Give Great Customer Service To Secure Your Business Future I've come to the conclusion that there's one simple key to effective customer service. It's a principle that's so obvious that it is quite simply missed most of the time. Sometimes genius lies in the simple, the unsophisticated and the literal. The key that I'm talking about here is the practice of hiring only people for customer service roles who are naturally inclined to help others. One of the best business practitioners of this sort of policy is Southwest Airlines, which has long known the importance of finding the right person [...]
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There are so many things that have to work together to make any business successful. But if the employees can work together as a self-supporting team you are winning the most difficult part of the battle. Any business that works with memberships and requires selling and customer service needs a tightly knit team that's stronger than the sum of its individual parts. In gym management for the independent gym owner there are a specific set of concerns because of issues like staff turnover and the need for sales by staff to current members. In this post I'd like to talk [...]
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There is nothing more worthy of celebrating, when you own a gym, than bringing in new memberships. It gives you hope for the future as you watch your list of members grow. This so-called on boarding period is a highly critical time that you can use to secure your relationship with customers. You have the perfect opportunity to assure a high lifetime value for you, and positive experience for them. Selling Means More Than Surviving This transitional time period can determine how long new members stick around and how they present their experience to friends and on social media. It [...]
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A while back I wrote an article about the ten reasons new gyms fail. It was well received by the readers of Gym Insight and the discussion was very gratifying for me. But as a believer in fitness and getting results in a positive way I feel compelled to balance it out with an article about the positive side of gym startups and success. I admit that there is likely plenty of overlap between this and the previous article. These things are worth saying over and over again and doing more reps never hurt anybody. Arm Yourself With The Most [...]
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Since I am writing this on tax day, I am reminded of the Affordable Care Act (ACA) and what it means for your small business. I want to look at some of the features that will result from the impact on small gym owners, of health coverage and collecting the indoor tanning tax. But First A Disclaimer This is intended to be informational and not to take a stand politically, on one side or the other. Businesses that have employees are going to have to respond and deal with the ACA and some cases of non-compliance may result in penalties. [...]
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Do you have a back story to how your business started? Do your employees know the why and what-for of the enterprise they work for? Employees need a story that they can focus on and a reason to identify with your small gym business. If that story is something that new employees can buy into, they will become a more effective part of your team more quickly. Meaning is a higher human need that will override many failings. It help's people understand what you're trying to achieve and work harder to get you there. It frames the challenges and purpose [...]
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The fitness trainers that I've worked with over the years have been a very diverse range of people. They share a love of fitness and the drive to help others achieve it. Of course, I'm speaking in very broad generalizations here, but there is another thing that all too many certified fitness professionals have. I'm talking about student loans. It could sometimes be that they followed their dreams and went all out on a bachelors degree relating to fitness, followed by fitness certification. Alternatively, perhaps they majored in something like real estate management, only to find out that they didn't [...]
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The seasonal fluctuations of the gym business are familiar to anyone who's been a member of a gym for more than a year. Gym owners and managers are even more acutely aware of the seasonal changes in the business because of the changing stress levels that go with the seasons. Gyms have an annual ebb and flow, with a peak of activity with the New Year. It's the most hectic time with all of the hustle and bustle of resolutions being fulfilled in the form of good intentions and new memberships. Issues of The Resolution Cycle There are a couple [...]
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Doubling up on employees may seem like a luxury, but when the pressure's on, you'll be glad you did. Just as Noah filled the Ark with animals two by two before the flood, you have to hire staff in twos. The alternative is that you risk being stuck at the most awkward and stressful time without someone to whom you can delegate a critical function of your gym's operation. If you own or manage a small fitness center you always need contingency plans, especially when it comes to staffing. Large companies have all kinds of luxuries that come with the [...]
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Gym Industry Trends In 2013 The 2012-2013 Edition of Occupational Outlook Handbook published by the US Department of Labor has projected that the employment of fitness instructors and trainers will grow by 24% from 2010 to 2020.[1] The handbook further states this increased demand for professionals in fitness industry originates from the changed perception of insurance companies and businesses about fitness.[2] Today, organizations recognize the benefits of fitness and health programs for people and this has resulted in more incentives for people to join gyms and other fitness facilities. Fitness Trends of 2013 Let's take a look at the top [...]
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Do Gym Members Have a Preference When It Comes to Personal Trainers? Most gyms today offer some form of personal trainer. What some members may not realize is that gym owners have a choice as to whether they hire their personal trainers or use independent contractors to provide this service to their clients. In order to make the right decision, most gym owners want to at least acknowledge their members' feelings with regard to which type of personal trainer they would prefer to use. The question is not only one that must cover the preference of the gym owner, but [...]
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