How Customer Service Helps Gym and Fitness Owners
http://www.ducttapemarketing.com/article/articles/834/1/How-Customer-Service-Helps-Gym-and-Fitness-Owners/Page1.html
Drew Stevens PhD
Drew Stevens PhD is known as the Sales Strategist. Drew assists organizations to dramatically accelerate business growth. He is the author of seven books including Split Second Selling and Split Second Customer Service and Little Book of Hope and is frequently called on the media for his expertise. Drew was recently nominated as one of 50 Top Sales Experts. Download a FREE copy of Drew’s White Paper on “Selling Effectiveness” or “Business Building” e-book at http://www.drewstevensconsulting.com/freestuff By Drew Stevens PhD
Published on 11/6/2008
After a recent teleseminar, a participant requested information about motivating his fitness trainers. Apparently, when members arrived, his trainers offered little appreciation of them. Members felt they were more of an intrusion than an asset.
I encouraged the owner to develop his staff. If your gymnasium has similar issues, here are four methods of assistance.
1. Hiring is a key success factor. Even if you pay them more, it is imperative to hire the best people for particular positions. Do not sacrifice on this issue. Personnel are the linchpin between members and utility bills. Review your staff and ensure you have the proper people in the proper positions.
2. Customer Focus. Peter Drucker’s famous quote, “A business exists for one reason—the customer” is paramount in the fitness business. If the mission and vision is to alter the lives of others, it is not rocket science not to lose focus. However, many gyms do. All personnel must maintain focus on the client with eye contact, relationships, telephone inquiries, etc. Anything and everything the fitness center does must revolve around the customer.
3. Customer Loyalty. Develop your staff; ensure they understand the importance of proper customer service. Provide foundational customer service skills such as smiling, telephone replies, relationships with clients, service to clients, and focus groups. Ensure your staff knows that failure to conform to customer service principles can result in member loss and fitness center closure.
4. Reward Programs. Reward those who set and establish best practices. Employees love recognition. Let them know you appreciate customer service efforts. Perhaps the best performers will encourage others to do so.
2008. Drew J. Stevens. All rights reserved.
I encouraged the owner to develop his staff. If your gymnasium has similar issues, here are four methods of assistance.
1. Hiring is a key success factor. Even if you pay them more, it is imperative to hire the best people for particular positions. Do not sacrifice on this issue. Personnel are the linchpin between members and utility bills. Review your staff and ensure you have the proper people in the proper positions.
2. Customer Focus. Peter Drucker’s famous quote, “A business exists for one reason—the customer” is paramount in the fitness business. If the mission and vision is to alter the lives of others, it is not rocket science not to lose focus. However, many gyms do. All personnel must maintain focus on the client with eye contact, relationships, telephone inquiries, etc. Anything and everything the fitness center does must revolve around the customer.
3. Customer Loyalty. Develop your staff; ensure they understand the importance of proper customer service. Provide foundational customer service skills such as smiling, telephone replies, relationships with clients, service to clients, and focus groups. Ensure your staff knows that failure to conform to customer service principles can result in member loss and fitness center closure.
4. Reward Programs. Reward those who set and establish best practices. Employees love recognition. Let them know you appreciate customer service efforts. Perhaps the best performers will encourage others to do so.
2008. Drew J. Stevens. All rights reserved.