63: What Your Customers Really Want

In this episode, Tim and Randy will discuss client experience and why clients go to the gym in general. A lot of clients may be looking for results when they join a gym, but there’s a large number of them who join because they want to be part of a community of health-conscious people. Those clients are just as important to a gym business as the rest, and so keeping them happy is key.

If you’ve got a retention issue at your fitness facility, or you’re looking to improve your client experience in general for increased growth, then this episode is for you, so don’t miss it.

Key Takeaways:

• The client who has a gym membership, but hasn’t been to the gym in 4 years (02:40)
• The client is part two of success (05:01)
• Making your gym your clients’ third place in life (home-work-gym) (06:30)
• Creating a relationship with your client on the training floor (07:55)
• Customer experience is the only way, just give them the pickle (11:35)
• The importance of aligning the expectations your clients pay for with the delivery of service (16:42)
• Acting as the consumer to see what your clients see so you can figure out what you need to fix immediately (22:17)

Additional Resources:

• Marketing Talk with Fitness Professionals Facebook Group

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Head over to our YouTube channel to watch this episode by going here

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