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Category: Studio Management

Questions and information about, Staff Development, Teacher Development, in studio client engagement, studio maintenance and organization, scheduling and information management.

  • Discover The Secret to Getting Your Client to Book Their Next Session

    Discover The Secret to Getting Your Client to Book Their Next Session

     

    Client Retention is a key factor in the health of a Pilates Business

    Consistency is key. Helping clients maintain a consistent schedule is the first step in increasing client retention. As Pilates Business owners, we all have faith in our “product” We have felt the results, and we have found the beauty in feeling healthier and stronger. However, sometimes we need to give our clients a little extra help in discovering this magic. A consistent schedule is a great step in the right direction because it helps your clients establish habitual behavior that will help them reach the fitness goal of feeling great.

    Imagine the following scenario. It’s the end of the session, and the client has the beautiful glow of a body that has moved in all planes of motion. Now it’s time to schedule the next session and the teacher says, “Do you want to make another appointment?

    In this scenario the client a giant opportunity to say “no”, or “I’ll call you”, or “do you think this is helping”? And any of these questions could lead to the attrition of a client that might have found the magic in Pilates in just one more session.

    Ask questions or make statements that give everyone what they need:

    • “Let’s get you in the schedule again”
    • “Let’s go make another appointment”
    • “Wow I am sure that at your next appointment we can accomplish …”

    When the scheduling of the next appointment is assumed you are giving a gift to your client. You are making it easy to be consistent and supporting healthy behavior. Try this at your next session let us know how it goes.

     

    Client retention will Increase if your clients are accustomed to seeing More than 1 Teacher

    Having multiple Pilates Teachers is a treat. Everybody learns differently and hearing a concept explained by more than one mind increases the chances of movement integration and improvement. If we teach from this assumption, it makes it possible to maintain our own work life balance without sacrificing our client retention and consistency. Now we just have to convince our clients of this.

    Imagine this scenario – You have a vacation next week, but you usually see this particular client twice a week and she loves you! And by love I mean she LOVES YOU! She calls you a miracle worker (though we all know movement is the miracle) and wants you to have everything in this world! It’s time to schedule her appointments while you’re gone and you say, “Do you want me to find you a sub?”

    First of all this client loves you and would never want you to be inconvenienced, so if you offer this as a question she is going to say no…Because you would have to go to extra work and she would never want that for you.

    Do the work ahead of time:

    • Find the sub ahead of time. That would give you the ability to say, “I found you a sub for next week while I’m gone, let’s confirm those appointments with Dawn.”
    • With this sentence you are stating the name and you have already done the work.
    • Your client would never want any work that you do to go to waste.

     

    There are always going to be barriers to scheduling the next appointment in the moment.

    Efficiency is key. If a client is standing in front of me and I say, “do you want next Tuesday at ten?” and she says yes, the next time I have to think about that appointment is next Tuesday at ten.

    There are always barriers to scheduling like:

    • Calendars that are left in the car
    • Appointments that need to be confirmed
    • Errands that have to be run
    • Kids that have to be picked up

    These barriers can make scheduling in the moment difficult.

    Use the following lines to help set up that habit of scheduling efficiently.

    • “Let’s pick an appointment, and you only need to call if it doesn’t work.”
    • “Do you want to make this appointment recurring and then you only have to tell me when you can’t make it?”
    • “I only have these two appointments next week, let’s pick one.”

    <p “=”” style=”text-align: left;”These get the person in the schedule, and if she gets down to the car and it works, all is done. This is a convenience for your client as well as you./pp “=”” style=”text-align: left;”>The way that you use your words at the end of your session can go a long way towards improving client retention and thus keep your bottom line moving in the right direction.

    When the scheduling of the next appointment is assumed you are giving a gift to your client. You are making it easy to be consistent and supporting healthy behavior.

    Try this at your next session let us know how it goes.

  • 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.