Fostering loyalty with clients and employees is about maintaining habits that deliver effects that are disproportionate to your effort. Imagine the next year in your new favorite client’s life… Let’s say that you throw him a free tee shirt in the weight room as a...
Customer Service
How Much Should You Charge for Your Services?
If you’re in a market where the other options are low priced, volume gyms where people rent access to equipment. Now we know that’s not a fair comparison; you’re not selling equipment access, you’re selling coaching and accountability
4 Ways to Upgrade Your Team’s Customer Service
No matter what business you’re in, great customer service will always be an asset. But if you’re in any service-related industry, it’s a non-negotiable foundation. Unfortunately, many entrepreneurs focus most of their attention on the service itself, without thinking...
Avoid Burnout: How to Take Care of Others While Caring for Yourself
The fastest way to burnout as a helping professional is to take on the thoughts and feelings of your clients as your own. It doesn’t have to be that way. It is truly possible to be available to help others while still leaving some gas in the tank for ourselves at the end of each day.
The Ultimate Booklist for Entrepreneurs: 48 Books to Supercharge Your Business
For anyone who knows me in real life or follows me on the interwebz, it’s no secret I have a problem. You see… I’m a junkie. Every day I wake up and live a life of servitude to my addiction. It’s all consuming. It’s obsessive. And at times, it’s truly a burden for...
10 Quick Tips for Building Community
In the past year, I’ve worked with over one hundred business leaders. And in all of those interactions, there was one topic that arose the most frequently. Every business owner wants to know how to build community. It’s not enough these days to just have a solid...
16 Ways To Improve Your Customer Service, Part 2: Grow Your Revenue and Increase Retention By “Giving A Sh*t”
And without further ado, let’s take a deep dive into the second half of our two part series and learn more ways to up-level your customer service. In part two, we’ll cover: The perils of standardizing “wow” moments How to stand out by actually being a real live human...
16 Ways To Improve Your Customer Service, Part 1: Grow Your Revenue and Increase Retention By “Giving A Sh*t”
Call me old-fashioned, but I find great customer service inspiring. Based on your industry, customer service can take many forms. It can be an expertly prepared and served meal. It can be a thoughtfully curated travel experience. It can simply be a warm and personal...
Our Free System for Managing Customer Experience
At Mark Fisher Fitness (MFF) feedback is our greatest currency. When we foster an open dialogue between our team and our Ninjas (aka clients) our culture and community thrive as a result. With the currency of feedback, you can buy what we all seek in our relationships...
How to Onboard New Clients for Long Term Relationships
The beginning of any relationship is always a delicate thing. You’re setting the tone for how things are going to go. Your actions and behaviors are telling the story of how you’ll be showing up for the other party. And understandably, the other party makes a lot of...
How to Build Instant Rapport and Trust by Being a Better Listener
Most of us are crappy listeners. We think we’re paying attention, but we’re not. All too often we’re just waiting for our chance to talk. Or we’re judging what the other person is saying so that we can quickly agree or disagree. Or we are lost in our own mental...
How to Set Boundaries with Clients
Video Cliffs Notes The Core IssueIn a high-touch, customer-centric business it is essential to cultivate intimate relationships with your customers.When you have a strong personal connection with your clients you:Have a deeper understanding of their needs and...
3 Steps to Better Retention: Reduce Stress, Make More Profits, and Create Satisfying Long Term Relationships
Most businesses are not great at retention. And man… it’s heartbreaking. You work your ass off to get the word out about your business, nervously “putting yourself out there.” You try to be available as often as possible to follow-up immediately on leads. You finally...
3 Ways to Improve Your Customer Service, Starting Today
Here are three things you (and your team) can do today to improve the customer service in your business. They don’t cost any money, they don’t take much time, and you already have all the resources you need to do them. 1. Ask more questions. The more you encourage...
THE ONE THING YOU NEED TO KNOW ABOUT CUSTOMER SERVICE
Forget everything you know about customer service. This blog is my personal invitation for you to start over. Clean slate. Let’s take a look at customer service with a fresh perspective. I’ll give you a new framework for thinking about customer service in your...