Customer Service and Reputation:
*Besides being highly qualified, and producing amazing results, great customer service is a
large part of what can set you apart from the competition. It is expected to be given to not only
clients, but all members. It only takes one unhappy customer to damage your reputation in the
community.
*Thank members for their complaints and let them know we take complaints as feedback on
improving your training and/of facility
* Step up your customer service. Research things like the Ritz Carlton business model. Master
this now, not only will the separate you at your current job, it will help separate you when you
own/run your own business.
*You’re not just a trainer in your gym/club, you’re a trainer in your area. Be aware of how you
conduct yourself out of the gym as well. Do your actions demand respect? Do your deserve the
positive attention of your areas most respected business owners? Based on what they see of
you in public, would they respect you? Spend thousands of dollars on you?
Professionalism:
*Professionalism is not just a look. It is also a way of conducting yourself. Your behavior and
actions do affect the public perception. If your gym requires a uniform, wear it. Perfectly, and
consistently. Ideal, higher than the required level. (Dress slacks over shorts, polo over T-shirt,
etc…). Be well groomed. Be clean/showered. Avoid strong cologne or perfumes. Facial hair
clean/well groomed. Always look presentable and leave any outside problems at the door. You
can have very close relationships with your client – ****EXCLUDING YOUR PROBLEMS****
Never complain, appear tired, grumpy or negative. If you show up to work, you are 100%
positive and energetic. If there is something so emotionally distressing happening in your life
that you can’t meet those requirements, take the day off. It will be better for your clients and
your business. You should ALWAYS be the energy of your session and the club.
*Be in shape. Be the example, or billboard for how your clients should want to look. This has
nothing to do with size (or being “massive”)
*Train hard and take your training extremely serious in the club. Be the example of how your
clients should be training (eventually).
*Be progressing, in all areas of training.
*Do not waste free time in the club. Be providing value and good customer service to the
members. “Hang out” and socialize only in places where members can’t see you (break room,
etc).
*Be in your gym/club as much as possible
*Know every members name. Make them feel welcome, and comfortable. Offer them help for
anything they need in the club (all areas of customer service, not just training). Make sure if they
need anything, you are their go-to.
*Begin to “touch on” members consistently, repeatedly, several times without any offer or pitch.
Try to progress to the point of comfortable conversation, even to the point that they start
conversation with you. This could take one, or ten “touches”. Start to track/log these members.
*Once this level is reached, offer them something of value that is or reflects at least part of your
services. (Form tip, training guideline, nutrition/supplement tip, maybe start with leading
question)
*Follow up with feedback from offering, if feedback is positive, give them more. NEVER hold
back on info given.
*Start to move people in a direction in your log book. Track your warm to hot leads.
*If you ever get to a perceived “dead end”, stick with a level of extreme customer services. This
will only bring you, and your business value. Short or long term.
*Offer them your services for free. Establish hard appointment times and rules/guidelines for
appointments. Great demand and value, even for the complementary offering. This could be an
actual training session or a consultation.
