The basics of a great client experience are the same in any business, and that includes your gym.
At the end of the day, your job as a coach, gym owner, or even team leader is to engage with one person at a time and help address their fears and concerns. That’s incredibly important, because all of the most common fears are fundamental and universal, especially when you’re just starting out.
Just think about the first time you walked into a gym, read the WOD on the whiteboard, or priced your first coach. You had your doubts, right? Can I do these workouts? Will I get injured? Do I really need a coach? …That’s just a few.
Your first job is to identify, empathize, and make people feel welcomed around you. Once you honestly understand their fears, you’ll be in better position to remove those barriers. Further, by helping people to understand just why they’re doing what they’re doing, and just how you can help them, they will be much more likely to take action and get results.
Action is what we’re after.
This sounds simple enough, but the real trick is keeping pace with the rate of change around you. For example, what do you do when a brand new gym opens up down the street? What happens when the desires and fears of your community start to change, or when your client list doubles in size? Will you be able to keep up with the work?
One thing is for certain – Nothing stays the same. Maybe you’ve had success to date, but you must constantly look for ways to better understand your clients, your teammates, and everyone around you. After listening to this week’s episode of Barbell Business you should know just where to start.
Remember, the experience starts with you. Make a habit out of out meeting people exactly where they stand and you’re sure to be more successful.
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