fitbusinesspros.com

Author: Laurie Johnson

  • What Is Branding? 5 Essential Elements For Building A Successful Boutique Fitness Brand

    What Is Branding? 5 Essential Elements For Building A Successful Boutique Fitness Brand

    What IS Branding And Why You Need To Know

    When I first bought my Pilates studio, I remember being so excited to have my logo and website designed. I didn’t ask myself, “what is branding?” I just knew I wanted it to be beautiful.

    I hired a graphic designer, paid for an hour-long design consultation, and slogged through 3 rounds of revisions before we finally arrived at the finished, very pricey logo.

    what is branding

    Looking back, I realize that the process was arduous and expensive. I thought that the measure of a perfectly branded business was me loving it. Since then, I’ve learned that what’s perfect about branding isn’t just the logo or website.

    I’m going to share with you 5 key elements you must consider when asking yourself, “what is branding?”

    When you need the answer to “What Is Branding?”

    It’s critical that you know the answer to the question “What Is Branding?” before you do the branding work.

    what is branding

    That’s because branding is so much more than just a logo or a tagline. It’s a strategic approach that helps individuals build a successful boutique fitness brand. In today’s competitive market, effective service business branding plays a crucial role in

    • Differentiating your business
    • Building trust and credibility
    • Connecting with your potential clients
    • Increasing awareness of the possibility that your service meets their needs

    When you’re looking to build a boutique fitness brand, you will end up having created the 5 essential elements branding experts say you need, your:

    1. 1Brand Identity
    2. 2Brand Messaging
    3. 3Brand Personality
    4. 4Brand Consistency
    5. 5Brand Engagement

    what is branding

    Creating Your 5 Key Elements Is Not As Simple As Answering The Question “What Is Branding?”

    There are lots of choices that can be made to produce these 5 elements. Which means that

    1. 1An infinite number of outcome variations are possible
    2. 2Some variations will be more effective than others

    The way to ensure your variations lean toward the more effective side is to be conscious of what informs your choices.

    Here is the most important thing to know about branding!

    If you only take 1 lesson learned with you from this article – let this be it!

    1. 1All human beings have an “ego”. Not just the customer, the marketer has one too!
    2. 2The ego’s role is to maintain the drive toward “pleasure and satisfaction” and away from “pain and dissatisfaction”.

    what is branding

    The ego is constantly ask questions like 

    • “What’s in this for me?”
    • “Will this help me meet my present needs, desires, wishes, goals, whatever they are?

    With that profound and simple truth in mind, which of these choices regarding the best answer to the question “What is branding?” is likely to be successful?

    A

    “YOUR brand should reflect YOUR unique personality, YOUR values, and what sets YOU apart from others in your industry.”

    or

    B

    Your brand should reflect the unique personality and values of your CLIENTS, and effectively communicate that YOUR brand exists to fulfill THEIR needs.

    [theme music from Jeopardy playing as you consider your answer}

    The choice you make will mean the difference between becoming an average brand or an extraordinary brand!

    Hopefully you chose B as your answer.

    what is branding

    Because developing the 5 elements of YOUR boutique fitness brand, while holding the unique personality and value of YOUR clients in your mind, will help you craft the content variation that effectively communicates that YOUR brand exists to fulfill THEIR needs!

    The 5 Elements

    1

    IDENTITY

    The visual, verbal, and sensory elements that represent a brand:

    • Brand name
    • Logo
    • Colors
    • Fonts
    • Visual style

     

    2

    MESSAGING

    The language, tone, and style that a brand uses to communicate with its audience:

    • Brand story
    • Tagline
    • Elevator pitch
    • Overall tone of voice

     

    3

    PERSONALITY

    The human-like characteristics associated with a brand to make it more relatable to consumers.

    EXAMPLES:

    • Exciting: Bold, adventurous, and daring. 
      • Example: Red Bull.
    • Sincere: Honest, genuine, and down-to-earth.
      • Example: Dove.
    • Innovative: Creative, cutting-edge, and visionary. 
      • Example: Apple.
    • Authentic: Genuine, transparent, and real. 
      • Example: Patagonia.
    • Friendly: Approachable, welcoming, and warm.
      • Example: AIRBNB.

     

    4

    CONSISTENCY

    The need for a brand to be uniform and recognizable across all channels and touchpoints.

