When someone purchases services from a personal trainer, it is common that they are coming to the business through a personal referral or from coming across your business through brand awareness or social media. In my personal business (both online and in-person training), the majority of new clients seem to come from one these sources. This means they either liked what they saw online or liked what a friend or family member has told them about my business. This will eventually wear out as clients get comfortable and used to your business, but how do you keep them talking? What do you do to go that extra mile to provide exceptional service so these clients continue to talk about you business or share your social media posts?
Ever thought of finding out what your clients think about your service?
Although we are in the service business and getting results with our clients is our main goal, what will add longevity to your business is continuing to improve and conform to the needs of your clients and provide the best possible service. When was the last time you asked a client how they liked the service they are receiving or if they could recommend anything that would make their experience with you better?
Here are 3 Ways to Stay Ahead of the Curve & Ensure you are Providing the Best Possible Service to Current and Prospective Clients.
1. Just go ahead and ask them
Take a minute to sit down with a client and ask them their opinions on different services you provide and their experience within your business. Some might love everything and some might have some helpful feedback for you.
2. Send out an online survey
Their are many websites that allow you to create online surveys and easily email them to whomever you like. Perhaps every few months choose a handful of clients and just ask them for feedback through a survey.
3. Have a “Comments & Suggestions” box at your gym or area of you website
Leave a place where people can make anonymous comments and suggestions regarding your business and services. This can be a notebook in the gym, a comment/review area on your blog or Facebook page or even a whiteboard of ideas where people can express their opinion about current or new classes or schedules. Remember word-of-mouth is the most powerful promotional technique and people love to give feedback, make sure you combine the two and improve your services.
One important thing to keep in mind after you read this article is that you will never please everyone! Be sure to take all comments and suggestions with a grain of salt and still look out for what is best for your business.