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Pay Attention to Retention- Part 1


When we first start working with clients, they often want help with marketing. They think if they had just one more sign or radio spot that their business would take off exponentially. Marketing is important, but if you can't keep your clients committed to your business, then your marketing dollars are wasted. Spending time on customer retention alone will grow your business. It takes a lot more time and money to attract a new client than to retain an existing client. Think about it. You got into this business because you know the importance of a living a healthy life. Your students are experiencing a healthy life just by coming to your business. Keep reminding them why it's important to invest in themselves. Greet them with a smile each and every day, tell them about your upcoming classes and workshops, ask for their opinions and suggest that invite their friends to class (you can even offer a free class pass for this). Consider asking a "secret shopper" to visit your studio to give you honest feedback on the level of customer service your staff provides. Along that line, create a group message for your staff so that you can continuously keep them updated on what you are offering and why your services are beneficial. Run your attendance reports frequently and ask yourself "what classes are working and what classes aren't?" Enlist the help of your staff to bring creative and fun experiences to your students to keep them coming back. Time spent reminding your students that they matter is time well-invested.

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