Before a client signs up, everything they hear about what it is like to train with you, the experience, the results and of course how competent you are at your job. 

When they sign up, they need to understand why you are worth their time and premium. This calls for a great deal of clarity on the coaches end. Mainly that they are no buying access to my gym equipment. They are paying for a coaches judgement and to participate in three hours of thoughtfully curated activity. 

After they sign up, how is their experience going? Are you accessible enough? Is the coaching experience good? A good time or enjoying the vibe might keep them going for a few months. But results in the form of greater mobility or quality of life is a must for a client to keep it going. 

And if they drop out, it is critical to know why. Is it scheduling? Is it a case of they could use more attention? Or is it a case of our programme and their goals not matching. 

Even as my client base grows, I’ve tried my best to be accessible to all my clients: potential, current or past. 

I talk to them all. I sign them up. It’s my contact number on the website. The price I pay is slightly delayed responses versus a sales person who’s always ready to go. The reward is a good pulse on what people are looking for, how they found us and sharpening my capacity for delivering a quick, crisp pitch for why I think my gym is an awesome place to train and why our online coaching is distinct.

https://world.hey.com/dhh/stick-with-the-customer-4942402f