We talk about:
What would happen if we took all the branding away from your business? Would people still recognize who you are? That is the bar you have to set for your business in 2020. These are 7 strategies in order to be different, to grow and catapult your business into a new stratosphere.
Coming live from the Athletic Business Show in Orlando, we have a very special guest to talk about customer service and customer experience. Chris Stevenson is an expert in the fitness industry for customer service and customer experience.
A lot of times customer service is about lip service. One of the keys you have to do is instill it into the culture of our business.
We are going to talk about the importance of self-auditing our business processes. Whether we are talking about a self-audit or a self-evaluation, it takes courage and it takes discipline, but it will have a massive and profound improvement on your business or on your personal performance. It will take courage because you are going to look into the mirror at your own performance.
Whatever competitive market you find yourself in, what are you as a business doing differently than your competitors to acquire and retain customers? If you want to gain, retain, and even regain customers, have a Surprise and Delight policy in place. Work out what your budget will be and encourage your staff or team to look for ways to surprise and delight your customers.
Our goal is to build loyal customers and keep them coming back and keep them buying from us. These are some inspiring examples of how to surprise and delight your customers with a wow customer experience.
Surprise and Delight is a key strategy for acquiring and retaining customers. Having a happy customer is no longer enough. As a business, you need a plan to exceed your customer’s expectations.
The reality is if you keep doing the same thing you’ve always done, you’re always going to get the same result. Whether it’s business or life, If you want to get a different result then you’ve got to do something different.
Justin Tamsett of Active Management talks about the number one thing you can do in business and in life to achieve a different result.
What a month and there have certainly been some miles covered this month and some successes from our clients! Plus just a few gyms visited!
New Zealand . . . The month started with the New Zealand Roundtable. This meeting we dived into management structures, marketing concepts and how to personally in control of our work loads. It was a very beneficial meeting as we combined strategy with operations.
Hamilton Island . . . Then I headed to Hamilton Island to speak at the Anytime Fitness Annual Conference. There were over 500 people in attendance who were keen to learn and have some fun. I was lucky enough to deliver a keynote presentation and then specific sessions for regional managers, club managers and owners. Finally, I was on a panel with Dave Mortensen (one of the Founders of Anytime). Dr Paul Bedford and Mark Fisher where we discussed the future of the fitness industry.
Albany . . . Last week was the Australian Club Owners Roundtable hosted by Amber at Bodycare in Albany and what a transformation her club has undertaken. I have been twice before and this visit felt like I was walking into a brand new club. Being in the ‘hot seat’ for the Roundtable is daunting and rewarding and Amber was awesome as she learned about her business from a different perspective. FYI – If you’re an independent fitness business who would like to join a Roundtable, they happen all over the world so drop me a note. If you would like to see this amazing club, you can inside the gym in the Active Management Community Facebook Group – click here to join.
This month was a mix of phone coaching, face to face sessions and then a full day workshop with a Team in the Hunter Valley.
What I love about my job is teaching something new (or something old in another way) and then hearing the team present that with such passion, conviction and excitement.
If you would like me to work with your Team, drop me a note here.
It was very exciting to see several of my Anytime Fitness Roundtable members rewarded with national awards this month. Congrats to:
It was also awesome to see Club Owner Roundtable member Cindy and her Team from Life & Soul in North Western Australia win the Business Achievement Award for the Western Australian Regional Achievement & Community Awards.
Party Time . . . This month I interviewed Chantal from The Fitness Business Podcast as we celebrated 500,000 downloads of the show. The last 100,000 happened faster than ever before and was so rewarding. So to celebrate, we turned the tables and I asked the questions! There is super content in her show, so click here to listen to show 262.
Coaching Ignited . . . I was a guest on Alex Povey’s podcast this month. We started chatting about selling for personal trainers and finished with a formula for Facebook Live shows! You can listen to this interview here.
I got myself a Theragun – still learning!
This month I caught up with Greg Webb who sold me equipment for my very first gym: Active Fitness Centre. We caught up to discuss men’s health and the importance of moving. Watch it here:
For our catch up he wore a t-shirt I gave him!
