One of the best ways in which you can make sure your personal training studio becomes one that people rave about is to invest in customer service. Owning a fitness studio doesn’t only mean providing people with the latest fitness equipment, but also with an environment that motivates them to come to your personal training studio and enjoy their time there.
Today, we’re going to teach you how to grow your personal training studio by treating your customers right. Let’s see how you should interact with members, get client referrals, use those referrals, and so on.
How to Grow Your Personal Training Studio by Treating Customers Right
1. Greeting Studio Members by Name
One thing to keep in mind is that customers want to feel welcomed the moment they step through the door. One of the most effective ways to accomplish that is greeting them by their name. Even so, after your business becomes popular and you get a new influx of customers, it’s going to be more difficult for you and your staff to remember their names. It’s a good idea to set some time aside specifically for this purpose.
Letting customers know you’re familiar with who they are is going to make them feel valued, as opposed to just another person in a long line of customers. As a result, they’ll be more willing to spend time at the studio, which in turn will help your business grow.
2. Treating Members the Right Way
All individuals who own personal training studios should be familiar with the golden rules of treating their club members. Let’s look at all of them and see why they’re important.
A simple thank you can go a long way when you’re trying to make your customers happy. There are plenty of opportunities for you to thank them, starting with the most obvious – when they sign up for a membership. You can choose to say it in person, or to send a handwritten thank you note, which is definitely a nice extra touch.
#Talk to Them
Many attend a personal training studio not only because they want to train, but also because they want to socialize. We advise you to ask them questions and start interesting conversations with them every now and then. However, learn to read the room and don’t push a conversation when the customer is obviously not in the mood for it. As an extra tip, try to remember the things they tell you and ask about specific events to show them you were listening.
#Send a Weekly Newsletter
Weekly newsletters are a great way to get referrals (which is a topic we’ll also discuss later in this article). Write about interesting topics related to fitness and nutrition. Keep your customers interested in what you have to say and what you can offer them.
#Listen to Them
Some members have specific things in mind when it comes to their time at your personal training studio. Even if you might disagree with their choice, if they insist on it, it’s important to listen to them and try to provide them with exactly what they asked for.
#Make It Easy for Them
No one wants to go to a private studio personal training session only to have a hard time getting access to the fitness equipment, or find it difficult to get the trainer’s full attention. You should make sure everything is easy for the customer, if you want him or her to come back. Your studio will grow as a result.
Ideally, you shouldn’t have anything to apologize for. Still, if something unfortunate and unavoidable happens, the most important thing you have to do is apologize to the customer. Even if you can’t go back, most customers will appreciate a heartfelt apology and decide to move past the incident.
#Check Customer Satisfaction
Never forget that you should periodically check customer satisfaction to make sure everyone is happy with your services. The best way to do that is by asking studio members to complete a survey. This survey shouldn’t be too long or complicated, since people don’t usually enjoy this type of activity. If you can afford it, give freebies to those who complete the survey.
3. Getting Client Referrals Using Word-of-mouth Marketing
Yet another way to grow your personal training studio business by treating customers the right way is to get referrals from people who already are members and are extremely satisfied with your services. Even though some people might tell their friends and family about the studio, you shouldn’t rely just on those types of referrals. You have to actively seek some. Let’s see how you can do that!
How to Get Client Referrals
- Ask for Them – But Only When the Time Is Right: You might think customers don’t want you to ask them for referrals. This is usually false. Most customers would be delighted to refer someone to your personal training studio, especially if you do your best to provide them with an pleasant experience. Which leads us to the best time to ask for referrals. Never do it from the very beginning. Allow customers to get a feel of your studio and become accustomed to and thrilled by your services before asking them to recommend your business to other people.
- Offer Backup: To make sure the referrals are actually successful, you should provide your clients with materials for the person they want to inform about your studio. These can include brochures, business cards, newsletters, and so on.
- Offer Incentives: Perhaps one of the most important things you should know when it comes to client referrals is that people will expect you to motivate them to refer people to your studio. The rewards for bringing in a new customer don’t have to be too big, but they should show clients how much you value their help. For instance, you could offer discounts, upgrades, freebies, and other such treats.
Mining Gold from Existing Client Referrals
Once you get client referrals, what’s the next move? How can you turn them into faithful customers who will help you grow your personal training studio even more? Existing client referrals are a true gold mine, and you should definitely take advantage of it. Here’s how!
#Keep Them Engaged
We’ve already established that in order to run a successful business, you have to keep your clients engaged. This is all the more important when it comes to new customers. They may not know how great your studio is just yet, and this is what you should aim to show them. Ask them about their expectations and do your best to meet them. Inquire what they like and what they dislike, so that you know how to proceed. Trust us, taking an interest in them is going to make them want to spend as much time as possible at the studio.
#Reward Their Loyalty
Another trick to help you turn new referrals into gold is to make sure clients know from the very beginning that you’re going to reward their loyalty as you go along. You should divide the rewards according to the level of engagement. That way, you’ll motivate them to work harder and get more involved while expecting a reward.
#Connect with Them on Social Media
Every respectable personal training studio should be visible on social media. From Facebook, to Twitter and Instagram, social media platforms are great for gaining new customers and building your brand. The more people follow you on social media, the more successful you can become. Which is why we advise encouraging client referrals to follow your pages on social media and keep in touch with you there.
5. Acquiring Google Reviews
The last thing that needs to be said in terms of boosting your business by treating clients right are Google reviews. Google business reviews are one of the most effective ways of building trust in your brand. They can heavily influence what potential customers think of your business. The best way to acquire Google reviews is to simply ask for them. Here are a few ways in which you can do that.
#Integrate Them in Your Email Marketing Campaign
Whenever you send an email to your customers, ask them to provide you with a review in order to help you improve your services. Adding a call to action at the end of the email would be even better. This can include a link that sends customers straight to your Google My Review page.
#Use Social Media
Once again, social media proves to be extremely useful in developing your business. Link your Google My Review page on all your social media accounts, making it easier for people to find a way to review your business.
Summing Everything Up
Since the cost of a personal training studio start up can be quite steep, you need to make sure you get your money’s worth. What better way to promote your personal training studio than by keeping your clients happy and satisfied? We hope today’s guide has provided you with some useful and innovative ideas for an excellent customer service.