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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– Sherri
The statistics show that 80% of people who stop coming are new members/new clients. They join with great intentions of coming regularly and for whatever reason, we weren’t able to help integrate them into our ‘family’. They stopped coming because they didn’t feel comfortable, didn’t feel welcomed, didn’t enjoy their time with us. Ultimately, we did not deliver what they expected or needed.
No one will ever leave us for any of the following reasons:
‘I stopped coming because I had way too many friends there.”
“Every time I go, people want to talk and laugh and go to lunch after.”
“I quit because the staff is entirely too friendly and fun. They’re always introducing me to other people. Always trying to help me. Always making me laugh.”
So what can you do about it?
You can start by assessing our initial greetings to all members/clients. Ask yourself and your staff:
Do you smile with big teeth and bright eyes?
Do our clients know that you are happy to see them?
Do you make a point of conversing with each member/client by offering a compliment on their consistency or their appearance, asking a question, inviting them to a new class, informing and inviting them to an upcoming event (I’d love for you to join us…It’ll be so much fun), making a statement….
How many people do you know by name?
How many of our members/clients know your name?
Do you pay attention, focus and drop everything when a member/client approaches – do they feel special and important?
Do you have a serving attitude by asking clients/members if you can get them anything (some more water, a magazine, an apple)?
Do you use serving language (Absolutely; No problem; Definitely; How can I help you; I’d love to do that for you)?
Do you show enthusiasm in your voice when interacting with members/clients (That’s wonderful!; Wow!; Brilliant!)
Do you introduce members/clients to each other?
Evaluate these questions and answers carefully and make changes where necessary!
Keep clients and increase your revenues. Help your clients feel comfortable, welcome and accountable and they will keep coming back!
Yours in health, fitness & business,
Sherri McMillan
Fall Fitness & Training Forum – Sunday, November 3rd
With Guest Presenter Helen Vanderburg
(4 time winner of the CanFitPro Presenter of the year & 2005 IDEA Instructor of the Year)
- 1 Day Event
- 0.8 ACE, 0.8 NSCA and NASM TBD
- Lunch Included
- Live. Local. FUN.
- Cutting Edge Info
- Tons of Sessions To Choose From
Register today to get an automatic 10% discount.
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