Customer Service & Retention

Here are 6 steps to increasing members’ Customer Service experience and retention.  Please learn them and integrate them into your time at work.

Communication

• Communication is the lifeline of any small business and allows us to work autonomously as well as effectively as a team. 

• Communication with members:

1. If you communicate what you are doing to members then they will be patient and appreciative.
2. Communication here can be made in person (telling them what you are doing/how you are going to help them), email, phone etc.

• Communication with staff:

1. If you communicate effectively to other staff members our collective job becomes much easier and makes members experiences more rewarding.
2. It helps us become a more efficient and professional team. 
3. Use Deputy and your group chats for group communication, or SMS.

• Communication with management:

1. Communicating effectively with management gives us greater clarity of what goes on at the front of the business.
2. Any issues, queries, questions or problems which cannot be immediately dealt with should be passed on straight away to the appropriate manager. 

• Communication with trainers:

1. Effective communication with trainers will help them grow their business while linking them with members who need their help – links back to member satisfaction and retention. 

First and last impressions count

• The Concierge Team is the first and last thing a member will see during their visit.  Every member should be greeted with a smile and a positive and engaging attitude.

• You've heard the saying, "You only have one opportunity to make a first impression." While it may be a cliché, it is true. A positive first impression is an important start to building a relationship with our members. Whether the interaction is over the phone or in-person, the initial impression can set the tone for the entire customer experience.
  
  

Focus on the customer

• If a member/prospect is near the desk, be aware of them and ask if you can help them – ask them before they ask you!

• If a member/prospect is at the desk, focus on them and give them your undivided attention.

• If you must divide your attention (e.g. answer the phone), ask them if they mind waiting briefly.
  
  

Know the product

• As the Concierge Team you should know as much as you can about each of our products.  This includes fitness coaching, fitness elements, personal training, group fitness and memberships.

• If you are unfamiliar with something or are unable to answer a question, make the effort to find a solution.  If you cannot find a solution immediately let the member know you will find an answer and get back to them ASAP.  Never leave something up in the air, no matter how small.
  
  

Find Solutions

• As above, if you do not know how to handle a question or query, always make the effort to find out the answer.

• People know when you have made a distinct effort to help them and always appreciate the extra effort.  This is a key component of customer service and a great way to develop good will.
  
  

Under promise, over deliver

• Everyone loves getting more than they expect, and in the Club this is no different.

• The key is to follow through on your commitments and exceed what you said you would do.