CLIENT RESPONSE IDEAS

PG 02

CLIENT RESPONSE IDEAS

Over the last few years it has become normal for written communication to be the primary source of contact for handling client contact. From Application forms to Emails to Text message, our clients now have more ways to contact us than ever before, but knowing how to reply appropriately to contact (or lack of) can be a massive help or problem for us. Over this guide you will get my replies to situations that have arisen, which of course don't explain the full client context, but do follow a simple formula to try and find a positive outcome. Whatever your situation, whether it is hugely positive or negative, to communicate effectively in written format you need to ensure that the client feels understood, important, and competent - This isn't always easy but the key is to use paraphrasing of the words and tone they use in order to guide the conversation the way you want. This is far easier to do in person, and in times of conflict I would recommend using a verbal conversation, but for the purpose of this document you'll see the written version in practice.

WRITTEN COMMUNICATION HAS BECOME AN ESSENTIAL FORM OF COMMUNICATION TO BOTH GROW AND SERVE OUR BUSINESS

ADAPT WHAT IS USEFUL, REJECT WHAT IS USELESS, AND ADD WHAT IS SPECIFICALLY YOUR OWN

It's important to remember that every reply you send in written format opens itself to be interpreted differently to how we intend. How the client is feeling at the exact moment they read it will have differing outcomes, sometimes good, sometimes awful, so it's important to remember that showing understanding, compassion and respect in all communication leaves you the best possible opportunity to get the outcome best for all.

CB

INTRODUCTION

PG 03LIFT THE BAR | CLIENT RESPONSE IDEAS

MOVEMENT CONTINUUM

CONTENTS

COLD TEXT TO APPLICATION FORM ENTRIES

CONSULTATION MESSAGES PRE/POST/NO SHOW

#1

#2

#3

#4

#5

#6

#7

PAYMENT ISSUES

CANCELLATION OF SERVICE

PRAISE/FEEDBACK

HOW MUCH DO YOU CHARGE?

Application form questions Key information gathered Example Text Message1) We'll use the name throughout

our correspondence. All Texts and emails

2) Email address will go into an email list based on what choices they make in the next questions

3) Tell's us what they THINK they want

4) Tell's us their perceived start point

5) Tells us in their own words what they need to hear in order to be convinved

1) What's your name?

2) What's your email address?

3) Which of the features excites you?3.1- Training3.2 - Nutrition Programme3.3 - Accountability and support

4) What are you most looking to achieve? 4.1 - Get fitter and stronger4.2 - Tone up 4.3 - I have 2+ stone to lose

5) What would success on the programme look like to you?

Hi Chris (Q1)

Thanks so much for applying for our 30 day shape programme.

I'm really excited to help you get started with a training and nutrition plan (Q3) to get this 2stone shifting (Q4) Infact I am just about to ping you an email with our latest recipe book so keep your eyes peeled ( Item of value - gets them opening our emails)

Let me know if you have any questions or a good time to call. Chris :-)

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#1 COLD CONTACT TO APPLICATION FORM ENTRIES

STAGE 1 - SMS

STAGE 2 - EMAILBY NOW YOU SHOULD HAVE INSERTED THEIR EMAIL ADDRESS INTO YOUR AUTORESPONDER IF YOU HAVE ONE SO THAT THIS SENDS AUTOMATICALLYSUBJECT: THANKS FOR YOUR 30 DAY SHAPE APPLICATION, CHRIS

HEY CHRIS

THANKS SO MUCH FOR YOUR APPLICATION FOR 30 DAY SHAPE

I KNOW THAT YOU'RE KEEN TO GET 2 STONE OFF SO I THOUGHT I WOULD SEND YOU THIS RECIPE BOOK & QUICK START GUIDE THAT FITS PERFECTLY ALONGSIDE THE TRAINING WE DO.

(LINKS OR ATTACHMENTS TO WELCOME MAGAZINE)

WILL CATCH UP WITH YOU ON THE PHONE LATER, BUT IF YOU HAVE ANY QUESTIONS BEFORE WE SPEAK EITHER PING ME A REPLY HERE OR A TEXTCHRIS :-)

LIFT THE BAR | CLIENT RESPONSE IDEAS

STAGE 3: NO RESPONSE CLIENT RESPONSE TEMPLATES

BY NOW THEY WOULD HAVE BEEN THROUGH OUR EMAIL AUTORESPONDER SERIES OF 3 EMAILS

IF AT THE END OF THE 3 EMAILS (SENT OVER 6 DAYS) ON DAY 7 WE WILL ATTEMPT TO RE-ENGAGE OVER SMS.

