In this episode, we discuss the importance of consistency. In fact, many people maybe take it for granted, but it plays out in the customer experience in a big way. You see, if you want to scale your business, you want to then hire another trainer and then another one, you're going to want to make sure that you can turn to those people and say: “This is how we do things.”
And that no matter if they're working with you as the original coach or one of the people in your business, there's no lapse in customer experience. So build a playbook, and then you have to run the play.
Take, for example, your experience with a haircut. It’s not just about the haircut, but also about the customer experience at the barbershop. Likewise, when it comes to personal training, it’s not just about the workout.
Being able to deliver effective workouts just barely gives you the right to even be in business in the fitness studio space. Being able to deliver a great workout with a really amazing customer experience around it - that's really hard. But if you can do it right, now, you're cooking with oil. Stay tuned for the nuts and bolts of consistency.
Key points of Discussion:
- He says, “I'm not going to that barber again,” and it’s not about the haircut (2:27)
- Besides a good workout, your coaches should be giving same experience (6:15)
- Same protocol, but it felt different, because one person asked for 20 reps (8:56)
- On a different trainer’s schedule, they should get the same experience (9:31)
- Recommended: a communication tool to go from one coach to the other (11:00)
- Clients “getting married” to coaches often about working around injuries (15:09)
- It’s about the seven core tenets discussed in Episode 4 (16:46)
- Mediocre firms clocking higher customer satisfaction due to consistency (18:03)
- You have to build the play before you can say: “Run the play.” (21:24)
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Additional Resources:
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