I'm sure you've heard it before: it's less expensive to keep a current client than it is to acquire a new client. Retaining clients is crucial to the success of any business, and most fitness business only keep half of the new clients that come through their doors. While attracting new clients is important, it’s equally important to keep current clients happy and engaged. Here are some ways you can improve retention in your fitness business:
1. Provide exceptional customer service
One of the most important factors in retaining clients is providing exceptional customer service. This includes greeting clients with a smile, remembering their names, and responding promptly to any concerns they may have. Make sure your staff is well-trained and knowledgeable about your services and equipment, so they can answer any questions clients may have.
2. Create a welcoming environment
Creating a welcoming environment is crucial to retaining clients. Make sure your studio looks good and smells good. Eliminate clutter, and make sure all areas are clean and orginized. Consider a selfie station, where clients can take pics and share them on social media.
3. Create personal relationships
Creating relationships builds community and client loyalty. Make sure your clients feel important at your business. Make sure staff learns client's names and some personal information about them. Offering personalized services can also help clients feel more connected to your business. Whether it's personalized fitness plans, intake interviews, nutrition advice, these can help clients feel more invested in their health journey and more likely to continue working with your business.
4. Keep things fresh and exciting
Keeping things fresh and exciting can help retain clients who may become bored with their workouts. Consider offering new classes, programs, or equipment to keep clients engaged. Host fitness challenges, workshops, or events to keep things interesting and encourage clients to connect with each other.
5. Listen to client feedback
Listening to client feedback is essential to improving your business and retaining clients. Consider asking for feedback directly, or creating focus groups to understand how clients are using and perceiving your business. Make sure to include new clients as well as seasoned long time members in your feedback collection. Use this feedback to improve your services and show clients that their opinions are valued.
6. Provide incentives
Providing incentives can encourage clients to continue working with your business. Consider offering rewards for hitting fitness milestones, referring friends, or attending a certain number of classes in a month. This can help clients feel recognized and motivated to continue working towards their goals.
By providing exceptional customer service, creating a welcoming environment, creating personal relationships, keeping things fresh and exciting, listening to client feedback, and providing incentives, you can increase the chances of retaining clients and building a loyal customer base.
Need some help curating your retention strategy? Book a complimentary Discovery Call with me today!