Upon entering a sushi or Japanese restaurant, you may be greeted by the chefs with the expression, Irasshaimase, which means Welcome, please come in. It is one of the reasons I love going out for sushi, and I eat a lot of it.
Whether you’re a personal trainer, a fitness club operator, or a yoga studio manager, you want to create that same special feeling when people enter your business’s door or even walk into a class that is being taught.
The policy at our personal training studio is very simple: Every trainer greets everyone. They do not pass a client without saying hello. If the client is leaving, they say goodbye. These greetings and salutations go a long way to making our clients feel at home in our gym, which is exactly the feeling we strive for.
The easiest way to provide killer customer service in your fitness business is to do more for your members.
Here are five quick and simple ways to amp up your customer service:
1. Offer Towel Service—Provide clients with workout towels and shower towels so they do not need to carry around a wet towel all day in their gym bag. If you do not have access to laundry services, you can brand the towels with your business logo and use the towels as promotions by giving them to new clients as a welcome gift. The towels will serve as additional advertising should your clients visit another gym.
2. Provide Online Appointment Scheduling—Your clients deserve quick access to your schedules so they can make changes and book the sessions that they want, when they want them. The great thing with using fitness software like Member Manager is that frees up your time from answering the phone or emailing people back and forth to book appointments. Online scheduling will end appointment errors (no more double-bookings), and keep your clients happy and in charge of their scheduling.
3. Run Internal Events and Contests—Contests and events can be easy to put together and fun for your clients and trainers. Track the number of steps and reward those that hit 10,000 steps a day, or use the elliptical and stair climbers to track against the elevation of mountains like Everest or Fuji. Internal competitions, contests, and events will keep your clients engaged and your trainers focused.
4. Host an Online Store—This is another double-purpose service offering, one that clients love and that you can use to generate more revenue for your fitness business. Sell your memberships, personal training sessions, your fitness gear, and even your events through an online store. Add your affiliate’s websites to this same store to generate even more revenue for your fitness business.
5. Spa-Up Your Bathrooms —Your clients are busy and need to get ready for a day of work or a night out. Provide soaps, shampoos, and accessories to transform your change room into a spa-like space. If you do this right, you can also sell these same products to your members by setting up distributor agreements with suppliers.
When you deliver superior customer service like this, you can use it as a competitive advantage to contend with other fitness gyms and studios, to justify your price points, and to promote additional revenue streams, all while making your existing clients raving fans of your fitness facility.