IF NO REPLY, WE'LL SIMPLY KEEP THEM ON OUR EMAIL LIST

IN MANY CASES, OUR NON RESPONDANT APPLICANTS RE-APPLY IN THE NEXT INTAKE IN WHICH CASE WE'LL ACKNOWLEDGE THAT WITH "IT'S GREAT YOU'RE STILL KEEN TO GET THAT 2STONE SHIFTING, LET ME KNOW A GOOD TIME TO CALL"

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PRE CONSULT TEXT - BOOKING CONFIRMATION

#2 CONSULTATION MESSAGESTEXT: HI CHRIS, I'M REALLY LOOKING FORWARD TO YOUR VISIT TOMORROW. BY WAY OF HELPING YOU GET HERE I'VE JUST EMAILED YOU SOME DIRECTIONS AND ELEMENTS OF WHAT WE'LL COVER.

PRE CONSULT EMAIL - ELIMINATE THEIR POSSIBLE UNKNOWNSSUBJECT - YOUR VISIT TO LTB TOMORROW

HI CHRIS, I AM REALLY LOOKING FORWARD TO MEETING YOU TOMORROW, AND I THOUGHT IT WOULD BE USEFUL TO SEND YOU SOME INFO ON GETTING HERE AND WHAT TO EXPECT

HERE IS A VIDEO OF HOW TO GET TO US OUR ADDRESS IS____

TOMORROW WE'LL TALK THROUGH A LITTLE ABOUT YOUR TRAINING HISTORY AND ALSO LOOK AT HOW BEST WE CAN HELP YOU TOWARDS YOUR GOAL. PLEASE COME IN GYM KIT, ALTHOUGH THE SESSION WON'T BE AT ALL DEMANDING, IT'LL BE GOOD TO DO A LITTLE LIGHT EXERCISE SO THAT WE CAN MAP OUT HOW BEST WE CAN SUPPORT YOU TO MAKE AMAZING PROGRESS FROM THE OFF.

IF YOU HAVE ANY QUESTIONS THEN JUST LET ME KNOW, OTHERWISE I WILL SEE YOU TOMORROW AT 10AM

HI CHRIS,

THANKS SO MUCH FOR YOUR VISIT TODAY, IT WAS GREAT TO MEET YOU AND I AM SO EXCITED TO SUPPORT YOUR PROGRESS

YOUR TRAINING (POSITIVE REINFORCEMENT) WAS REALLY ENCOURAGING - ESPECIALLY THE WAY YOU PERFORMED YOUR LUNGES (SPECIFIC)

I KNOW THAT YOU'RE MOST CONCERNED ABOUT GETTING THE DIET SIDE RIGHT, AND OUR NUTRITION COACH ALI IS READY AND WAITING TO GET YOU STARTED ON YOUR PATH (ADDRESS THEIR CONCERNS) TO SUCCESS. WHATEVER IT TAKES TO HELP YOU SUCCEED, YOU'LL GET OUR FULL SUPPORT

THE PAYMENT LINK TO GET YOU STARTED IS HERE (OR HERE IS THE PAYMENT RECIPT FROM EARLIER)

AND I'LL LOOK FORWARD TO SEEING YOU FOR TRAINING ON WEDS AT 10AM AS AGREED

WELCOME TO LTB!

CHRIS

POST CONSULT EMAIL

NO SHOWHI CHRIS, SORRY I MISSED YOU TODAY. I MAY HAVE GOT OUR TIME WRONG, BUT ABSOLUTELY NO PROBLEM. IF YOU STILL WANT TO BOOK IN TO GET STARTED ON YOUR TRAINING TOWARDS YOUR GOAL OF DROPPING 2 STONE THEN JUST LET ME KNOW A TIME THAT WILL WORK FOR YOU. HAVE A LOVELY DAY, CHRIS :-)

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HEY, CHRISSORRY TO HEAR THAT YOU'RE STRUGGLING FINANCIALLY AT THE MOMENT, I KNOW IT'S A TOUGH TIME FOR MANY

I'M HAPPY TO KEEP TRAINING WITH YOU UNTIL (FIXED DATE) WHEN WE CAN REVIEW

IN THE MEAN TIME I AM REALLY KEEN TO GET SOME MORE LOVELY PEOPLE INTO LTB SO IF I SEND YOU AN EMAIL, COULD YOU FORWARD IT ONTO YOUR FRIENDS?

