What We Cover In This Episode: 

• It’s here! A look at our new feature, Chat! [1:24]

• The importance of using clear and concise communication when chatting, plus tips on how to use the “Grandma Test” [3:14]

• Why you need to always be personal and empathetic in your responses [6:40]

• How including special nuances in your chat communication is key, since people these days expect an automated message, email, text message etc. [7:57]

• What to realize about being prompt with your responses and the access to you that people expect to receive [9:12]

• Some of the worst practices to use with Chat! [11:31]

• The line that you must walk between professionalism and being too casual with your clients [11:45]

• Why you’ll want to use chat with the voice and personality that you use in class [12:32]

• Our thoughts on sharing personal contact information [14:02]

• What to do when chatting beings to intrude on your personal life boundaries [17:49]

Quotes:

“We don’t want your clients to just register and come to class; we want them to hang out here and now they have even more reason if they are going to be chatting to people, both their friends and the studio staff.” [Nick, 2:09]  

“Each client is going to be a very unique person so tailoring your communication to their needs, goals and fitness levels is an important thing to do.” Megan [6:49]

“It’s a very interesting line you have to walk. Professionalism is key in any client relationship and interaction, but so is your friendliness and approachability. If you are too casual, you may come across as unprofessional, if you are too formal, you might be unapproachable.” [Megan, 11:52]

“It is important for you to respect your client’s privacy and keep the conversations focused on their goals and progress, and it is important for them to respect yours, and keep the conversations focused on why they are paying you for a service.” [Megan, 18:12]

 

LINKS:  

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