Long term clients or loyal members are essential for your business. If they are happy, they are more likely to refer friends or colleagues and to promote your business in a positive way.
To increase your customer retention rate, it’s important to find out what drives the client and which aspects really matter to him or her. At the end of the day, they are the reason you exist. Here are a couple of quick tips to increase your customer retention
Motivate Your Clients
Most clients come to work out because they want to achieve something, whether this is to lose 5 kilograms, get ready for summer or prepare for an obstable course. Proper motivation can go a long way to boost customer retention.
Firstly, try to make the goal measurable and reachable. Provide clients with additional guidance and make sure that they know all the professionals in your club are there to assist them.
Secondly, think of ways to motivate clients on the long term as well. Remind them that achieving their goal is just the beginning of their journey. For example: “you lost almost 5 kilograms already, we can start to increase the intensity of your training to reach your next goal”. Properly motivating your clients increases the chance of them becoming and remaining loyal to your club.
Get to Know Your Clients
The phrase: “client is king” exists for a reason. As I mentioned before: they are the reason you’re in business. It is time to get to know your clients. This could be achieved by a simple “Hi, how are you?”, a short chat at the reception or even by greeting clients by name. Show your clients that you’re interested in them. It doesn’t have to be all about working out and reaching their goals. A nice chat about the weather or their children makes clients feel appreciated. When they have a good feeling every time they come into your gym, they are less likely to leave. You don’t have to limit your client contact to the confines of your club. Using social media for example is a great way to reach out to your clients as well.
Besides getting to know your clients on a personal level, it’s also really beneficial to find out their needs. What is important to your clients? What do they like about your organization and what don’t they like? Ask your clients how their workout is going, what their overall experience is and if they are enjoying themselves.
Hosting surveys is also a great way to find out if you are serving your clients in the right way. Obviously you can’t implement every little bit of feedback, but it is a good opportunity to see if you’re on the right track and show that you value the opinion of your clients.
Build a Community
Everyone wants to be part of something. Use every opportunity to let your clients engage with your business. This can be accomplished by hosting different events like a “summer night BBQ” or a family fun day in the weekend where clients can bring their friends to work out together. A great way to get prospects into your club.
You can also create group challenges where coaches can stimulate their clients to work together in achieving their goals. This can be done in the regular fitness area or even in group classes. Let your instructors help by creating a community amongst their class participants as well. That way, the classes won’t only be a nice way to work out but also to bond with other members.
To provide an extra way for clients to be part of the community, you can also extend the community online, for instance through the use of social media. Build an online environment for clients to motivate each other to join tonight’s class or share their experiences.After a while you’ll notice that the online community is running itself completely and more and more members will join and interact with each other.
There are a million of options to increase customer retention in your business. The most important thing is that every staff member is involved and that everyone sticks to the same work methods. Let staff members come up with new and fresh ideas to engage your clients. This will keep your staff members committed. Moreover, this will help to make customer retention ingrained into their daily routine.