In all saturated industries like cafes. hairdressers, real estate and FITNESS, it’s exciting for me to read when a new consumer study confirm that 55% of people are still willing to pay for a product or service with a guaranteed good experience and that world’s BEST BRANDS now consider the ‘customer experience’ now more important than ever to beat the competition.
Here are the best customer service strategies to help you stand out
Be first in line to welcome & MEMORISE names
When a potential member comes in to check out your fitness studio for the first time, it is a must that you give them exceptional service. Smile, show them around, pay a genuine interest in what they need and make an effort to learn their name. If they do buy in, make sure you continue to give them that same level of attention each time they come into the gym for a workout. After class, check in with them again. See how their workout was, ask how they feel after the session, and make them feel like a rockstar.
These may seem like little things, but they make your gym stand out because it builds a more personal relationship and makes your members feel important. And, ultimately, you want walk in leads to buy a membership.
Make a birthday calendar
While your members are already having a great experience at your gym, go the extra mile by making their birthdays extra special. Some ideas to give them an awesome experience they won’t forget:
Give them a birthday card signed by all staff members with a personal message wishing them a happy birthday.
Put on your best “Happy Birthday” concert for them at the end of class, and invite everyone in the class to sing along or record a 20 second personalised video message if they are not at the gym so they so they can show their friends and family.
Surprise them with a special treat, like blowing out a candle on a cheat day cupcake
Give them a free pass to attend a special class or to bring in a friend on their next workout. They’ll appreciate that you remembered and took the time to celebrate them.
Encourage Feedback and learn from it
Whenever you get a great review OR any other type of criticism from your audience, be open to their suggestions. Any kind of feedback is valuable. View it as a chance to make your gym even better.
If you get a negative review that is constructive feedback, share it with your staff and brainstorm ways to get better as a business. On the flip side, openly share the positive reviews, so the team feel appreciated for the great job they’re doing.
Respond to online Reviews
Remember, online reviews can make or break a business.
When you address complaints, it is a good way of showing that you are responsive to what people are saying about you and your gym . If you don’t respond, people will think that you don’t take their opinions seriously. Remember, when someone leaves an online review, anyone who looks you up can see it, so make sure that you respond quickly and politely, and not just for negative reviews. When someone leaves a positive comment, thank them and make sure to let them know that you appreciate them taking the time to leave a review.
Setting up a reward system is a great way to show your members how much you appreciate and care about them. Here are a few ways to do it:
Set up a referral program. When a paying member refers someone and that person signs up for a membership, offer both of them a reward like a free t-shirt or a discount for one month.
Reward bulk purchases with free training passes. For example, offer 1 free personal training session for every 10 sessions that they purchase. This will motivate people to continue to buy more training sessions.
Offer a 10% discount on branded merchandise if they spend more than $50 or a $5 gift card off their next purchase. This will incentivise people to purchase again soon.
Keep your Staff on their Toes
Your trainers and staff play a crucial role in the overall gym experience that your members have when they come to your studio.
If one of your trainers is unfriendly, doesn’t teach great classes, or doesn’t have good customer service skills, members are going to think negatively not just about the instructor, but about your entire studio. That is why it’s super important that all of your staff members are trained and know how to provide exceptional service. In fact, your staff must be involved in all of the other points listed in this here. So when you initially hire a new instructor, include customer service as part of their training. It also helps to discuss ‘customer service’ in team meetings and performance reviews on a regular basis to make sure that you are all on the same page.