    • Visuals: 
      • colors, typography, and design images
    • Tone of Voice:
      • emails, social posts, and ads
    • Customer Experience:
      • service standards, quality, and customer support across in-store, online, and on social media.

    5

    ENGAGEMENT

    The act of creating emotional connections with customers through interactions and experiences with the brand

    • Social media interactions
    • Customer service interactions
    • Providing valuable content
    • Creating a community around the brand

     

    The Bottom Line on the question “What Is Branding?”

    The bottom line is this: effective branding is essential for building a successful boutique fitness brand. This is accomplished by starting with a client-centric point of view to craft the 5 essential elements of branding.

    1. 1Consistent brand identity (colors, fonts, etc) 
    2. 2Brand messaging that highlights potential client transformation
    3. 3Transparent and honest brand personality
    4. 4Brand consistency across all channels
    5. 5Client-centered brand engagement

    You can create a strong and memorable boutique fitness brand that really resonates with your potential clients.

    By helping others achieve their personal goals you will build trust and achieve your personal and professional goals.

    what is branding

    Investing time and effort into understanding and implementing these branding elements will put you well on your way to crafting a boutique fitness brand that will thrive in today’s competitive market.

  • Tips And Tricks to Get Lost Clients Back

    Tips And Tricks to Get Lost Clients Back

    How Lisa got 60% of lost clients back into her studio in under an hour.

    Winning back lost clients is far less difficult (and expensive) than winning over brand new clients. If you’re a studio owner like Lisa and notice clients dropping away from your schedule than don’t go another day without this trick.

    Lisa owns a Pilates Studio in Hartford, CT.  It’s her and 2 very part time instructors teaching Private, & Semi-Private sessions and Group Mat Classes.  Lisa teaches about 35 hours a week and also does all the studio management: Marketing, finances, administrative, and cleaning!

    Over the past week Lisa has been thinking about a few clients she hasn’t seen in awhile.  When she pulls up her “client at risk” report in Wellness Living she is stunned to see that there are over 30 clients that haven’t been coming in over a month.   Lisa knows that her client average monthly worth is $112 so with a quick calculation in her head she knows she needs to do something.

    Where are these clients going?  Seeing the list of names is helpful and it reminds her that

    • Christine’s father died 2 months ago,
    • Eugene and his wife went on the trip to Costa Rica for 2 weeks.
    • Molly got a new job and her schedule changed.  
    • Meg comes and goes frequently depending on her back pain flare ups.  
    • Joan? Where has she been? She loves her Thursday class.  

    The problem is: life happens.  

    There’s weather, vacation, illness, car trouble and schedule changes.  When a client’s routine is thrown off course it is very easy for them fall out of their regular practice and become one of our “lost clients”.

    Lisa wants these clients back and she wants to give them incentive to get back in immediately. 

    There are a number of ways to re engage lost clients but this one won back 60% of her lost clients including Christine, Eugene and his wife, Molly, Meg and Joan.  

    Lisa sent all of her lost clients a postcard inviting them back for a RE-introductory package.  

    Shew always starts clients off with an Introductory Package: 3 Private sessions at a 15% discount. 

    This offer is well known for being available to new clients only.

    Her postcard invites these lost clients back in for a re-do. She decides to add a free water bottle as a bonus incentive along with the package discount.  She also includes a quick note on each one- 

    “Hi Eugene! How was Costa Rica?  I hope your plantar fasciitis didn’t flare up. Call me up- I can get you and Karen in first thing next week -Lisa”.  

    As the calls start coming in Lisa is surprised to hear most of the lost clients say:

    “I’ve been meaning to call, I’ve been meaning to come in…I’m so glad you reached out”

    Lisa is surprised because she knows her CRM has reached out to these people through the auto email notification that sends out whenever a client hasn’t been checked in for 3 weeks.  

    “It was so nice to get something in the mail! All I ever get is bills or junk. Your note reminded me of how much I miss my Pilates!”.

    Lisa is so impressed with her ROI on this postcard campaign that she incorporates running this “client at risk” report into her monthly to do list.  

    In 6 months she’s noticed a significant decrease in lost clients because she wins them back so quickly with her Re-introductory offer.

  • How to Make a Great First Impression

    How to Make a Great First Impression

    First impressions are formed almost instantly and we tend to get really attached to our first impression of someone or something.  What are folks’ first impressions of your studio?

