Customer Service How-Tos

by Ryan Halvorson on Dec 20, 2012

Making News

With savvy customers often looking for that little bit extra when they invest in fitness, customer service skills can make or break a business.

“It is the personal, little things that make a difference,” says Nicki Anderson, owner of Healthy Innovations Inc., in Naperville, Illinois. “You don’t have to spend thousands of dollars on advertising [to draw clientele]. You simply have to care, bring value to your clients and always go a step beyond their expectations.”

Here are Anderson’s top tips for providing tip-top customer service for your clients and facility members:

  • Offer handwritten notes—so overlooked and so powerful—thanking clients/members for their loyalty.
  • Learn everyone’s name. If you don’t know someone’s name, go up to the person, introduce yourself and say you’re available if he or she needs anything.
  • Have a special little “something” that is unique to your space. For example, Anderson says that in her studio she always had a bowl of fresh fruit for her clients. Connect with a client who owns a company that you can partner with to offer special gifts for members/clients. Also, host an annual client recognition party.
  • Always offer a 24-hour follow-up after a client’s first training session. Find out how the client is feeling and ask whether he or she enjoyed the first session. If a client has a rough day and still comes in to train, follow up the next day with a call or an email that says, “You should be proud of your performance yesterday. I know you had a tough day, but you made it to your workout and gave 100%. I’m proud to work with you!”

IDEA Fitness Journal, Volume 10, Issue 1

© 2013 by IDEA Health & Fitness Inc. All rights reserved. Reproduction without permission is strictly prohibited.

About the Author

Ryan Halvorson

Ryan Halvorson IDEA Author/Presenter

Ryan Halvorson is the associate editor for IDEA Health & Fitness Association; a Performance Specialist at Bird Rock Fit in La Jolla, CA; a Master Instructor for Metabolic Effect and the creator of www...

0 Comments

Trending Articles

7 Ways to Help a Client Boost Adherence

Once a client has decided to make nutritional changes to support weight loss, you can play a key role in developing an action plan that is m...

Cut Risk of Alzheimer’s with MIND Diet

Conservative adherence to a new diet, appropriately known by the acronym MIND, could significantly lower a person’s risk of developing Alzheimer’s disease, according to a paper published o...

Yes, You CAN Develop Better Eating Habits

Analogous to laying out your exercise gear so it’s the first visual reminder you have of your commitment to exercise each day, imagine...

Making Money With Online Training

Reclining in a beach chair under swaying palm trees and sipping a tropical drink, you turn on your computer and begin your day of work as a ...

For the Fifth Year in a Row, the Best Diet Is . . .

U.S. News & World Report has been ranking diets for 5 years. For all 5, the top spot for best overall plan has gone to the DASH diet, which ...

Health Benefits of Mediterranean Diet

Crous-Bou, M., et al. 2014. Mediterranean diet and telomere length in Nurses’ Health Study: Population based cohort study. British Med...

Eight Fascinating Facts About Fascia

Fascia has been enjoying the limelight in the fitness industry as one of the hottest topics in recent conference programming, workshops and ...

YOGA AND SCOLIOSIS

Encouraging news for those with scoliosis, and valuable information for yoga and Pilates instructors who have clients with scoliosis: Regularly performing a yoga side-plank pose on the convex side of ...

Obesity's Impact on Lifespan

Here’s more reason to encourage individuals who are obese to move more and improve their diets: Obesity can chop up to 9 years off a l...

Seven Trends Coming to a Meal Near You

Spotted the other day at the grocery store: 100% all-natural, non-GMO, vegan, gluten-free cactus water.

Show More