REPLY TO MESSAGE FROM CLIENT WHO CAN'T AFFORD TO PAY BUT ONE I WANT TO KEEP. IN EXCHANGE FOR A SHORT PERIOD (2 WEEKS OR SO) OF TRAINING THEY MUST FORWARD A REFERRAL EMAIL TO THEIR FRIENDS.

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SUBJECT - FOR FRIENDS OF CHRISHI FRIEND OF CHRIS

YOU MAY HAVE HEARD OF ME FROM CHRIS, BUT I PROMISE I'M NOT AS MEAN AS HE MIGHT HAVE MENTIONED! :-)

ANYWAY, I LOVE WORKING WITH CHRIS AND I'M REALLY KEEN TO BRING A COUPLE OF EXTRA CLIENTS INTO LTB WHO ARE ALSO REALLY GREAT TO BE AROUND, WHO WANT TO GET IN THE BEST SHAPE OF THEIR LIVES

AS A FRIEND OF THE LANKY HERO HIMSELF, YOU GET ACCESS TO A 10 DAY FREE PASS TO OUR TRAINING SERVICE TO COME AND TRY IT FOR YOURSELF. IF YOU ARE INTERESTED AT ALL THEN JUST PING ME A REPLY AND I WILL GET YOU STARTED SUPER QUICKLY

BEST WISHESCHRIS"

I'D SIMPLY ASK MY CLIENT TO FORWARD THIS ON

LIFT THE BAR | CLIENT RESPONSE IDEAS

WANT TO KEEP THEM WANT THEM TO LEAVEYou may be happy with the natual end of the working relationship here, but ensure you do an exit survey or interview because these people are absolutely perfect to show you where you could make improvement in your service for all others

Create a reactivation list of email addresses and include these people if you think they might be worth bring back at a future date

Send a thank you card to their home address

Here the goal is identify the reason why the want to cancel and putting a reasonable action into place

Leaving for Money reasons? What can you down sell them to without them feeling it's a massively inferior product

Make sure that you express equality and don't offer a discount you wouldn't be willing to offer your remaining clients

Can they get a discount by referring friends? Could they even get it as low as 50% off by brining 4 friends?

LIFT THE BAR CLIENT RESPONSE IDEAS

#4 CANCELLATION OF SERVICE

F0R FINANCIAL REASONS

FOR LOGISTICAL REASONSWANT TO KEEP THEM WANT THEM TO LEAVE

Many clients will leave because they've moved job, house or simply a massive change in lifestyle circumstance

Here you need to demonstrate more than ever that your knowledge of them and their goals cannot be matched and that your service will still be exceptional if they can only visit 1-2 times per month.

Hybrid coaching is a great option for people who have to leave for logistical reasons

Here you need to clearly demonstrate the exit date from the business and offer to connect them with a trainer in their new location

Send a thank you card to their home address and create an exit survey

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WHAT IF THEY LEAVE BECAUSE OF YOU OR YOUR SERVICE?

HERE IS AN EXAMPLE REPLY TO SOMEONE WHO DEMANDED SPECIAL TREATMENT AND WHEN IT WAS GIVEN, DEMANDED MORE. WHEN THEY THREATENED TO

LEAVE, HERE WAS MY REPLY:

"I’m really sad to see you go, but on the other hand I am REALLY proud that you’re both in a position to try the big wide world

Ultimately all we want is for our customer base to be as happy as possible, and I completely respect your decision to make a move that will hopefully make you happier.

I appreciate that our changes haven’t been the easiest for you to accommodate, and I thank you for persevering over the last few months.

On a business level the changes were absolutely essential and in your own fledgling ventures I am sure you’ll encounter similar experiences. What we do take seriously from this is the service feedback and we’ll look at ways internally where we can improve.

Based on seeing you train of late, I am really proud of the progress you have made and wish you nothing but success for your onward journey.

Regarding online programming, that’s not something we currently offer as more and more we’ll be moving even further away from online coaching (as this is something that Ali and Jonny do in their own businesses away from LTB) - however I am happy for you to approach

either of the guys for this if you wish.

Your final day at our gym can be advised by Angie, and we’ll leave a note on the system regarding that so Ali will know also.

I appreciate you massively, and I really hope that our paths cross again in the future.

