Top 4 Customer Service Tips Every Sports Instructor Must Employ

Top 4 Customer Service Tips Every Sports Instructor Must Employ

Customer Service is the interaction between you and any potential customer.

Every time you go into a store and ask for help from an employee, they are giving your Customer Service. Think about how you are usually treated:

  • Does the person offer to find a product for you in the back room if there are none left on the shelf?​
  • Do they take the time to wrap your fragile purchase because you are taking it home in your rucksack?
  • Do they call you back with an answer to your question when they say they will?
As a personal trainer or a fitness instructor, Customer Service is all those little interactions outside of your sessions. It is these interactions that will set you apart.

Here are top four tips on how to provide stellar customer service. These will help you sign on new clients and retain the ones you already have.

Tip 1: Service with a smile

Top 4 Customer Service Tips Every Sports Instructor Must Employ

Be excited to see your clients or meeting potential ones. Greet them with a smile, and if it is your style, a hug or high five. If you are having a bad day, your clients will expect you to get them energised before the workout. No matter what time of day it is or what the weather is like. Make sure you are always pleased to see them, whether it is during a scheduled session or on the floor at the gym.​

Tip 2: Phone and social media etiquette

Top 4 Customer Service Tips Every Sports Instructor Must -Employ - call back and follow up

If you publicise your mobile number, ensure you state your name and that you are a personal trainer in your voicemail greeting.

Don’t let it be a robot repeating numbers back as potential clients might not feel confident to leave a message. Be sure to call back within 24 hour so they know they reached the right person. Sometimes making the phone call is the hardest step, so you need to set up a meeting or phone call as soon as possible. Also, be careful of what you share on social media. In today’s modern age, one quick Google can reveal a lot about a person.

Be careful. Inappropriate forwards of shared images or ranting Tweets can deter people from hiring you. Consider having personal and a professional social media accounts. And keep things separate if you don’t want to worry about putting people off.

Tip 3: Paying attention during sessions

Top 4 Customer Service Tips Every Sports Instructor Must Employ

​You will learn a lot about your client and their family, friends and insecurities. This is especially true if you work one-on-one. These stories may not be important to you, but they are to the person telling them. Take notes of what you discussed during the session. Review them before the next session so you can ask follow up questions to what you learned the week before. Your client will be touched that you asked. This is especially important for clients training for big events such as weddings or holidays.

Tip 4: Special touches

Top 4 Customer Service Tips Every Sports Instructor Must Employ

I love getting cards and letters in the post. Nowadays, the post left at my door is often bills and takeaway flyers. Send your clients birthday cards and Christmas card to show them you appreciate them. I even knew a trainer who texted each of her clients a ‘hello’ every morning. They loved it.

Bonus Tip

If you would like to develop your skills in customer service more, you can pick up a copy of “How to Win Friends and Influence People” by Dale Carnegie. Published in 1936, it has gone through several new editions to keep up with the modern world. Many of the concepts still apply though and can help you in your private and professional life.

The key points to remember are

  • Give service with a smile​
  • follow through with what you agree with your client, and
  • make an extra effort to show your clients that they are special.

These will make you stand out as being more friendly and approachable than other trainers to potential new clients. For your current clients, they will be letting others know how amazing you are. Word of mouth is some of the best advertising you can have.

What are your tips? How do you go the extra mile when it comes to your clients. I'd love to hear your thoughts - leave yours in the comments below.

This is a guest post from PT Mollie, our OffPeaks Instructor - you can check her profile here.​

About the Author Mollie Millington

Mollie is the Happiness Personal Trainer and fitness writer. An American based in London, she takes a holistic approach to training her clients, looking for a balance of work, life, fitness, food and fun. Her writing can be found in PT Magazine and she has contributed to various websites on health and fitness.

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