Happy Clients Mean More Clients

Posted on July 11, 2012 by Sherri McMillan

Customer service is the corner stone of our business here at Northwest Personal Training & Fitness Education.  Our customers are our bosses and as Fitness Pros, our #1 responsibility is to exceed customer expectations.  We go out of our way to help clients.  We do what you can to service them.  We take initiative to take care of them and we pay attention to the small stuff that really matters to them.  Because of this we have built a STRONG reputation as being the BEST in our community and our refferal business is stellar!

When you have happy clients they refer their friends and family and that means more clients for you!

So how do you ensure that you are doing the things that keep your clients happy?  Well, you need to ask for their feedback and then ACT on it.

I have mentioned client surveys in this blog post and also this blog post, but now I want to provide you with the process that our managers follow when creating the survey, distributing the survey, collecting the survey and taking action on the items that our customers point out in the survey.  We use this survey to help us create our new Group Training Schedule and to get general feedback from clients.

Here is our Client Survey Management Protocol:

• Client Surveys are distributed three times per year (November, March and July)
• Rally the team to distribute and collect as many client surveys as possible.  We want a good sampling of responses from clients.
• Distribute a Group Trainer Survey to all trainers/instructors who teach on our schedule to collect future schedule changes, programming suggestions etc.  Keep a tally of who has turned in their surveys so you can follow up with those who don’t so you can collect this important information.
• Gather all Group Training participation stats so you can review weak time slots and programs.  Look for classes that are rocking it – don’t fix it, if it ain’t broke.  And then if there are classes that are struggling, we need to make the decision to either change up the class format, change up the instructor or eliminate the time slot.
• Provide two weeks for clients to complete the surveys and turn them in (ie November 1^st – 15^th )
• Allow for two weeks to tally results.  Read through all the surveys, recording and keeping all relevant notes:
• If a client asks a question or makes a comment that requires clarification, follow up etc. on their survey, then make a note to contact this client right away.
• If a client makes a negative comment regarding one of our team members, then follow up with the client and the team member to resolve the issue.
• When clients make a recommendation, keep a tally of these suggestions so we can take appropriate action (ie 10 clients requested better music, 1 client wants us to open later on Saturdays, 2 clients reported shower cleanliness issues etc.)
• Tally all programming suggestions (ie. 15 clients requested an evening yoga session, 20 people requested more pilates programs etc)
• Create a report of all cleanliness, facility, operations suggestions and issues and submit to Customer Service/Operations Manager so they can address immediately.
• Create a report of Group Training programming client suggestions.
• After examining client surveys, participation stats and group trainer surveys, create a first draft for the new Group Training schedule one month before the new schedule is to begin.  Use the current schedule as a template when making changes.
• Meet with manager/owner to review the client survey report and proposed schedule one month before the new schedule is to begin.
• Once schedule is approved, confirm all program and schedule details with group trainers/instructors.
• Submit the new schedule with all new descriptions etc. to Operations Manager so copies can be printed and distributed and posted to our website.
• New Group Training Schedule should be available for all clients at least 2 weeks before the new schedule is to start.
• Once you are done with the surveys, place them in a binder/file folder with each of our team members names listed on the front.  Then have the entire team read them and cross their name off when they are complete.  (Or you can also send a link to the team to review the responses online) Please eliminate any really negative/hurtful comments and review these with the individual in private.

CLICK HERE TO REVIEW THE SURVEY WE SENT OUT TO CLIENTS LAST WEEK

Curious how we do everything we do, stay organized and bring in over $1 Million in PT Sales every year at our small 5,000 sq ft training studio?  We use SYSTEMS!!  Having well established sales, marketing, HR, operations etc. systems in place allow all of the pieces of the puzzle to fit together.  These systems can be YOUR systems.  We share all of them with you in the Business of Personal Training System (which is the same system we use everyday).  Change our name to your name and away you go.  Don’t reinvent the wheel.  Email info@nwfitnesseducation.com for a free personalized demo or watch this video where I explain exactly what is in the Business of Personal Training System.

 

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