271 Customer Service Success in 2020 with Jaquie Scammell

Jaquie Scammell is Australia’s leading customer service expert, helping create a service mindset to those seeking growth in their organisations and themselves.

In 2013 she launched her own business following a diverse career with over 20 years of leadership experience in public, private and not for profit sectors.

Jaquie has worked with the McDonalds franchise system as well as major sports and entertainment venues such as Wembley National Stadium (UK), Emirates Stadium (UK) and the Australian Open Grand Slam. She authored the book, Creating a Customer Service Mindset and is a regular blogger, offering practical tools, resources and a set of Mindsets to help leaders transform their own behaviours and service habits to help them teach others.

 


Your Podcast Snapshot:

  • 3 key metrics we should improve around customer service
  • Action steps to achieve the result for each metric
  • Tips to remain focused on your New Years customer service resolution

Episode Timeline

  • 00:09  Your Fitness Business Podcast Snapshot
  • 00:31  Thank you to our foundation partner Active Management
  • 00:57   What’s coming up on this week show
  • 03:12   3 key metrics to improve customer service
  • 06:23   Action steps to identify values and behaviours
  • 10:15  Action steps to improve employee engagement
  • 15:43   Action steps to improve positive compliments
  • 20:53  How can we get our team to buy into these New Years Retention Resolutions
  • 22:46  Fitbizpiration
  •  27:07 Message from our friends at One Fit Stop
  • 27:45   Precor Quick Fire Five with Sgt Ken Weichert
  • 28:06  REWIND Feature Show: Mastering Your Customer Experience Strategy
  • 28:53  Join us at the #FBPFamily Meet Up at IHRSA 2020
  • 29:58  Join the Active Management Community today!

Did you love today’s episode? Leave a Review here

Contact todays guest, Jaquie Scammell

jaquie@jaquiescammell.com

This Weeks Precor Quick Fire Five Guest: Sgt Ken Weichert

Book recommendation from Sgt Ken: everything I would have said

This Weeks Rewind Show: Jose Teixeira

Mastering Your Customer Experience Strategy

During the episode you will learn:

  • The future of customer experience in the fitness industry
  • How Jose has created their customer service team
  • Joes explains their customer life cycle 0-500

This Weeks Podcast Partners

Active Management

OneFitStop

 

This Weeks Podcast Advertiser

mxm medallia

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How to Respond to Negative Online Reviews about Your Personal Training & Health Coaching Business

Every business owner knows that negative reviews are inevitable. You might provide the most exceptional service experience or product in the world, but you still won’t make everyone happy. As much as it stings to see harsh words about your business in print, it’s bound to happen at some point. The key is in how you respond to it and learn from it.



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270 Retention Success in 2020 with Dr Paul Bedford

Paul Bedford

Dr Paul Bedford has over 20 years experience working in the fitness industry, including roles as a gym instructor, personal trainer, Paul Bedfordfitness manager and club manager. He has a master’s degree in exercise and health behaviours, and a PhD from the London Sports Institute. The aim of his PhD research was to identify interventions in a gym environment to increase adherence. The study increased average participation from 6 months to 13 months. He then went on to develop a training programme to assist retention that has now been delivered to 25 operators, involving nearly 93 facilities.


Your Podcast Snapshot:

  • 3 key metrics to  improve member retention
  • Action steps to achieve the result for each metric
  • Tips to remain focused on your New Years Retention Resolution

Episode Timeline

  • 00:09  Your Fitness Business Podcast Snapshot
  • 00:31  Thank you to our podcast partner  MYZONE
  • 00:57   What’s coming up on this week show
  • 02.20  Message from our podcast partner MYZONE
  • 04:51  3 key metrics to  improve member retention
  • 05:21  Action steps to improve visit frequency
  • 14:37   Action steps to decrease attrition
  • 20:25  Action steps to improve retention time
  • 29:37  How can we get our team to buy into these New Years Retention Resolutions
  • 31:42  This weeks Fitbizpiration
  • 34:38  Message from our friends at Team Rock Star Fit
  • 35:16  Precor Quick Fire Five  – Special 4 part series in Jan 2020
  • 33:15  REWIND Feature Show:  Steps to Creating a Retention Plan for Your Fitness Business
  • 36:36  Join us at the #FBPFamily Meet Up at IHRSA 2020
  • 35:26  Join the Active Management Community today!

Did you love today’s episode? Leave a Review here

Contact todays guest, Dr Paul Bedford

http://www.retentionguru.co.uk/

This Weeks Rewind Show

Steps to Creating a Retention Plan for Your Fitness Business

During the episode you will learn:

  • What data to capture and measure to help you build a retention strategy
  • How to build your customer journey to improve your retention.
  • VIP Visits and how they affect retention
  • How to use a CRM system for retention rather than sales

This Weeks Podcast Partners

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