Getting Onside Onboarding members and obtaining quality feedback Nick Kirk
Our first points of contact Enquiry/Studio tour: Put the captains hat on First Consultation: Get informed, link to services, provide solution Member Joins! Welcome Email: Simplify the process, be sharp, presentable and comprehensive First Session: Ensure all staff members are aware a new client is in, and to introduce themselves.
Is the member on board? A member is not on board just because they’ve signed a debit form, paid for 10 sessions or even signed a 6 months contract. Market Finishes after first Sell session, welcome ”On-Board” email, or even consult! Convert
Get them involved early. Seminars Transformation Challenges Open Days End of year parties Social media Group Training Retreats Anything besides PT that adds value!
Give them an Identity. Status, nickname or even ownership of an exercise These are completely unique to your business and your client!
Play to their behavioral style. Some members will appreciate a standing ovation where as some will appreciate a quiet handshake.
Give them recognition. Regularly review your clients achievements – no success, big or small should go unnoticed.
Feedback A client giving feedback can be more uncomfortable for them than a H.I.I.T session A clients feedback can be uncomfortable for YOU as an owner/ manager Feedback can be uncomfortable to receive as a trainer.
Feedback Most clients will simply appreciate you take the time to give them the opportunity to give feedback. Each client should be assessed as to how they would like to give feedback The key to obtaining good quality feedback is INTENT
Types of client THEY Approach YOU to give feedback YOU approach and GET feedback YOU approach and they give “BUDDY BUDDY” feedback YOU approach and they AVOID feedback
What are our intentions? Improve retention Improve the quality of service Develop your trainers Increase referrals Improve client results
Checking In!
What we look for
Having trouble? Pick your top 10 The clients that you personally have the best relationship with may be able to give some honest, constructive feedback without the risk of offending.
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