How to Create an Exceptional Client Experience
In the wise words of Michael LeBoeuf ‘A satisfied customer is the best business strategy of all’ and we couldn’t agree more. The secret to a successful and profitable business comes down to clients, which is why client service should be your top business priority. With over 20 years of experience in this space, Studio Pilates not only understands what to do but also what not to do, which is all covered comprehensively as part of our franchisee onboarding training and ongoing support and education. Good clients talk, but so do bad clients, so if you want to leverage word-of-mouth marketing - which is one of the most inexpensive and untapped marketing channels in existence - here are just a few of the ways that Studio Pilates International creates an exceptional client experience.
Create an amazing first impression
In a highly saturated market, businesses no longer have the luxury of taking their time to win over a client and if they don’t have a positive first experience with the brand, a competitor will swoop straight in and poach them. Studio Pilates has a key focus on the client journey right from the very first touchpoint. Among the many processes Studio Pilates has in place to provide exceptional client experience is a compulsory orientation workout, where they can familiarize themselves with the reformer Pilates machine, SPTV system and more to ensure every client is set up with the foundational knowledge they need to not only survive, but thrive in their next class.
Provide a premium and high quality experience
Even if you have thousands of leads in the funnel and a top notch marketing strategy in place, if the product you’re selling isn’t good quality, then you’re not going to retain the clients. While it can be tempting - not to mention easier and at times cheaper - to source ‘cost effective’ equipment and a basic fit out, it’s not going to help you retain your clients. Studio Pilates provides an exceptional workout experience, not only through the custom made reformer beds, hardwood floors and chandeliers that are part of every studio build, but also through the knowledge and care provided by the instructors, a unique part of the Studio Pilates instructor and staff training.
Add value to existing offerings
Adding value through content helps both establish and retain a relationship and rapport with your existing clientele, giving you a higher chance of increasing the longevity of their customer lifecycle. This can be done through multiple avenues including EDM campaigns, blog articles, health and fitness challenges and e-books. If you don’t have experience in these areas, outsourcing to an agency will help ensure the content is strategic and will generate an ROI. Studio Pilates has an in-house marketing and operations team, who can create this content for you and even guide you through best practices for the rollout.
For more information on franchising opportunities with Studio Pilates International, please contact John L Scott, Franchising Director joinus@studiopilates.com.
