potential customers reading the reviews but also reading how you are responding to them. Reply to all comments, both positive and negative, in a timely manner. -Handle negative reviews in a professional manner… DO NOT and I repeat, DO NOT argue with the person who left the negative review. -The customer is always right, and a negative review is a learning opportunity for you. This is an opportunity for you to regain their business. -Share the reviews with your team members. Enlighten them on the positive reviews and let them know what they’re doing great at. Use the negative reviews to let them know where they could improve.
HOST SPECIAL EVENTS 🎟 -Hosting events allow the members to get to know each, learn more about your business and also bring friends and family to the event. Host special gatherings a few times a year… -Host events based around holidays or for the anniversary of the business. Include games, music, drinks/food, and of course prizes. Use this time to have fun and to learn more about your members. -Host clinics and educational sessions… this will be an opportunity to provide your members with value and knowledge about a topic. This is a great time to partner with other local businesses. Open this opportunity up to the community, not just members. -Hold challenges throughout the year… this will help keep members motivated and engaged. It will also help you attract new members as these challenges should be low barrier offers that have a short-term goal. Also, those who want to participate to bring a friend or family member with them.
GIVE BACK 🤲🏽 -Statistics show that people are more likely to trust a brand if they support a social cause. -Partner up with a charity or organization, find a way for your business to give back. -Make a difference within your community, your customers will definitely notice and will also support your movement. Ways of giving back… – Partner with Causely, an organization which generates referrals for businesses while supporting a non-profit organization. Every time someone checks-in to your business, Causely will make a donation to a non-profit organization. – Volunteer or partner up with a local organization. – Hold a canned/non-perishable food drive. Donate them to a local food bank. – Sell clothing with your business name or logo on them. Donate all or a portion of the proceeds to a organization of your choice. -Individuals love the feeling of giving back, so getting the participation or buy-in from your members will be very easy.
LISTEN TO YOUR MEMBERS 🎧 Give your members what they want… ask and delivery to their needs. Extra perks and amenities will help you stand out from your competition. Provide value and convenience to your members… – Facebook group for members only – Showers in a studio – Towels – Equipment rental, such as yoga mats or bike shoes for spin studios. – A referral program… give incentives like discounts, gear, or free passes when a member refers a friend/family member. – A stamp card You current members are your priority, so show them❗
EXTRA ENCOURAGEMENT ➰ -Encourage your members with more than just fitness. -Nutritional planning and guidance are a great way to provide additional encouragement and accountability. -Provide bi-weekly measurements and physical assessments to members. Give them something besides the scale to gauge their results. -Sit down with each member, learn about their habits. Create a plan specifically designed around their current state and their habits. This isn’t just about physical looks but also how they feel inside.
