Learn names/USE them – both on greeting and during class I keep an aide memoire of names (eg “likes spot by the air con/window, cyclist, great roll up, fell off fit ball and giggled”) I check the bookings system just prior to class and revise my names list. In a gym situation, I learn two names a week, write them down VERY quickly on site, transfer them to notes in the evening and again, revise the list just prior to class. I find It’s very effective and shows you take the effort.
Make time at the end of a class / or follow up via email Where possible, I try and allow time at the end of a class to be available for questions and I often find this time is very helpful for new clients especially. When I’m using a lot of equipment, I have an arrangement with a couple of friends who attend the class free and they put away the kit, allowing me time to do this important debriefing. Where this is not possible, I often follow up with clients via email on specific classes.
Arrive Early! Wherever possible, I arrive early and have the room set up before clients arrive. I think it looks much better if the mats are set up, fans are running, music is on quietly, equipment is placed by the mats etc as people enter the room.
Over 35 Degrees – Complimentary Ice Cold Spring Water It doesn’t happen that often, but when it does, I also provide everyone with a complimentary, ice cold bottle of spring water – left by the end of their mat. It’s no biggie (as get these at cost from the gym!) but the gesture does get noted. To cut costs a little, I have just invested in 20 stainless steel drink bottles and buy spring water in bulk. I put the bottles in the freezer several hours prior to class! I also have a pre prepared ice cold spray mist and walk around the class with this – that’s often quite popular too.
Clean Mats – Reassure Clients I typically take a couple of mats into the shower with me every week at the gym – thereby cleaning all 20 mats thoroughly every three months. Additionally, at the end of a class, I bring out several containers of disinfectant wipe and get participants to clean their mats – I think this creates a good impression.
Surveys – Customise classes Once people have been doing my classes for a few weeks, I send them a link to an online questionnaire Where applicable, if I make a change to a class plan or insert more a given style of move as a result of this, I let the people know – ie “so Jackie, more inner thigh work, just for you – careful what you wish for….”
Equipment Sales (at cost) A lousy business man perhaps but I feel I reap dividends of goodwill - I pass on discounts for Fitballs, Foam Rollers, Chi Balls etc
Follow Up On Client Queries I’m interested anyway – but when someone asks me a question I’m unsure about, I research it, publish it to the web site and send them a link. It’s a win-win on many counts – shows the client you are interested, you get to find out the answer for your knowledge, the website gets fresh contents (Google seems to LIKE fresh content!).
Kris Kringle (aka Secret Santa) / New Years Resolution Passes For friends These are only available to existing clients for their friends – it’s a bit of a loss leader but I publish the link between December and January.
Handout Leaflets In Class Although most clients find me now on Google, when they attend their first Group Class, I ask if they can take a few leaflets and place them on staff noticeboards, in staff lunchrooms etc