Is it entirely driven by a reaction…. The past decade has seen an incredible amount of change in our industry and one of the more obvious examples is the explosive rise of…. Our website uses cookies. By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms of this policy.
If you do not consent to the use of these cookies please disable them following the instructions in this Cookie Notice so that cookies from this website cannot be placed on your device.
Toggle navigation. The importance of great customer service: Positive interactions leave positive impressions. Reliability Some components contributing to the reliability of your business are accuracy, maintaining records of customer interactions and purchases and ensuring all promises are honored.
Accuracy Make sure tasks are done right the first time to avoid unmet expectations and service failure. Honor promises This ensures that customer expectations that have been intentionally set by your business or sometimes unintentionally are met.
Assurance Assurance comprises of elements such as communication, credibility and competence. Communication Communicate with members regularly and consistently, this is an area which many businesses fall short upon—yet is crucially important to keeping customers in the loop, providing consistent expectations, and building a strong customer relationship.
Credibility This is important not only to encourage customers to sign up to your club, but also enabling them to trust guidance given by staff. Tangibles This essentially includes all physical touchpoints a member is exposed to during any interaction with your club such as: The facility Cleanliness of all areas, such as the car park, reception, workout area, and bathrooms. Equipment It should be well maintained and of a high quality where possible as this will reflect upon your brand.
Empathy Courtesy Staff should be friendly and approachable if a member has questions or queries related to your club and having someone always at-the-ready for when a new customer walks through the door is also important to increase the rate in which prospects are converted into paying customers.
Access Convenient access for members to sign up for classes and personal trainer sessions can help improve their experience with your club, but also increase member engagement and attendance rates.
Understanding As with anything in life, things will come up and plans will be difficult to keep—especially in the current circumstances.
Responsiveness Reduce pain points as they arise From signing up to regular day-to-day use, pain points should be eliminated as best as possible to ensure the most positive club experience as possible. Response time Reply promptly to emails and contact form inquiries sent through your website, this will not only provide a better quality of service but also positively affect your lead conversion rate.
Personnel Members should also be able to contact your club with queries in person at the club or other channels such as phone, email or social media when needed—staff should be trained on how to deal with common inquiries to improve the member experience.
What's Your Point of Difference? The 'New' Segmented Health Club Market Has anyone else noticed how much the health club market has changed over the last couple of years? Are minimum term contracts costing your gym big money? Previous blog. GymMaster Blog. Next blog. Try Now. I Accept Cookies. Would you like us to transfer you to the Japanese Page? Do whatever it takes to make the connection for your team that your members are their paycheck.
If your team recognizes they have an important role to play in your member retention, they will be a powerful asset. Customer service is always better when people are empowered to make decisions and own issues. Company founder, Tony Hsieh, believes team members responsible for customer service should be able to make independent decisions. Some of the stories told in his book, Delivering Happiness: A Path to Profits, Passion, and Purpose , provide a look into how this works.
For instance:. You can also reward employees who look for ways to innovate and streamline processes to make things easier for your members. Offering a small bonus for good ideas you implement will keep your team thinking creatively and your members at your gym.
Long ago I worked for a company that advised employees never to say sorry or indicate that a mistake might have been made. I shake my head at that now. People value honesty and transparency, even when an organization is clearly in the wrong. Establishing trust by being honest solidifies relationships and improves retention.
When a mistake has been made, urgency should be placed on working to solve issues quickly and then learning from mistakes. Thank them often for choosing your fitness business. My favorite take-away from business school is this: what gets measured gets managed. The rest of them simply take their business elsewhere. So if retention matters to you, a simple quarterly survey will be worth its weight in gold.
Once you and your team have made great service a foundation of your business, there are always ways to go beyond the basics to truly delight your members. Nurturing and building those relationships will lead to loyalty, repeat business, recommendations and in some cases, even friendship.
What does a personal trainer do? The Training Plan outlines the objectives, needs, strategy, and curriculum to be addressed when training users on the new or enhanced information system. This information includes the format of the training program, the list of topics to be covered, materials, time, space requirements, and proposed schedules.
Begin typing your search term above and press enter to search. Press ESC to cancel. Skip to content Home Why is it important for your client to take personal responsibility for their own fitness? Ben Davis May 23,
0コメント