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Getting Onside
Onboarding members and obtaining quality feedback Nick Kirk Our - - PowerPoint PPT Presentation
Onboarding members and obtaining quality feedback Nick Kirk Our - - PowerPoint PPT Presentation
Getting Onside Onboarding members and obtaining quality feedback Nick Kirk Our first points of contact Enquiry/Studio tour: Put the captains hat on First Consultation: Get informed, link to services, provide solution Member Joins!
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Is the member on board?
A member is not on board just because they’ve signed a debit form, paid for 10 sessions or even signed a 6 months contract.
Market Sell Convert ”On-Board” Finishes after first session, welcome email, or even consult!
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Get them involved early.
Seminars Transformation Challenges Open Days End of year parties Social media Group Training Retreats Anything besides PT that adds value!
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Give them an Identity.
Status, nickname or even ownership of an exercise
These are completely unique to your business and your client!
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Play to their behavioral style.
Some members will appreciate a standing ovation where as some will appreciate a quiet handshake.
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Give them recognition.
Regularly review your clients achievements – no success, big or small should go unnoticed.
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Feedback
A client giving feedback can be more uncomfortable for them than a H.I.I.T session A clients feedback can be uncomfortable for YOU as an owner/ manager Feedback can be uncomfortable to receive as a trainer.
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Feedback
Most clients will simply appreciate you take the time to give them the opportunity to give feedback. Each client should be assessed as to how they would like to give feedback The key to obtaining good quality feedback is INTENT
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Types of client
THEY Approach YOU to give feedback YOU approach and GET feedback YOU approach and they give “BUDDY BUDDY” feedback YOU approach and they AVOID feedback
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What are our intentions?
Improve retention Improve the quality of service Develop your trainers Increase referrals Improve client results
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Checking In!
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What we look for
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Having trouble? Pick your top 10
The clients that you personally have the best relationship with may be able to give some honest, constructive feedback without the risk of offending.
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