Top 5 Ways to Create Strong Customer Relationships

Getting new members through the doors is crucial for any fitness owner. But, what’s just as important is keeping existing members coming back. On average, a loyal customer will bring your business revenue worth ten times more than their first purchase. The key to turning every member into a loyal member? Knowing how to create strong customer relationships. And we’ve broken down the top five ways to build those relationships:

·         Listen

It’s a fact of life: People want to be heard. Whether they’re speaking up with praise for your studio or coming to you with a complaint, make sure you hear them out and respond. 5 in 10 people said they were willing to spend more money with a business that had excellent customer service, so taking the time to listen and help your clients can mean a big boost in revenue.

But, in-person isn’t the only time and place to listen. With the ever-growing popularity of social media and online review sites, make sure you’re listening to your clients online, as well. According to a recent study, 52% of consumers expect a business to reply to their review online, so keep a close eye on reviews coming through about your business.

·         Communicate

We’ve all lost touch with friends before — they stop reaching out to call or text, and eventually, you rarely see each other. Don’t let your business be that friend. Proactive communication is a key way to stay in touch with your members and get them more involved.

·         Be Prepared

If a client calls your studio or visits the front desk with a question, you want to make sure every member of your team is well-equipped to answer it. One of the top reasons for losing a customer is a failure to solve their problem in a timely manner, so if each member of your team is empowered to resolve an issue, you’re more likely to keep your current clients happy.

Make sure your client management software is easy to access and contains all relevant information about your members. With all transactions, personal information, and history stored in one place, every member of your team can help clients answer questions or resolve problems.

·         Reward Them

Rewards are an easy way to say thank you to existing members and keep them coming back. Roughly ¾ of shoppers are more likely to patronize a business with a rewards program, and 73% are more likely to join that rewards program if their points are automatically updated and visible.

·         Go the Extra Mile

Modern day consumers expect timely responses, superior customer service, and easy transactions. But, when you can give your clients a special treat they don’t expect, you can really win them over. Something as simple as sending them a special deal for their birthday or congratulating them on one year with your studio can show you really care about them and their progress. And, if you can automate those messages with a software like ours, you won’t have to keep track of all those dates in your head or in a messy spreadsheet.