LIFT THE BAR CLIENT RESPONSE IDEAS

#5 PRAISE & FEEDBACK

"CHRIS, I'M TRYING SO HARD BUT I JUST CAN'T SEEM TO LOSE WEIGHT. I FEEL LIKE GIVING UP ON DAYS LIKE THESE :-( "

We all get these messages at some point, but how you reply to them via message can have a huge impact on how the client performs over the coming weeks.

My rule of thumb here is that the client is asking for help and guidance, so JUST saying "I think you're doing great, keep going" is too generic and doesn't support the client.

Here is how I reply:

"Hey___What you're feeling right now is a huge part of the process. If you remember back to when we started, I said that reaching a plateau is simply amazing because it means you have won at this part of the plan - This is highlighted by the fact your performance has improved hugely in (Key stat 1), (Key Stat 2) and (Key Stat 3)

When it comes to weightloss, if you feel that you've plateau'd (Insert your agreement or disagreement) then we'll tweak the plan and get you moving forward again. I have a few ideas about what we can improve on so how about we meet on ____ before training"

Again - what you have done is factually brilliant, and I am excited to work with you on what the next phase brings"

What I have done here:

1) Normalise how they feel and remind them that it's a part of the journey2) Taken emotion away and given them factual improvements3) Shown them that I am calm about where we go next4) Made them the owner of their plateau and our decision to tweak the plan5) Not panicked over my own ability! 6) Not given them "try harder" or even coaching points - their ability to interpret these at times of higher emotion is lower, so wait for the verbal conversation.

LIFT THE BAR CLIENT RESPONSE IDEAS

#6 HOW MUCH DO YOU CHARGE?

"HI, I'M LOOKING TO GET BACK IN SHAPE AFTER HAVING MY BABY, HOW MUCH DO YOU CHARGE?

THE IMPORTANT BIT IS THE BABY! SO HERE'S WHAT MY REPLY IS"HEY___, THANKS SO MUCH FOR GETTING IN TOUCH AND HUUUUGE CONGRATULATIONS ON THE BIRTH OF YOUR BABY!

WE LOVE WORKING WITH MUMS - THE WAY YOUR BODY ADAPTS AFTER BIRTH IS INCREDIBLE, AND HELPING YOUR PROGRESS (AND RECOVERY IN SOME CASES) IS INCREDIBLY REWARDING FOR US AS THE PROGRESS YOU CAN MAKE IS AMAZING.

OUR PRICES START AT £35 PER MONTH FOR CLASSES THROUGH TO £400 PER MONTH FOR 1-2-1 PERSONAL TRAINING BUT I REALLY HAVE NO IDEA WHAT WOULD BE BEST FOR YOU, SO A COUPLE OF QUESTIONS

1) HOW LONG AGO DID YOU GIVE BIRTH? THIS MIGHT IMPACT WHAT WE CAN DO WITH YOU

2) WHAT DOES "GETTING BACK IN SHAPE" MEAN TO YOU? IF YOU LET ME KNOW WHAT OUTCOME YOU'D LOVE TO AHCIEVE, I WILL SEE IF IT FITS IN WITH OUR CLASS MODEL LIKE MUMFIT OR IF IT NEEDS SOMETHING MORE BESPOKE"

WHY IT WORKS:1) ACKNOWLEDGE THE IMPORTANT BIT2) NORMALISE WHO WE WORK WITH3) GIVE A PRICE RANGE 4) EXPLAIN THAT WE HAVE A MUM'S SPECIFIC OPTION5) ASK QUESTIONS THAT DEMONSTRATE WE KNOW OUR SUBJECT MATTER

HOW YOU CAN USE IT:1) CREATE PRICE RANGES FOR YOUR SERVICE - WHAT DOES 1 SESSION PER MONTH + A HOME PROGRAMME COST VS 3 TIMES PER WEEK 1-2-1? - GIVING RANGES AND THEN CREATING A BESPOKE SOLUTION WORKS BRILLIANTLY.2) WHAT IS IMPORTANT TO THEM? IF THEY HAVEN'T SAID, GIVE YOUR RANGES THEN ASK FOR MORE INFO3) WHERE CAN YOU NORMALISE THAT YOU WORK WITH PEOPLE LIKE THEM?4) WHERE CAN YOU SHOW KNOWLEDGE OF WHAT THEY WANT?5) WHERE CAN YOU SIGN POST THEM TO FOR MORE INFO ON YOUR SERVICE?