    These days a person’s first impression of your fitness studio happen in a lot of different ways: Social Media ads, email messages, a phone call or an in person experience.  This blog post is going to address the “walk in”. The person who walks through your studio door, a little hesitant, and says “Yes, hi. I was looking for some information” or the brand new client who is arriving for their first class or session.

    making a great impression at your pilates studio

    You can  make a big impact with your first impression.  All it takes is a little effort and planning. If you create a great, welcoming first impression it will be much easier to overcome any objections the new inquiry/client might have such as price, and commitment.  

    The 1st First Impression: Finding the Way in

    Take every step you can to make sure your client knows where to park and how to enter the building. 

    Tip: Make your signage clear and welcoming. Re-frame the language of any signage that sounds negative.  Instead of “no shoes” place a pretty sign that says “place your shoes here”).

    The welcome area should look like a place where someone would find information.

    Tip: Think about a person walking straight into an open studio. They might feel like they are interrupting, or not supposed to be there.  A front desk, or a welcoming table will give this unfamiliar person a place to land. (Another tip: Have a place for them to sit. I’ll explain why later..)

    This area should reflect the personality of your studio.  

    Tip: Cozy. Elegant. Cool. Nurturing. Modern. Serene. Invigorating. What describes your studio’s tone?  Make sure your welcome area decor reflects that.

    Keep everything clean, and organized. 

    Tip: Try to keep the inevitable “office clutter” out of sight.  Staplers, File folders, Cups of coffee, Instructor’s cell phones and belongings, notes and paper clips should all be stashed away out of sight.

    The 2nd First Impression: The Greeting

    Have staff  greet the client when they enter.  

    Tip: If you don’t have front desk staff create materials (welcome brochure, contact info collection form) and you can designate an Instructor who can welcome the client and give them an instruction: “

    • Hi! Welcome.  Have a seat- I can be with you in 5 minutes”.
    • “Hey there! I’m with a client right now but would love to answer your questions. Have a seat, or leave your contact info and I’ll give you a call at 3pm”.

    If this is a “walk in” looking for information, have them sit down with you.  Sitting down will relax them and plant a seed of commitment. Make it casual – not like “let me take you into this room and we will sit down and I will give you a sales pitch”.  It helps if you have places to sit in the landing area. Say hello to your walk in with a big smile and answer with “Yes, I can help you with that. Here, have a seat.”

    If this is a brand new client welcome them! Then introduce them around. Remember, they are walking in for the first time and know nothing about your studio.

    Here are some small details to show them:

    • Where to put their shoes and belongings
    • Where the bathroom is, where they can change or and take a phone call if necessary
    • Introduce them to any staff, or clients (if appropriate) nearby
    • Supply them with new client paperwork and let them know where they can fill it out and what to do with it when they are done.
    • Help them get ready for class.  Where do they get their props? When will their teacher arrive? Tell them where and how to pay.
    • Inform them about any auto emails or texts they will receive and tell them how they can customize or change them.  
    • Engage authentically.  Have you ever had the experience where you called customer support (your cell company, cable company, etc) and it felt like you were talking to an actual person rather than a headset and a script? 

    The difference between customer service phone calls is what I’m talking about.  Talk to this new inquiry or new client as you would if your friend just introduced the two of you.

    The Last First Impressions: The Goodbyes and Followups

    Layout and explain their next step.  

    Tip: Whatever action they took at your studio that day there is something next.  If they scheduled their first appointment, explain what email notifications they will get, what they should wear to their first appointment, and what payment methods you accept. If they gathered info but didn’t schedule or purchase tell them what comes next. Will you follow up with them in a few days? If it was their first class, ask them how it was or how they feel.  Suggest another class you think they might like.

    Offer them their payment options. 

    Tip: A lot of business coaches would teach  you tactics on how to push this new client into a large commitment sale but we strongly believe clients see right through these sales-y schemes and it turns them off.  Be honest. Explain the benefits of packages and memberships but act as if a single class is just as awesome.

    Make sure you have their contact info.  

    Tip: This person is now a hot lead or a new client you definitely want to be able to follow up with.  

    Say bye and use their name.

    Tip: “Bye Michelle! Have a great weekend”  “Amy, it was wonderful to meet you. We’ll see you next Thursday.” Not only will this create a personal connection as they are literally walking out your door but it will help you remember their name for their next visit!

