FindpassionKeepInterestedHow do you keep your clients interested? Here are two sure-fire ways to ensure you are interesting and providing a great customer experience to your clients.

  1. Scaleability
  2. Consistent Service

 

 

Are you scale-able? What does this mean exactly? Being able to scale means you can continue to grow and meet clients changing needs all while keeping the client motivated, inspired and subsequently engaged in your service.

Have you noticed that your clients will never ask you “what’s old?” That’s because they are not interested in what’s old! Your job as a coach and a leader is to keep coming up with interesting and exciting answers to the question “what’s new?”

Understanding this important lesson on keeping your clients interested will mean being disciplined in many facets, with personal development being one of the most important aspects of having a successful coaching career. You can only take someone as high as you are. In coaching and personal training your ability to take clients on a journey is dependant on you walking the talk. I never had a client compete a half marathon until I had done one myself.

One of my high profile clients gauges a lot of his staff and the time he spends with them, on their ability to teach him something. He is constantly asking the question what can I learn from this person? We have all had those relationships where it feels like a one-way street of information and knowledge sharing, whilst getting minimal in return. How good do you feel about those people and how much time, do you want to commit to a non-reciprocal relationship of little benefit to you?

This is compounded when you have a paying client expecting to get a result, through the education, inspiration and guidance that you are providing. The ideal client you want to train will be a person who values their time, and these people will be asking the following questions:

  • What am I learning from you the trainer?
  • What are the training/coaching session’s teaching me about myself?
  • Is this a good spend of my time, am I getting value?

Personal growth will aid in your ability to keep your clients interested, the question is what is your plan for growth this year? I committed myself to reading a book a week in order to grow exponentially as a person. You can indeed start off smaller and build up. Your career depends on differentiating yourself from the rest, and the best way I know how to do this, is through personal development and implementing and sharing the learning from each book.

Consistent service. This is huge! We are in the service industry. Your ability to keep clients interested and paying your session fees has everything to do with how you treat them. My 9 year career as a personal trainer and business owner has shown me that service standards and consistency of service is a big contributor in how I keep clients interested. To be effective with clients you have to understand their specific needs in detail, formulate a plan to help them achieve their goals and implement that plan with a consistent and methodological approach, providing accountability and tracking along the way.

What sets a great trainer apart from an average one is they don’t over promise and under deliver. Gun personal trainers and coaches know how to focus on the 20% that gets their clients 80% of their results (Pareto’s Principle) and delivers that every single time. Promise that 20% and deliver it 100% of the time, the rest is just cream.

Don’t set yourself up for failure by offering over the top service, or too much variety to your clients in the initial stages of the relationship, they will come to expect it and inevitably you wont be able to maintain consistent service by over extending yourself to your client, especially in after session support.

For example don’t just give them a weekly goal for the first month and then have that discipline fall by the wayside. Don’t text message your clients everyday for the first 7 days only to offer minimal support thereafter.  Have a plan that you can stick to, meets the needs of your client given their personal requirements and deliver that every time.

I liken a great PT session experience to be like a master barber haircut. It’s all about the experience from the very first appointment, with long term loyalty to that barber depending on the consistency of the service being delivered each time. Consistency in the person providing the haircut saves the hassle of explaining your needs every 3-4 weeks. Consistent high service standards – punctuality to appointment, hair wash and scalp massage, a cut that you are happy with, and great rapport to have good conversation about interests and passions that you share in common.

Most customer service experiences can be related to and used in our personal training businesses and customer dealings.

Become a student of great customer service. Model people who do it exceptionally well and apply your learning to your own PT business and clients consistently.

These two tips alone, followed with discipline will keep your clients interested.

If you liked this post, please check out: How to be a gun personal trainer

Yours in health

Elliott