How to Sell More fitness Memberships? Boost your service on the phone
Traditionally gyms, personal training and wellness studios have been great at delivering good customer service to attract clients and close sales. However, as technology is improving, the level of service in some clubs, is slowly declining. Clubs are relying more on sms and email to communicate which lacks the connection of a person-to-person call.
There is definitely a place with technology, sms and AI in your marketing. If your customer has not purchased through technology on your app or online, then it’s time to get connected. Here are the answers to the most common questions that we get asked.
When should I call new leads? The best time to call any new lead is as soon as the lead has come through to you, or as close to it as possible. The lead has obviously just seen your promotion so they might have spare time to take your call, and this is also when they are most motivated. Start calling from 830am weekdays and call at different times of the day if you are first unsuccessful as they may not be available at that timeslot due to work, studies or other commitments.
How often should I call the lead? Your lead is the most motivated to take action when they have just sent their lead through so call as soon as you have received the lead and if they do not answer then try again in the afternoon. Then again, the next day and daily for 4-5 days.
What should I say? The language you use is really important so definitely have an incoming script or set of questions to step the customer through a mini goals analysis to ensure they are ready to begin and to allow your staff member to be able to focus for a few minutes while they are still busy in the club. If you have to leave a message, ensure you are letting them know that you are wanting to help your customer with their health and fitness goals or tailor it more specifically to your services. For example, a Pilates studio could say that they are really looking forward to helping their prospect with their core strength and flexibility. Letting them know that you will be calling back tomorrow or this afternoon will increase the connection with the customer as you are being thorough with your communication. This will boost the customer’s experience and good service helps to build trust with the brand. (Click our trial below for our scripts).
Should I tell prices? After mystery shopping many fitness brands recently, no you shouldn’t tell prices…. well first up anyway. Why? Because this makes you seem like you are transaction focused more than you are customer focused to the consumer. Always ask five or so questions about your customer, their goals, what they are wanting and when they will be fitting in their classes or workouts into their week before you start talking about your club or studio and solving their problem and discussing finances. This has been the feedback from multiple mystery shopping analysis as well. Customers that were told about the club and prices upfront didn’t feel cared for by the customer.
Special tip: Always leave notes in your system about the client. Record what their goals are, what you said over voice mail or in person and what the next steps should be. It will keep the next call a warm call and demonstrate the level of service in the club.