Earn Immediate Loyalty With Over the Top Service

Let’s face it, true service (what a brilliant tag line Kal Tire has adopted, a whole mission statement in two words) is very, very rare in our society today. Last weekend I gave the example of going to Home Depot, having only the self checkouts open and then the machine asking me how many bags I used and wished to purchase. I understand the argument the company hides behind in that reducing bag use is good for the environment; however it’s sad that I now have to shop in an understaffed warehouse, ring in my own items, bag them myself and pay for them without any feeling of added value. They rely on a brand and recognition and never earn any amount of true loyalty because the customer doesn’t leave feeling valuable. Soon they won’t even take the items off the truck (which generated a business idea this weekend.) As a fitness professional you will never be able to afford to rely on your brand image so you must condition yourself to provide over the top service. When you do people notice because it’s a rarity that slips further away each day as more and more mom and pop outlets fade from our mainstream shopping. If you make your clients feel valued they will stay with you forever. It’s critical that you call your clients instead of always relying on electronic means, send them random text or email affirmations, a thank you card and giving them your 100% best in every session is a recipe for long term success. I know this sounds like common sense but it’s continually amazing to me how many trainers are seriously missing the boat or just plain don’t understand the mechanics of true service.

On the flip side before moving into our new home my wife and I purchased a new dining room set from a local furniture store, I was amazed that the salesperson took the time to call me and said the following, “I know you and Wendy have a lot on your mind with the construction of your new home and you were concerned about your furniture arriving before Christmas. It’s going to be a little bit yet but I’ve just learned it should arrive before the end of November and I just wanted you to know as you have enough to think about already. Have a great day.”

She didn’t have to do that, we had already felt she had given us good service and were pleased with the result, but what she didn’t know is that we’ve also been looking at other furniture and were kind of on the fence about a few pieces and where we would get them from, it’s safe to say we’ll be back to see her the moment we’re ready to buy. See how simple that was for her to earn our absolute loyalty? One additional phone call.