Customer Retention: How to Retain Existing Health Club Clients and Attract New Ones

Photo by Steve & Jemma Copley on Flickr

Photo by Steve & Jemma Copley on Flickr

Health clubs have a lot of competition. If you are the owner of a health club, gym or spa, you are aware of the competition and know that you have to stay one step ahead of them. Your bread and butter clients are your repeat clients. You need to do everything you can to retain these clients so that you don’t lose them to the competition. You also need to attract new clients through referrals and advertising. Word of mouth advertising is the most effective tool that you can use. And it’s free!

A guaranteed way to increase customer referrals is to offer exceptional customer service to every client, every time. If you do this, your clients will be happy to recommend you to their friends and family.

The following are things that you can do to increase customer satisfaction and attract new clients through referrals:

Photo by midiman on Flickr

Photo by midiman on Flickr

Educate your staff so that they can educate your clients. Clients appreciate a knowledgeable staff. Make sure that your staff knows all of the latest health trends and fitness programs. If a client reads something in a magazine, he should be able to question your staff about it and get real answers. You can ensure that your staff is up to speed by offering continuing education classes and seminars. You can also send some of your staff to additional training and they can come back and share what they learned with the rest of the staff.

Your receptionists are the first people that your clients see. Make sure that all receptionists are trained well. They may not be physically training clients, but they are working in a gym and should be knowledgeable about health and fitness. Train your front desk personnel in basic customer service tasks such as answering the phone, handling complaints and running all computer software used at the front desk.

Photo by Ed Yourdon on Flickr

Photo by Ed Yourdon on Flickr

Do something that sets you apart from the competition. Offer guest amenities that your competition hasn’t thought of yet. Free towels and T-shirts are not going to get you anywhere. Offer amenities such as free wireless internet service for those who work out during the work day. A healthy eatery may make it easier for clients to work out on their lunch break. Online appointment scheduling allows your clients to browse personal trainers and book appointments. Think outside the box here. Think of how you want to be treated and what types of things you would find convenient.

Staying ahead of the competition requires constant effort. You need to update your services and amenities regularly or you will be outpaced by younger, more aggressive health clubs. Be sure to step back and survey the competition regularly. If you strive to stay ahead, you will succeed.

Online Booking Can Boost Your Chiropractic Practice

Photo by Extra Ketchup on Flickr

Photo by Extra Ketchup on Flickr

Today’s consumers expect online features that make it easy for them to gather information, book appointments and shop from the comfort of their own home. If you haven’t added a website function that will make it possible for your patients to schedule appointments online, you should seriously consider doing so. Booking features make it easier for your patients to get in contact with you and make an appointment whenever they have free time. They won’t need to take the time to call your office; they can perform multiple tasks online and save time. Your repeat bookings will increase as a result of this simple feature.

Online booking also allows clients to find the perfect appointment slot without having to have a lengthy discussion or two with your receptionist. Clients will be able to log into your site to see if an appointment is available. If it is not, they can browse for other openings until they find the time slot that works perfectly for them. You know that it can take a while for your receptionist to book a client with a hectic lifestyle. Giving your clients the freedom to set up their own appointments avoids this time consuming task. Your clients will be able to book appointments quickly after hours.

If you want to attract and keep the most clients, you have to be one step ahead of your competition. An easy way to do this is to simply make life easy for your clients. They will return to you because it is convenient for them to do so. A small investment can add up big as your client base increases. Not only will you notice your retention numbers rising due to online booking services, you will also notice that your website is drawing in new patients. And all of this can be gained from a simple online booking service.

Online Appointments: Why You Should Be Taking Appointments Online

Image credit Flickr photo by Kodomut

Photo by Kodomut on Flickr

At first glance, it may not seem like you are spending much money on taking appointments. After all, one hired receptionist can book all of your appointments for you and see to other office tasks as well. However, there are hidden costs associated with appointment taking that could be eliminated with an online booking feature that allows your clients to book appointments online.

Take a moment to think about all of the tasks that your receptionist does to ensure that a client keeps an appointment. Likely, your receptionist has to mail out confirmations and make phone calls to remind clients of their appointment. If an appointment needs changed or cancelled, your receptionist has to spend ample time on the phone with the client until everything is worked out. When you add everything up, a great deal of time is being spent on booking appointments in your office.

Online appointment features allows you to perform all of these tasks without putting an extra person on the payroll. In fact, it costs nothing to maintain an online booking service. If you are personally making all of the appointments for your business, an online booking service could free you up to actually run your business. Even a large office can save time and money with online scheduling.

Finding an appointment that works for both parties can be time consuming. This is especially true if appointments are manually recorded on books or appointment logs. Booking appointments with automated software can also be time consuming.

Online booking is also great for offices with several professionals. An online booking feature allows all professionals in the office to see each other’s schedule and make adaptations to their own schedule accordingly.

As you can see, there are many benefits associated with an online booking service. The following is a brief summary highlighting many of the benefits that such a service offers:

  • Customers can book appointments anywhere, anytime.
  • Online booking saves time and frees your staff to do other, more productive tasks.
  • Online scheduling takes care of automated confirmations and reminders. Your clients will receive e-mail notifications and alerts regarding their appointment.
  • You and your staff can check their schedules online. Cancellations and changes can also be viewed from any cell phone with an internet feature.
  • Easy to use calendar that your clients can use to book appointments.
  • Series appointment capability
  • Multiple staff and multiple locations can be scheduled for one low monthly fee.
  • Online booking can handle all appointments for the entire staff even if the staff is spread across multiple locations.
  • And much, much more…..

If you think that your business would benefit from online booking, you can learn more at  You can also sign up to receive our free resource 12 Killer Email Marketing Tips which will help you attract and maintain a solid customer base.