A few weeks ago I interviewed a long time friend and Boot Camp Owner – Kwangsoo Kim. He recently broke $40,000/month in EFT and will probably hit 50k by the end of the year. We did a full interview on what helped him get there. You can watch the replay here….
But I can break it down for you simply – CLIENT EXPERIENCE!
I’ve talked to multiple Gym Owners who have hit big milestones in their business and the main similarity among them is the client experience they’re carefully designed. It’s like they captured lighting in a bottle and taught it to their team.
The client experience you create is EVERYTHING…
- It’s the words used to describe how people feel when they walk in
- It’s the quality of the Coaches and how they service the clients
- It’s what your clients refer to on their Google and Yelp Reviews
- It’s what your clients say when someone asks “how is that place?”
Creating an incredible client experience is literally walking yourself through what the client will see, hear and do at each stage of their journey. It begins with your Facebook Ads / Content then the follow up sequence and the first impression when walking into the facility. After that it’s the greeting they get when they first get eye contact with the Coach and the workout that’s delivered to them.
It’s creating a systemized way to deliver a remarkable experience
If you’re experiencing a high cancellation rate with clients then the first thing I would do is a deep investigation into your client experience.
- Are they getting the fire from the Coach they would get from you?
- Are they getting the same results as if they worked with you?
- Have you sent a Feedback Form recently to find out your clients thoughts?
- When was the last time you re-trained your team on your basics?
- Are the basics being delivered consistently the way you designed them?
If you’re not happy with your client experience, there’s nothing wrong with taking your business “into the shop” for a tune up. Take some time to whiteboard or notepad every single step of your client journey during the nurture, sales and onboarding process.
I challenge you to upgrade your client experience. It’s not as sexy as a new ad or membership option but IT WORKS and it will create referrals like wildfire.
Is your client experience dialed in? Or could it use an upgrade?
Comment below!!