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...