| |
| |
|
Muscle Building Information |
|
|
|
Personal Training: 6 Secrets of Award Winning Customer Service
Would you believe that your ability to provide quality customer service to your clients is at least as important as your ability to get them results from their training program? Did you even know that customer service was going to be part of your business model? After all, what does personal training have to with customer service? The answer: everything. Remember that your clients are people first, and their status as one of your clients comes second. Knowing how to tend to the needs of your customers will literally make the difference between a long and prosperous career in the fitness industry, or a short-lived stint that leaves you wondering what career path you should try next! In order to assist you in walking down the success path, here are six methods that you can use to "WOW" your clients on a regular basis, keeping them happy, loyal to you, and engaging in long-term prosperous business relationships. In no particular order they are: contact, date and event recognition, listening, flexibility, forward thinking, and over-delivering. Contact When you get a new personal training client, many people will still second-guess their decision to hire you. After all, a personal trainer can be an expensive asset, and your clients need to believe that they made the right decision. One of the easiest ways for you to ease their mind in the beginning as well as during the course of their training program is by simply staying in contact with them. Most clients will see you at most 3 times each week, and some clients even less than that. With at least 4 days in each week when your clients don't see you, you are influencing them less than 50% of the time! Many clients hire a personal trainer because they need constant guidance and support, and less than 50% could hardly be considered constant. An easy solution to this is to send your clients a few emails a week, or mail them an actual snail mail letter once in awhile. Clip an appropriate article from a magazine and make copies of it to mail to your clients, or email them the URL of a great motivational story about weight loss that you found on the Internet. Forward them funny anecdotes about health and fitness, or drop them a postcard congratulating them on their latest progress. For that matter, pick up the phone! Call Suzie Client on Saturday to let her know that you just got done updating her client record and had reason to again marvel at how great she is doing with her program. You just can't pay for the type of customer feedback you will get from something like that! Stay in contact with your clients in between training sessions, and the increased attention will remind them on a regular basis that in the beginning you committed to a one on one training program for them, not just to stand there 3 times a week while they exercise. Date and Event Recognition Recognizing special dates in your client's lives is another great way to show them that you are thinking about them in between training sessions. - Send your clients a birthday card, or even a small but thoughtful gift. - Congratulate them on their wedding anniversary, or even send flowers or a card to their house. - Ask them how excited they are about the upcoming graduation of their child from high school or college. - Have a special token of your appreciation sent to their home or office after a set amount of time that they have been training with you - maybe annually or semi-annually. - Give them a special award every time they lose 5 pounds, or drop a percentage of body fat. - Attend the race or other fitness event that you have been training them for. As you can see, the possibilities are limitless. The lesson that you want to take away from this section is that you went above and beyond the call of duty to recognize a date or an event that was important to your client. They won't forget that when it comes time to decide whether or not to keep working with you! Listening The fact that you should listen to your clients should go without saying. If your title is "Personal Trainer", please take a moment at this time to re-read the first word! Too many trainers fall into the familiar trap of just taking their clients through workouts. Your clients aren't paying you to workout with them. They are paying you to give them dedicated one on one service, and the actual workout is only one part of that. In addition to the exercise programming, you must again think about the fact that your clients are humans before they are clients. As humans, they have as many outside considerations as you do. If you are only seeing them 3 hours per week, that leaves 165 hours each week when you are not around, and the lifestyle events that happen during that time will spill over into the training sessions. Your clients will talk about their jobs, their spouses, their relatives and in-laws, their children and their neighbors, their gardener and their mailman, etc. Any good personal trainer realizes that although we have no business actually dispensing professional advice on personal or spiritual matters, we are a 3 time per week sounding board for our clients, and that is just part of the job. Listen to what your clients have to say, help out without leaving your professional boundaries, and let your clients know that you care about what happens to them, not just about what happens during the training session. Flexibility Although a trainer's day is usually dictated by a preset schedule, if you paint yourself into a corner with your calendar, you will quickly find that some of your clients can't stick with their program because their schedule is just not that black and white. In today's world of the ever-changing landscape of professional as well as personal lifestyle factors, many people have trouble doing the same thing day after day, and