Know-How Exchange : Strategy

Tushima,

having spent over several years in the consulting industry I have found the following to be helpful and it will be helpful to you in your report to management.

"What Is Missing?" HERE IS "WHAT'S MISSING".

DEVELOP AN OPEN RELATIONSHIP WITH YOUR CLIENTS
Speaking with customers opens huge doors to what motivates our clients. What I really mean is allowing them to be real about the business they recieve from you is key to maintaining customers. A rich in depth conversation with your existing clients will open up your understanding as to "what struggles they have" OR "what they like or don't like" about your services or products.

GET CUSTOMERS WHO LEFT TO SHARE
Most importantly to you (only if you can motivate your former customers to open up now that there gone) is to get the customers who left your gym to share with you about why they left. Waiting too long to get this kind of feedback will end in disaster so here is what I recommend for my most successful clients.

CREATE AN EXIT INTERVIEW PROCESS
It would be in your best interest to make an exit interview on every customer that leaves your facility from here on out. This way you can connect the dots to why they are leaving. This is the real clue as to why your business is down. Remember everything leaves a clue or a trail.

CREATE A CUSTOMER PASSION EVANGELIST RETENTION DEPT.
Retaining your exiting clients is another way of increasing your business. Happy existing clients refer new business to you instead of leaving you high and dry. A (*CPE) Retention department will insure that there is CONSTANT COMMUNICATION. Customers leave when they are ignored or feel abandoned. Don't you ever do this to your customers unless you want them to leave. Ask your management team to be diligent in this area as your work to restore their clientele.

CHALLENGE NEW RECRUITS (CLIENT REFERRALS)
When you recruit NEW CUSTOMERS to your organization be sure to have your Sales force educate your client on the importance of CLIENT REFERRALS. This is the best way to get more bang for your buck as you bring new people in. Give new customers a bonus of some type for referrals.

Tushima I am positive these things pass the 3 C's. They will work with out regard to Company, Continent or Culture. If you are not getting excellent results from these key principles please click on my blue profile name and send me an email. I'll be sure to go into more specific detail if needed. Thanks for your time and remember 97% of the people "let things happen" 3% of the people "MAKE THINGS HAPPEN". Is there anything else I can do for you?

Your Servant, Deremiah, *CPE (Customer Passion Evangelist)

Tushima, your question reminded me of another Q&A thread that was posted here in July. You might check out Fitness club marketing.

Sure Tushima,

I would love to help you gain some insight on good questions to ask. I am out on tour & have an all day round robbin coaching session with nearly 15 clients tomorrow. But I will be available to shoot emails back and forth to you on this Friday. Will that work for you? Click my client profile and send me an email if this is convenient for you. Again I would love to serve you and provide you with some thought provoking questions to ask your client. I'm so glad %:-) I could help make your day. Is there anything else I can do to help you prepare for the greatest experience of your life? You don't realize it but your door of opportunity is open...so walk through and receive it. Plan your work and Work your plan and your Plan WILL work. Remember U-R Born 4 Great Things!

Your Servant, Deremiah, *CPE (Customer Passion Evangelist)