Being great at customer service is one key to the success of any business. This is even more true for a fitness business. Your customers must come first and they must be at the heart of your company. Without your customers you don’t have a business and you won’t be able to grow your business.
What we mean when we say Customer Service
- How to put customers first
- How to understand your customer engagement with your business
- How to make your new customers successful
- How to retain your longstanding customers
- How to know when you’re at risk of losing customers
Being great at Customer Service
Just like the handstand scorpion pose, being great at customer service takes a lot of dedication. You have to be willing to put in the time it takes to become great at doing all of the different things required to be great at customer service. You have to embrace learning from your mistakes and being curious about what works and what doesn’t work while recognizing there is no hard fast rules. You will need to learn to tailor your style to meet the needs of different customers. In many ways, being great at customer service requires all the same things that you need to be a great group instructor or a great manager of a fitness business. Each day, you need to be dedicated to being better than you were yesterday.
Before you can improve, you need to embrace some things that may be hard to accept:
- The number of complaints does not equal the quality of your customer service.
- How fast you resolve a customer’s issue matters far less than how well you resolve it.
- Retaining your customers is key to attracting new customers, so don’t be lazy.
- Customer service is a marketing activity and a great way to attract great customers.
- You will always have to worry about being great at customer service.
Improve your ability to be great with customers:
- Observe how other companies handle customer service. Place yourself in situations where you need to speak with customer service. Afterwards, write a few paragraphs about what you liked or didn’t like about how the person handled you.
- Learn more about how to have difficult conversations and find ways to practice the lessons you learn in the book. You can practice in many different situations and bring your experience to your future conversations with your customers.
- Practice being attentive and listen more than you talk. Try a ratio of 4:1 for listening to talking for a 24 hour period. It will be hard to do but you’ll learn to hear what others are saying.
- Put yourself into situations that test your patience. Try waiting in a long line or explaining a complicated topic to someone who knows nothing about it.
- Practice answering some of our customer service interview questions by talking with a colleague about times you had to help a customer in the last couple months.
Want to learn more? Check out our list of the top 5 Customer Service skills every fitness business needs to have.