Learn about the importance of personalized greetings and effective introductions in creating a great customer experience in a personal training business. Discover the core tenets for a consistent customer experience, including tailoring exercises to clients' goals and motivations. Explore the significance of awareness and accountability in a training program.
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Quick takeaways
Greeting clients by name within 10 seconds creates a more intimate and welcoming environment.
Personalizing introductions based on clients' backgrounds and goals fosters a sense of community and encourages clients.
Deep dives
The Name Game: Greeting Customers by Name
To create a great customer experience, it is important to greet clients by name within 10 seconds of entering the facility. Research shows that hearing one's name is a pleasant experience and adds a personal touch. This applies to both desk staff and coaches in a personal training business. By incorporating a client's name into greetings, businesses can create a more intimate and welcoming environment.
Introductions and Building Community
A crucial part of a great customer experience during personal training sessions is effective introductions. In group training settings, trainers can introduce new clients to the group to foster a sense of community. Personalizing introductions based on clients' backgrounds, goals, or achievements can further enhance the experience. Recognizing clients' efforts and accomplishments can create a positive and encouraging atmosphere.
Explaining Exercise Benefits Through the Client's Lens
When guiding clients through exercises, it is important to explain the benefits in a way that resonates with them. By using language that focuses on clients' goals or specific areas of improvement, trainers can increase their clients' buy-in and motivation. Understanding each client's perspective and relating exercise benefits to their individual needs can enhance their overall experience and engagement.
In this episode, we share our seven core tenets for creating a great customer experience around your personal training sessions. Gestures like greeting your clients on their way in, and when they are finished with a session, don’t take much, but go a long way towards creating an awesome customer experience.
In the personal training business, things are supposed to be more intimate and more personal by default. And there are situations that call for building a community even within the construct of personal training.
How to go about describing the benefits of an exercise to a client? What is the importance of touching the client? What do you say to a client who has a goal of losing 25 pounds and is stuck at 15? And to a client who says “thank you” at the end of a session? Stay tuned to know all this, and more.
Key Takeaways:
Greetings within 10 secs of entering the front doors, with the name added (1:36)
An effective introduction - two different scenarios (5:23)
Describing the benefits of an exercise through the client’s lens (8:05)
A touch on the arm or a pat on the back (11:37)
Finding a win for each client in every session (13:30)
Holding people accountable; asking them when they’re coming in next (15:58)