Three Ways to Keep Your Clients
Client retention is the name of the game, so it’s in your best interest to embrace high- and low-tech solutions to make sure your clients come back, and love doing so.
You know the work it takes to get a new customer in the door.
You’re spending money on marketing, time making sure your website listings are right, and energy on promotions and intro offers to get the word out. It’s not easy. But remember—it costs less to keep an existing client than it does to acquire a new one.
Getting them to return again and again will help you keep your lights on and your business bustling! With that in mind, let’s look at three actions you can take to retain your clients.
Mind the vibes.
Seriously, the vibe your gym gives off as soon as people walk in the door should be upbeat and positive.
Greeting clients by their first name is a great way to meaningfully connect with them. If the person working your front desk doesn’t know everybody yet, that’s okay. Have them introduce themselves and repeat the person’s name back to them with a warm greeting.
If they’re checking in for a class, make sure the client is told where to find the class and about any equipment they may need before it begins.
Music is a huge aspect of forming a connection, as well. The music should help convey the mood you’re trying to set and match the movements your instructor is calling out if it’s a class-based business.
Finally, make sure your instructors are calling out clients by name and giving them praise during their workouts. People love to be recognized and it can bolster their spirits on a tough day or when they’re new.
Check Your Tech
You may want to shift your thinking if you believe there isn’t space for a little instant gratification in the world of fitness.
No, we’re not asking you to figure out how to sculpt your clients into peak athletes in one day.
But, take a look at how technology can help you provide them a little feedback in real-time.
There are a number of wearables and fitness-tracking technologies on the market today. These can show your clients how many RPM they’re generating on a cycle, how many calories they’re burning on a treadmill, and how fast their heart rate is beating during a workout.
Most importantly, you can project these stats onto a leaderboard, so clients can compete with each other and see how they stack up. You can also use them to follow up with clients after class, creating another touch-point to connect them to your business.
Encourage client reviews on websites like Yelp and Google. You can even embrace a low-tech solution like a fishbowl with comment cards or a mailbox set up near your front desk.
It’s a great way to build a brand that people trust AND give your clients a stake in your business.
Also, it’ll give you a good idea about what’s working well and what, well, might need a little help. Take any constructive criticism and use it to get better. That’ll help you retain your clients and create a better studio for the next new customer to come through the door.