#JTInTheRaw Show 9: Customer Service & Bending the Rules For A Customer; and 6 Tips To Business Success

Wahoo Show 9 … Who’d have thunk it I’d get this far?

Thanks for tuning in & welcome from Glenbrook, 60km west of Sydney. I’m here with the NSW Personal Trainers Roundtable & we are doing a studio inspection for a member before spending the day talking strengthening their PT businesses.

In a couple of minutes I’m going to introduce you to a Roundtable member who wants to share with the world 6 lessons he learned over coffee with a client. A client whose business made over $180m last year.

#JTShoutout…

The All Blacks supporters watching! Enough said!

#AskJT

This week’s question comes from Manny who asks “Every time I send an email like this (a sales based email) I have people cancel their membership. How do I stop this?”

My answer is simply if your only communication to clients is sales based emails/correspondence (mail or calls or texts) then your prospects/clients/members WILL cancel.

Using the Gary Vaynerchuck formula of ‘jab, jab, jab, right cross’ I recommend 4 to 5 emails of adding value to the customers before asking for any sale. Consistently add value and you will build the relationship with your community and then make sales.

If you have any questions, shoot them to me in comments below or via Facebook, Twitter or LinkedIn using #AskJT

Rule Bending Customer Service Examples That Have Impact

I want to share 2 examples of customer service with you.

This week when I checked into my room at Peppers in Melbourne. I arrived around 1:30 but my room wasn’t ready. The receptionist took my credit card, processed my deposit and told me to wait for half an hour for my room.

I was cool with this … I was early.

I asked where the hotel gym was & she explained the location. I say “Cool can I check it out.”

“Oh I’m sorry no. You have to have a room key to get in & I can’t give you that until your room is ready”

Logically, this makes sense but really where is the service. I wasn’t working out I just wanted to look!

There was no bending of the rules to meet my needs as a customer.

Now for example 2.

I trained at Goodlife Health Clubs Docklands which is a 24/7 club & staffed from 6:30am. I said to Bec at the front desk on Wednesday morning that I wanted to train at 5:30 on Thursday and knew there would be no staff. I asked if I could pay for the casual visit today – Wednesday – and then tailgate a member on Thursday morning. And check in with her on the way out at 6:30 when she started.

This of course breaks every club rule! And Bec said “Sure!”

She didn’t say “No” or “I need to check” or even hide behind ‘club policy.’ She made a fast decision, exceeded my expectation & made me happy!

Both girls had to ‘break or bend the rules’ for me in a small way to them but it would be a huge benefit to me. As a result, I walk away from both interactions with indifferent feelings and I now share my experiences on social media.

My question to you, how do your staff respond when asked by a customer to bend the rules?

Empower them to make decisions. Have them think on their feet to meet the needs of the customer on front of them.

Special Guest: Sean L’Estrange from New Image PT.

My guest today is Sean from New Image Personal Training and here he is with the business lessons from his client:

• He connects with customers and their interest, showing genuine interest in what they like.
• If something’s not getting done right, he pulls it up and asks the question: “Hey, the customer wants a “fork”, so give them a fork”.
• Catch people doing the right things. Be onsite to witness and compliment.
• Whether you’re at home or at work, make a deal that you are going to be the best you can at that time in THAT role of your life.
• “It never hurts to remind somebody that THEY work for YOU”
• Move underperforming staff on and move them on quickly.

Great raw tips.

Next week…

I’m not predicting the Wallaby All Blacks score on Saturday night!

This week I am planning the agenda for my MCO Anytime Fitness USA Roundtable and my three presentations at the Anytime Fitness International Conference in Lake Placid.

The last week of the month is my coaching week. I have 6 clients for coaching sessions.

And then next Friday I am off to Father’s Day breakfast with Zoe, straight after JTInTheRaw show 10.

Questions?

If you have a question for me, use #Ask JT on any platform and I’ll get it, or put in the comments below.

Quote of the Week . . .

“Customer service is an attitude not a department.”