What We Cover In This Episode: 

• Why a strategic approach, not just "vibes," is essential for client experience and retention [0:27]

• What recent data is showing about customer retention and the importance of first impressions [2:50]

• The reasons that the first five seconds a client interacts with your studio is so critical, and what can do to ensure it’s a positive experience [8:16]

• The “30-Second Hook Formula” you can use to guide them through the space, engage in conversation, and invite them to the next step [15:08]

• Tactics for enhancement, including why strategically placed mirrors will help boost confidence and familiarity for your new members [18:19]

• How to address any awkwardness clients may feel and create a welcoming environment for everyone [23:43]

Quotes:

“You should be following a formula on how to make people feel comfortable, but when you are a new customer in a business, it is all vibes. You know you get that ick feeling, and once you get that ick feeling, it is really hard to shake it.” [Nick, 1:20]

“I cannot stress that enough, [that] you are a VIP expense, a VIP investment to these people, so you have to create a VIP experience. This is not group classes at the YMCA, this is not Group classes at LA Fitness. You are trying to prove that you are worth that top dollar, so you need to create that VIP experience.” [Nick, 6:45]

“First impressions are not just important, they are everything….your studio should feel like home within the first 30 seconds of someone walking in the door, [and] I’d argue even less.” [Nick, 25:19]

 

LINKS: 

Customer Experience is Everything (PwC report)

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