Customer Service Matters!
20 November, 2014 | In: News
Whether you’re just starting out as a personal trainer or you’ve been in the industry for years, keeping your customers happy is the key to a successful business.
It may sound simple, but happy customers will not only give you repeat business, they’ll also spread the word to friends and family – and there is no better marketing tool than word-of-mouth.
So if you’ve got your personal trainer business off the ground, here are some of the ways in which you can keep your clients happy and coming back for more…
Be on time
It’s important that you’re always on time and ready to go – your client will want to make the most of every minute they spend with you to make sure they’re getting value for money.
Make personal training personal
Make sure every training session is all about your client and give them your full attention for the duration of the session – remember, they’re paying for time with you so don’t get distracted.
A good way to make sessions more personal is to talk to them about what’s going on in their life. If they offer information about members of their family, their job, or anything they’ve got planned over the coming months, make a mental note and show an interest – this will show them they’re more than just a revenue stream.
It’s always them, it’s never you
As well as taking an interest in your client’s life, you should try to avoid talking about yours too much, unless they specifically ask. You want your clients to know that they have your full attention, and it also keeps the relationship between you and your clients professional.
Avoid talking phone calls, replying to texts or checking social media while they are paying for your time. In order to remove the temptation, particularly to answer any incoming calls, it may be worth turning off your phone while you’re with clients.
Offer little extras
Little extras go a long way to keeping your customers happy. If they’re working out to get in shape for an upcoming holiday, it might be a good idea to put together a programme they can follow while they’re away. Not only will this show you take an interest in their fitness beyond the one-to-one sessions, it should also keep up momentum up and make sure they don’t give up once they’re back from their break.
If they ask for any training tips for family or friends, be ready with some good advice – it may feel like you’re giving away training tips for nothing, but it could be a deal-breaker in drumming up new business.
Look beyond their targets
You could find some of your clients are working towards a specific goal, such as a holiday or a wedding, which means they could very well give up once they reach this goal.
Try to look beyond their deadline and promote the long-term benefits of exercise to keep them training once they hit their target. Even if they decide not to keep up the training, or are confident enough to train themselves, you’ll still be at the forefront of their mind for recommendations.