We’ve gone through a bit of a transformation in my barre and pilates studio over the past few months, as we had two long time instructors move and some new instructors start. Any time there is a change, it creates apprehension!
Our clients are always a bit hesitant to give a new instructor a try – even if it is an amazing instructor. You see, a fitness studio is a relationship business. It is more than just a place to lift booties. It is also a place to lift spirits!
Whenever a shift happens in the studio – it is an opportunity to breathe new life in and to make the changes you have really wanted to make. It also reminds you to keep your eye on the ball and to focus on treating your clients well and creating a great client experience!
So today, we are going to talk about three simple ways to increase client engagement.
1. Get to know the clients. Know their name. Take their picture and put it in your CRM software. They are more than just a name. They are a real life person who has needs and goals. In today’s world where we are all identified by an account number or a client id – get to know THEM! Ask about their families. Ask about their dogs! Ask about their vacation they told you they were going on. Let them know they are important to you!
2. Encourage them! Have you ever noticed how quick we are to recognize the bad in ourselves? We often wake up in the morning and criticize something – whether it be the new wrinkles popping up or that little blob of cellulite that wasn’t there when we were 16. But we rarely take the time to praise ourselves or each other. Tell them GOOD JOB! Congratulate them on an accomplishment. Let them know you noticed. At least twice a year, host some type of event to celebrate THEIR accomplishments!
3. Offer to book their next session! One thing that our best desk team does to encourage clients is to say after their class, “Great job! Will I see you tomorrow? Can I book your next class?” As women, setting a new, healthy routine is sometimes tough. If your staff encourages them, they are more likely to be consistent in their workouts – or at least they have to go online or call in to cancel – making it less likely that they will. 😉
Most clients are just looking for encouragement! In this relationship business, help them find what drives them and encourage them to be their best selves!