week after week. In order to keep your clients happy and on track with their programs, you must "roll with the punches" and exhibit some flexibility when it comes to scheduling and training issues. It is a very good idea to have a running cancellation policy for your business, and it is an equally good idea to educate your clients on the need for regularity in their training program. However, being so inflexible that you charge a client $50 every time they get a flat tire, have to work late, or have a family emergency will quickly eliminate any professional bonding that your clients may have previously felt was a part of your working relationship. Enforce your policies, but be realistic about the fact that life is just not as black and white as it may have been 20 years ago. Forward Thinking This is as much of a sales technique as it is a great customer service tool. In a nutshell, it means that you should always be planning for the future when it comes to your clients. Talk to them about how you are going to start running with them once they get their weight down enough for their knees to handle the stress. Explain to them how much fun it will be when you can start taking them through the new training protocol that you put together. Get them excited about how good they are going to look on the beach this summer after several more months of working out with you, or about how their cousin Sally is going to be so envious at Christmas time this year when she sees how much weight your client has lost. All of these things plant the seed for your clients that you are thinking about their future, and not just taking them through a workout. Let them know that you have great plans for them in the future, and that you can't wait to see their results when they get to a certain point in the program that you have them on. Again, your clients are people, and they want to be made to feel important, needed, and respected. Over-delivering Over-delivering value to your clients is probably the most important technique out of any that have been listed so far. It is last in our list of customer service secrets so that it is the one that you remember the most! Over-delivering is just what it sounds like - giving your clients more value for their money than they originally expected to get. In fact, all of the items listed above are great examples of over-delivery. Do you think that when your clients hired you they expected to be getting gifts on their birthday, expected you to be excited about the graduation of their children, or that they could vent to you about their mother-in-law during training sessions? These are all examples of the infinite number of ways that you can over-deliver value to your clients. In addition to what has already been listed, you can get much more specific with your over-delivery efforts. Each of your clients has a very well defined fitness goal that they are diligently working towards. As a fitness professional, you should be regularly keeping up with the latest news stories about health and fitness, as well as getting Continuing Education Credits. Put that information directly to use for your clients! How impressed do you think your client would be if their fitness goal is to be a competitive swimmer, and you take a course on training competitive swimmers? What about if you have picked up some clients who are over the age of 55 and you start reading books and clipping articles on Senior Fitness? How about a bonus training session that you give your client when they reach a goal? What about if you have a client who is on the high school wrestling team, and after working with him for 2 months, you offer to do a free class for his entire team? The teenager becomes a hero because his personal trainer gave up some winning tips before the big meet, and you get a boat load of free publicity! Conclusion The pattern developing here is clear, and the above examples are only sketches of things that you might consider. Remember that every successful personal trainer runs a business, he or she doesn't just workout with their clients. Get under the hood of your business, tinker around with the wiring, and find ways to "WOW" your clients everyday! Aaron Potts is the author and creator of The Ultimate Complete Personal Training Business Kit, a quick-start kit and business guide for new as well as seasoned fitness professionals. Aaron's experience as a Fitness Professional has included management positions with local and nationally known fitness facilities, as well as in-home and outdoor training with clients from all walks of life. Find out more about Aaron's programs at http://www.completepersonaltrainingbusiness.com or his personal training site at http://www.aaronspersonaltraining.com
MORE RESOURCES:
Build-Muscle - Google News |
|
|
|
RELATED ARTICLES
Exercise The Right Way - The Decline Dumbbell Bench Press Other articles in this series looked at a number of exercises, mainly from the perspective of developing a comprehensive muscle building program. Sometimes we take things for granted, especially when it comes to performing the basic exercises that constitute the core of most bodybuilders' training regimes. Building Better Biceps Two of the nine pivot points - those stunning body parts located precisely where they attract the most attention - are the lower biceps and long head of the triceps. When fully developed, these muscles lend a mystical beauty to the physique that size alone can't. The Role Of Repetitions In Your Muscle Building Program Repetitions are the basic building blocks of any strength or muscle building program but it is something that many lifters take for granted. How often do you see people at the gym speed through their reps, breathe haphazardly or fail to complete each rep correctly from a technical perspective? There is much more to the simple rep than meets the eye. Exercise The Right Way - The