 Customer Service |
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How Customer Service Helps Gym and Fitness Owners
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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.
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Using Customer Service to Generate Incremental Revenue
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In my experience, sales and customer service roles within most small to mid-sized organizations tend to be defined as follows...
- Pre-Sale: The salesperson or sales team interacts with
potential clients during the business development process.
Communication occurs through prospecting, proposal writing, sales
presentations and negotiation. Sales team objective: revenue generation.
- Post-Sale:
A Customer Service Representative (CSR) or Client Services team assumes
the role of customer relationship management. Communication occurs
through training, help desk support, etc. Client service team
objective: customer service.
This business model is standard in many industries and has proven to
be a successful way to manage the sales and customer service functions
- but is it the best way to maximize revenue for your small business?
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How Important is On-Demand Customer Service to Your Small Business?
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I am constantly amazed by the fact that some companies don’t bother to respond to website information requests…acknowledge voice mails…reply to emails, etc. It’s safe to say that being totally ignored represents the extreme end of the (bad) service spectrum and very few will argue that “indifference” is not a good customer service strategy. But what constitutes reasonable or excellent service in today’s marketplace? When I research a product/service online, I find myself getting agitated if I don’t get a reply acknowledging my interest within the same business day. Are consumers more demanding today than in the past?
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A CRM Solution for Small Businesses
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Managing customers, conducting marketing campaigns and achieving timely follow-up on sales leads is a vital process that can overwhelm a small business. Keeping promises, storing correspondence, managing sales and being able to quickly determine the status of accounts is crucial to success. Having a single, integrated solution to accomplish all this makes the lives of small business people so much easier and more productive. Here is the perfect customer relationship management (CRM) solution for start-ups and small businesses.
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Rating: 0 out of 5?! How To Turn Negative Reviews Into Positives
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So you've checked out what other people are saying about your online store, and to your horror, there's a few negative reviews out there! Before you start an all out war on anyone who criticizes your ecommerce store, read on to find out how to transform negative customer reviews into positive feedback.
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