    The Follow Up:  

    Your first impression can last even after you say goodbye. You should now have this person’s contact info and you have some choices depending on your personal style. 

    You can call or email the new inquiry/new client up a few days later.

    Tip: Express again how nice it was to meet them, ask if they have questions, feedback or how they felt after taking the class.  

    BEST IDEA:You can enter their email in your carefully crafted sales funnel.  

    Does that sound sales-y, impersonal and scary to you! It doesn’t have to be.  Fitness Business Pros can help you set up an organized, time saving and VERY personal set of auto emails to turn any warm or hot lead into a raving fan. 

    There are so many opportunities to make or blow a great first impression.  

    When you go to your studio tomorrow arrive early so you can take the time arriving as if you were a new inquiry or a new client.  Think about the points made in this post.  

    • Where are you on point?
    • What can you improve today? 
    • What can you improve over the next month?

    Let us know in the comments.

  • What Everybody Ought to Know About Managing Difficult Clients

    What Everybody Ought to Know About Managing Difficult Clients

    The Problem with Difficult Clients

    Working  closely with people is rewarding and typically a pleasant experience however it isn’t always easy.  Difficult clients exist and you will experience them in your studio. Lovely clients will have off days and can surprise you with a problematic interactions or demands.    Imagine that your 9am client has a big feeling about being charged for last week’s late cancel and there is a heated conversation. This could potentially rattle you off course for the rest of the day- keeping you distracted from your other clients.

    Not having a plan or a system to handle these situations can leave you feeling unprepared and surprised.  This will make it much harder to remain calm and professional when these difficult situations arise.

    Follow these tips and before long you’ll be taking difficult clients (and situations) in stride.

    3 Phases to Managing Difficult Clients

    1. Be Prepared:

    One of the best ways to avoid difficult situations is prepare ahead of time.  Make sure your studio policies are clear and fair. Make them very available to clients!

    Ways to be prepared

    • Have clients initial or sign a studio policy sheet during their intake process.
    • Create an easy to read sign that is easily view-able on your studio wall.
    • Include your most “heated” policies (i.e. cancellation, refund, extension) in your email signature so they go out in every email communication you send.
    • Post your policies on your website.  You can include a “why” for the policies if you want.

    Set Boundaries. 

    (BONUS: Some boundaries can be clearly stated in your policies).  Figure out what you will and won’t do and write these boundaries down.  Will you answer emails and phone calls all day long? Will you run over session time if you client arrives late? Remain firm and consistent so clients aren’t confused, and you can avoid misunderstandings. 

    Get your team on the same page!

    • Make sure staff is VERY clear on studio policies and why they are in place.
    • Staff should know what what they have the authority to do; work out a situation, make a decision, bend a policy, etc?.
    • Staff should know who to pass the problem too if they are not allowed or equipped to see the situation through.  i.e. studio manager, owner, bookkeeper.
    •  Staff should be able to tell the client who they are handing the problem over to so there is clear follow through.

    2. When It Happens:

    Stay calm. Becoming emotional or defensive will only escalate the situation.  Take a deep breath and ground yourself. If the interaction isn’t live (i.e if it is an email or voicemail) take some time to prepare yourself so you can approach the interaction as neutral as possible.

    Active listening.  Many difficult situations can diminish when a client feels listened to and heard. Make eye contact, don’t interrupt, make small reaffirming noises or physical cues (“mm-hmm…” “I see”, head nod).  Reflect back what heard them say to make sure you understood it correctly. Ask questions to clarify (don’t make assumptions).

    More Tips & Tricks:

    • Frame things in a positive light.
    • Own it if you were in the wrong.
    • Respect yourself and them.
    • Apologize if necessary.
    • Focus on solutions rather than blame.

    3. when it’s over

    Do what you say you’ll do.  If you said you’d ask a manager, make sure to ask the manager and that the client is responded to.  If you won’t charge them for the class, make sure they are not charged.

    If it was an accident/oversight on your part brainstorm ways to make sure this doesn’t happen again.  You can communicate with the client what you plan to do.

    If it was a misunderstanding figure out how you can be clearer so other clients aren’t confused in the future.

    Check in:  If it feels appropriate check in with the client in a few days and see if they are happy with the resolution.

    When you feel prepared and have a plan in place you’ll find that these difficult clients are much easier to handle and the situations are must easier to let go of when your next client walks through the door.