Last week I reviewed some of the best ways to set 2020 up for success.
This week, I will give you a few more tips on how being prepared and honing your skills will make the difference for your fitness business this year.
Be mentally & physically prepared to work hard
You might need to stay late, come in early, work on a weekend. You might be juggling multiple tasks. You might be doing things that aren’t part of your normal job responsibilities. You should be prepared to take phone calls, do tours and be really good at this. Be ready to find out what a clients’ needs are and to show them how you can help them. Be genuine and honest and highlight how much we will take care of them.
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Hone your skills now
You spend a lot of time and $$ to get people to check you out, so you (and your staff) need to be a masters of the phone and tours so you can highlight what you are all about when those potential new clients do come in! What a waste it would be if an individual is motivated to call or come in to check you out and their first impression is a poor one. Focus on customer service!
Everybody has to be ready for a lot of phone calls and drop in tours (and help out in any way needed if things start to get backed up). Remind your staff to listen for the phones.
Customer Service Representatives should always be in control of their situation and the studio. Know who might be available at all times to take a phone call or tour if things get busy at the front desk.
*Note* if someone calls and you can’t give them adequate attention and service, it’s perfectly okay to say….
“I’m so sorry, I’m just taking care of one of our clients right now. Can I please take your name and number and I will call you right back so I can focus my attention on you?”
People will appreciate that and it will give them a better impression than you trying to juggle too many things and not really taking care of them.
Have your scripts and tour forms ready
Have a ton of phone call scripts and tour forms ready to go at the front desk to help guide you and ensure the process is smooth and professional. Remember to always take control of the conversation and use your script.
First and foremost, be sure to connect with the potential new client, develop a good relationship and understanding of their goals and needs and encourage them to come in and try you out.
Role play tours and phone calls so you can be an expert at these initial contacts with potential clients! Remember, the most important thing is to listen to them, find out their needs and then show them that you are the one who is going to help them reach their goals.
Next week…my last few tips on how to reach your most successful year yet!
Yours in health, fitness & business,
Sherri McMillan
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