dynamic customer service - nihca · 2019. 5. 10. · business rather than tear it down. ... wes”...

DYNAMIC CUSTOMER SERVICE

Sit or Get Off The Pot!

8 Steps to creating a culture of customer service & Making A Difference.

DYNAMIC CUSTOMER SERVICE • What does it mean to be DYNAMIC?

• It can be something grandiose

or something as simple

as this!!!


• Tell me about a great customer service experience you had?

- Walmart! Love it or

Leave it???


• Tell me about BRANDS that you are loyal to and why?

• Apple brand loyalty


• What does it mean? First thing you need to know is that hospitality/

customer service is a LIFESTYLE and you need to live. LIVE every day, eat, sleep and breathe!

WHAT YOU NEED TO ASK YOURSELF:

• How do I create that Lifestyle?

• How do I create loyalty or need?

• How do I deliver on the customer service experience?

• How do I create this culture in MY business?

•8 ESSENTIAL STEPS to creating this culture at your fitness center!

8 ESSENTIAL STEPS TO CREATING A CULTURE OF CUSTOMER SERVICE!

1.) Create “A Day In The Life” of your customer.

• Who is my customer?

• What are their needs?

• How can I go the extra mile to help?


2.) Create a Customer Service Vision Statement. • Do you have one? What is it?

• Creating a customer vision statement is something that is going to create the culture with your staff.

8 ESSENTIAL STEPS TO CREATING A CULTURE OF CUSTOMER SERVICE! • “KEEP CALM and M.A.D. –

Make a Difference” - this was the customer service vision statement that I created for you in this presentation.

• “ If someone forces you to go one mile, go with him two!” - Matthew 5:41


3.) CREATE 3 pillars for your Customer Service Vision Statement. Previous example listed 3 pillars: Master, Personalize & Give More.

• Make a list of the attributes that are the most important to you in your business…pick the TOP 3 as your pillars.


CrossFit =

A Family of Athletes?

Creating A

Culture


4.) Create and NEVER & ALWAYS list!


•Create your own ALWAYS & NEVER list using the sheet in your power point hand-out to help.

•Ask your staff their ideas on some “Always & Nevers”.

Customers talk….what are they preaching about your business? Create the Always/ Never list as part of the

guidelines for the culture of customer service you will create.


5.) Create a Customer Service Checklist for employees.

Incorporate CSV (Customer Service Vision) training into every new employee. Some experts suggest you do this every 90 days, but you can also do this everyday! Training can be as quick and simple as asking questions like:

- Tell me what you did for a client to make a difference in their day?

- Did you compliment them on a great workout?

- Did you send them a post card because they need a little extra encouragement?

- What did you do to help our clients?


STAFF ACCOUNTABILITY QUESTIONS 1.)Who?

2.)Where?

3.)Why?

4.)What?

5.)When?

6.)How?

- Make sure these questions coincide with your Customer Service Vision Statement!


• Have you taught your staff to use F.O.R.M.?

Note: Whether it’s

over the phone or

in person, your staff

should be able to

find out at least

two personal things

about the

member.

WHY?


6.) Create a SECRET SERVICE SYSTEM: What is it?


Secret Service System: • Secret shop your employees.

- Call & be the customer

- How do they handle their classes

- How do they handle complaints

- Have your clients/members or fellow family athletes, fill out a compliment card

- Evaluate their customer service on a regular basis

• Create accountability with your staff. They are the front lines of your business and they make or break it with their attitude. Make sure your R.O.P. is helping to build your business rather than tear it down.

• This is about building up your employees to make sure they want to provide the best experience possible for a customer.


WHAT’S YOUR RETURN ON PAYROLL!

• “Chubby/out-of-shape/hung-over personal trainers who, while training, alternate between talking about their hang-overs, looking at their cell phones, watching TV monitors, and taking up too much space and leaving a trail of equipment in their wake. When asked politely to please make room or pick up the abandoned equipment, they respond with attitude. They employ used-car-salesman tactics to make their new customers believe they're getting a great deal (friends I've referred from work have had to endure the tour/runaround/no straight answer crap). It's all such BS! I wish they'd get their act together, because the location closest to my work is so close.“ -Anonymous


• This was an ACTUAL Quote off the internet on the same page!

• “After reading these comments, I would like to offer my assistance as a secret shopper. I am free to travel the country [at your expense, of course] and evaluate your locations from an unbiased perspective. Since I am an average person, who appreciates good service, and intelligent working businesses, I could just truthfully let you know a layman's experience in your fitness centers. I am by no means, loyal to any corporate entity or pressure, so my input would be pertinent and true. Information that is exact is hard to come by, and information equals $$$$$. Call me, And give me the job, so you can work out the minor issues that are still plaguing your franchises, and costing you customers. - Wes”


7.) Implement and Execute: Implement your new strategy for customer service. One by one, go through each of the tools and apply them to your training.

• Ask the tough questions, secret shop your employees, find out which ones need to be reprimanded, talked to or maybe even fired.

• Train your staff with the “Always/ Never” list, the staff accountability questions, talk with your staff about a day in the life of your members, create a culture of customer service through on-going training, create the Customer Service Vision Statement, use the 3 pillars of CSV, and use F.O.R.M.


FOOD FOR THOUGHT

•Remember it takes 20 years to build a business and 5 minutes to ruin its reputation.

• It’s easier to keep a member, than to find a new one

• Let your customer service culture be your marketing and advertising!


8.) STAY CALM and M.A.D. – MAKE A DIFFERENCE!

- Keep working these steps regularly and continue making a difference not only with your clients but also with your staff! Help them to be the best they can be…... through Quality Accountability Training, Continuing Education and being Contagiously Passionate!

- Think Mr. Dicky Fox and the movie “Jerry Maguire”!!!


Thank you everyone for joining me

and

Thank you for your support and for letting us be your friend in the fitness industry!


NIHCA wants to help you:

N – Nationwide incentive programs

I – Involve your facility and staff

H – Help your facility be better

C – Cooperative buying power

A – Ask questions ~ ask why!


NIHCA's mission is to enhance the services offered at fitness center’s nationwide, to increase club

membership and retention rates primarily through the use of incentives, and to provide networking and partnership opportunities among club owners and managers. Operating as a non-profit organization, NIHCA pledges to act on behalf of its members to

maximize the strength of the association.

dynamic customer service - nihca · 2019. 5. 10. · business rather than tear it down. ... wes”...

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