Experience Matters: Navigating Consistent Customer Excellence

We all strive for those 'wow' moments for our clients – you know, the experiences that make them leave feeling impressed and raving about your business.

But while the occasional "10 out of 10" is fantastic, did you know that consistency might be even more important?

Sure, it's fantastic when your team occasionally pulls out all the stops for a client. But think about those between times. If a client never knows what to expect from the moment they walk in, even the best workouts can feel disappointing in comparison.

As business owners and trainers in the fitness industry, we sometimes chase those exciting 'extras' - client outings, rewards programs, etc. While valuable, these can't make up for a core experience that wavers wildly between fantastic and mediocre.

Consulting giant McKinsey found that consistent, even just moderately good, customer experiences have huge payoffs:

- 15% reduction in the cost to serve those clients

- 20% higher profit margins

How do you make consistency your thing in a fitness business? Tune in to this episode to find out!

Key Takeaways

Intro (00:00)

Importance of consistent customer experience (01:04)

Financial benefits of consistency (03:15)

Leadership's role in reinforcing consistency (05:42)

Real-life analogy of haircuts to explain consistency (07:30)

Consistency's impact on customer retention (09:26)

Additional Resources:

Jim Collins Books 

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- Alloy Personal Training

- Learn About The Alloy Franchise Opportunity

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