Crunch Other articles in this series looked at a number of exercises, mainly from the perspective of developing a comprehensive muscle building program. Sometimes we take things for granted, especially when it comes to performing the basic exercises that constitute the core of most bodybuilders' training regimes. Build 80 Pounds Of Muscle? Is it possible to gain 80 pounds of shredded muscle without Steroids? Yes, but very difficult. A realistic goal for packing on muscle would be 7lbs/year. Muscle Growth with Post-Workout Nutrition If you design your nutrition plans to maximize muscle growth, you must think about planning and taking properly the most important meal of the day. Do you know which?It is easy if you have read the title! Yes. Know Your Muscles - The Shoulders And Arms Becoming familiar with the muscles that make up your body has more benefits than simply allowing you to talk shop with your training partners. The more familiar you are with the muscles you're working, the better you'll be able to judge what's needed to make improvements. Chest Exercises For Beginning Bodybuilders The chest area is one of the easist muscle groups for beginning bodybuilders to strengthen and develop. It consists of a large muscle (pectoralis major) to either side of the breastbone and a smaller muscle (pectoralis minor) underneath. Muscle And Fitness -- The Third and Final Key To Successfully Achieving Your Fitness Goals Before delving into Muscle And Fitness - The Second Key, the final and most important key to success in your muscle and fitness routine, I'd like to remind you about what the previous article discussed.In a previous article, you were given a number of steps to follow. The Anabolic Evolution of Modern Bodybuilding Since the early days of physical culture, modern man has been searching for the elusive ''Fountain of Youth''. The promise of radiant health, enduring strength and a Herculean physique has drawn millions on this quest for physical perfection. 15 Muscle Building Rules for Skinny Guys and Gals! WHY CAN'T YOU GAIN WEIGHT?Though there may be many reasons why you may be thin, the most apparent reason is because of your genetics. If your parents are naturally thin or have a small body frame, then you will most likely have the same small body type. Get A Grip! Get More Out Of Your Biceps Curls Would you like to know how to get more out of every single dumbell curl you do? Amazingly enough, you can do this simply by changing where you grip the dumbell.First, I'm going to tell you what the trick is, then I'm going to tell you exactly how and why it works. Get Rid of Cellulite, Once and For All! Get Fit At Home With Ailsa : Get Rid of CelluliteHad it up to here with Cellulite? Want to get rid of it forever, and make your body all lovely and sleek? Yeah, me too, so I when one of my old 'Gym Boys' showed me this Exercise years ago, I started doing it al the time, and changed it up a bit to make it work more effectively for me. This is a great Exercise for Women, but I know for a fact that 'manly men' do it, too! ha,ha! (Oh, and in case you are thinking something 'innaccurate' about the 'Gym Boy' thing, that's just what I used to call all the guys at the gym where I used to work out a lot -- it's a term of endearment, but in no way a reference to anyone I went out with -- I either call those guys "that crazy old jerk" or "one of my great old friends". Planting And Nurturing Your Contacts And Resources The success level of your bodybuilding endeavors is highly determined by the contacts and resources that you posses and have access to, as well as these that you can offer to the world of bodybuilding.Success is achieved through desire dedication, effort, simplicity, and consistency. Exercise The Right Way - The Back Squat Other articles in this series looked at a number of exercises, mainly from the perspective of developing a comprehensive muscle building program. Sometimes we take things for granted, especially when it comes to performing the basic exercises that constitute the core of most bodybuilders' training regimes. 3 Biggest Benefits of Strength Training Strength training is exercise that uses resistance to strengthen and condition the musculoskeletal system, improving muscle tone and endurance. "Strength training" is used as a general term synonymous with other common terms: "weightlifting" and "resistance training. Are Prohormones A Safe Alternative To Anabolic Steroids? Steroid prohormones such as androstenedione and dehydroepiandrosterone (DHEA) have become popular in recent years as safer alternatives to anabolic steroids, but two questions need to be answered: 1. Are they effective in stimulating muscle growth? 2. Body Part Isolation vs. Complex Movements in Strength Training - Build Real Muscle Instead of Fake! Working as a fitness professional, there is one type of question I get all the time that shows that many people are missing the big picture regarding the benefits of strength training. This popular question usually goes something like this:"What exercise can I do to isolate my _______ (insert your muscle of choice - abs, quads, biceps, triceps, etc)?"It doesn't matter which muscle someone is asking about, they always seem to be asking how to 'isolate' it. Know Your Muscle Building Exercises - The Back Every bodybuilder and weight trainer will have his or her favorite exercises for each body part. That's how it should be - as you progress through the various stages of learning you'll understand what works best for you. Exercise The Right Way - Seated Pulley Rows Other articles in this series looked at a number of exercises, mainly from the perspective of developing a comprehensive muscle building program. Sometimes we take things for granted, especially when it comes to performing the basic exercises that constitute the core of most bodybuilders' training regimes.
|
| home | site map |
| © 2006 |
