customer service

Exceptional Customer Service – Every Time

Posted by on February 20, 2020 at 8:10 am

Hopefully January and February have brought in new clients, brought back old clients and your current clients have renewed motivation to be fit and healthy. Now, lets keep them coming back to your fitness business all year long! One of the most important actions you and your staff can take is to ensure exceptional customer service….every single time your clients walk through your doors!

Remind your customer service reps and your staff that their #1 responsibility during their shift is to exceed customer expectations. They should go out of their way to help clients. Do what they can to service them. Take initiative to take care of them.

Customer Service is all about the small stuff – the attention to details. 

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Clients Will Love You and Exercise – Try This!

Posted by on October 13, 2019 at 7:57 pm

Do you know what our biggest problem is? It is probably your biggest problem too.

THE MAJORITY OF PEOPLE DO NOT LIKE TO EXERCISE!

The biggest problem working in the fitness industry is that we are offering a product that most people hate. So each and every one of us has to do whatever we can to make the experience as enjoyable as we possibly can.

We have to be in the business of getting our members and clients to really us, enjoy being around us, enjoy our environment and how they feel every time they come to our facilities.

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Cancellations Without Stress – 4 Simple Steps

Posted by on August 27, 2019 at 8:56 am

Cancellation policies can be tricky, but with the correct approach they don’t have to mean lost revenue and they don’t have to mean upset clients.

The following simple steps help us avoid most of the issues that can arise when a client cancels after our predefined cancellation deadline (24hrs). This can work for you too!

Step 1: Proactive CSRs (Customer Service Representatives)

Whenever booking an appointment, always remind clients, “If, for whatever reason, you need to reschedule please give us 24 hours notice so we can schedule someone else into that time slot”. This will regularly remind them of the importance of advance notice and the value of your time and that you have a policy in place.

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Going Outside With Clients? Play It Safe.

Posted by on June 5, 2018 at 10:34 am

It is that time of year when many personal trainers and group exercise instructors start taking their clients outside for workouts. Clients love getting the fresh air and trainers can keep things interesting with TONS of new exercises and adventures in the great outdoors. We have a couple protocols when it comes to bringing clients away from the studio for workouts and I recent sent them this email as a reminder:

“Great weather has arrived in the Pacific Northwest and many of you want to take your clients outside for workouts. I love that! Read more on Going Outside With Clients? Play It Safe….

Your Client’s Wish List

Posted by on December 12, 2017 at 6:44 pm

Fit Pro friends! Send this list of gift ideas to your clients. They can pass it on to their loved ones. People who exercise regularly are the easiest to buy for because there is always some type of new gadget or the latest and greatest workout gear that they need. Plus even if they already have it, sometimes they get used so much and/or get so stinky, that they will need to upgrade.

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Partner Training – Tips For Clients

Posted by on March 30, 2016 at 8:54 pm

upper cut

Hopefully you have some partner/team training time slots/clients on your personal training calendar. If you do, send these tips on how to be a solid workout buddy to your clients! Show them that you are thinking of them!

Make The Commitment

Decide on the day(s) and time(s) both of you will commit to training together. You don’t want to have to decide when the next training workout will be at each workout – make it simple and easy so you both know the exact day(s) and time(s) each week. It’s not that you can’t be flexible and adjust if needed but you don’t want to have to spend a lot of time reviewing each other’s schedule each week to determine when you can find the time. Read more on Partner Training – Tips For Clients…

2016 Fitness Business Pep Rally

Posted by on January 27, 2016 at 8:11 pm

11219519_10153477987408607_7624280954943377430_n2Here’s some tips to ensure you set the stage for an incredible 2016.  Think of this as a 2016 Fitness Business Pep Rally! Share with your team….

Be at Your Best:

Well, as a fitness professional, we expect that year-round, right?! But it’s even more important in the beginning of the year. You can’t afford to be away or sick – your clients and classes need you! So get lots of good sleep, eat well (lots of fruits and veggies) drink lots of water and take your Vit C or Echinacea if you’re feeling run-down. Put your game-face on no matter what is going on – you need to be positive, energetic and customer-service oriented. It’s show time! Read more on 2016 Fitness Business Pep Rally…

Client Fitness Assessment Month

Posted by on January 6, 2016 at 8:19 pm

DSC02801Can you believe 2016 is here!  As you know, January is a great time of year to recharge your clients programs to set a game plan for the new year.  No matter what our client’s goals may be, it is necessary to have a solid way of how to best track their progress.  January at Northwest Personal Training is our client fitness assessment month. We will be conducting these fitness assessments in both group training classes and personal training sessions. We have specific assessment forms for both group training clients and personal training clients. (Want more forms? Want to get your business organized? You can have the system I created and use everyday at our studio….and use it to run your fitness business. Check out the Business of Personal Training System.)

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Happy Birthday to YOU

Posted by on August 5, 2015 at 6:38 pm

free-birthday-mealsWe are always trying to find ways to show our clients how much we love and appreciate them and we are also always trying to find ways to get clients back in to train with us if we haven’t seen them in awhile. You can accomplish both of these things by doing one very simple thing! Send your clients (active & inactive) a Happy Birthday wish via email!

We use Mindbody Online and are able to set up the following email to automatically go out to our clients about 3 weeks before their birthday. Here is the email that is automatically sent: Read more on Happy Birthday to YOU…

Client Survey – Happy Client!

Posted by on July 8, 2015 at 4:49 pm

clientsurveyIt is that time of year again where we conduct our client survey. We conduct this survey 3 times per year and use it to create our updated group training schedule, make changes to the studio and use it to check in with our clients to make sure they are happy! You can learn more about the details on how we set up the survey, how we distribute the survey and what we do with the information in the blog post Happy Clients Mean More Clients

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