React quickly to complaints. The longer it takes for you to correct a complaint the more you will have to give to appease the situation.
For complaints, don't text, Facebook or email. Pick up the phone.
Where possible, let your customers feel like a client of your business. Let them know what it is like to be part of your business family as opposed to a stranger trying to coming in.
Be flexible in this changing economy. Consider your refund policy, cancellation policies and even how people can get started with you.
Introduce yourself and smile. This goes a long way to ensuring your members, clients and customers feel welcome.
Improve Staff Skill Levels In Your Office!
In the last 30 days we have been asked: "What if I can't listen to the webinar live?"
The answer is simple – listen to the recording. When you register for the webinar, you will receive an email after the webinar with a link to the recording. So it doesn't matter where in the world you are or what time it is, just register!
This month's webinars are . . .
8th July:
Perfect for Personal Trainers: Smart Returns-Understanding the Importance of Cash Flow. Your PT business needs regular clients that pay on a regular basis to guarantee Smart Returns. Find out how important it is to manage the dollars in your PT business. This webinar will cover pricing strategies, regular cash-flow from direct debiting, following up on failed payments, budgeting and the benefits of online payments. Simon from Ezypay will be presenting this webinar.
How to Build a Brand on a Budget. This session will cover: Why brand awareness is so important, Getting your message right, Low cost marketing tactics that work, and Measuring your ROI. Michelle from Marketing Angels will be presenting this webinar.
Guerrilla Marketing That Works. Establish yourself in the community as the expert and this will build trust with your potential purchasers. You can attack your competitors with aggressive positioning in the market place, so that you are the first person that your customers think of when they need to make a purchase. But this form of marketing where we use enthusiasm and not cash, can add a new dimension to your staff's job by including community outreach.
You do not need to register for GST if your turnover is less than $75K per annum.
If you are not registered for GST then you can not charge for GST – do not have the words TAX on your invoices and you do not need to submit a BAS.
When considering which accounting software to use, look at MYOB and XERO systems.
Areas to consider when choosing accounting software: Compliance, Reliance, Costs, Platform, Simultaneous users, accountant, features, add-on solutions, upgrade path, stability behind software, support.
When setting up your business, consider hiring a Book Keeper to assist with your accounting software.
Thanks to Heather Smith who delivered this awesome webinar. You can register for the recording here: Accounting 101 for Small Business.
You can see all the webinars for personal trainers here. And if you would like to know more about the Masters of Business for Personal Trainers then
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.
Happy Birthday
This month we want to wish the following Active Management friends a cracking day:
Jen from Dynamic Business, Australia
Ruth from Radical Fitness, Australia
Nadine from Active Living, Australia
Lynne from Brick Bodies, USA
Rod from BTS, Australia
Sherry from Market My Club, Canada
Wayne the old WAFIC organiser, Australia
Lisa Physical Best,Australia
Marie from Les Mills AP, Australia
Michael from FitLink, Australia
Gavin from Jenkins Gym, NZ
Janet from Club 2073, Australia
JP from Aerobic Microphones, Australia
Amanda from Amanda Stevens, USA
Ben from Genesis, Australia
Mel from Ballarat Body & Soul, Australia
Peter from North Adelaide Fitness Centre, Australia
Roger from It's Gotta be Roger, Australia
John from Cybex Internbational, Dubai
Damo from Fitness First, Australia
Karen from O2 Max , USA
Nards a great personal trainer Australia
Pricey another great PT from Australia
John from IHRSA, Bali or Sydney!
Ellen from Healthy Inspirations, Australia
Vicki from Brick Bodies, USA
Michele from Michelle Owen, NZ
If we missed your birthday, then we are sorry but we don't have your birth date. Feel free to drop Alicia an email with your birth date and we promise to mention you next year! FYI – we just want the date, not the year!
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FitnessBiz is Coming!
Later this month registrations will open for FitnessBiz 2011! And this year it is more exciting than ever before! The first half of the day will be focused on Fitness Businesses and the second half of the day will focus on mind and body businesses.
Registration is just $125!
The dates are:
4th November Canberra
9th November Adelaide
11th November Perth
16th November Brisbane
18th November Sydney
25th November Melbourne
You can pre-register now! Go to www.FitnessBiz.com.au and you will receive a $10 saving on tickets in 2011.
Australian Fitness Network Enter Partnership
We are very excited that to say from the 1st August every Fitness Network member will receive FREE access to our past and future webinars! We met with Nigel Champion last month and he said "The calibre of the education that you bring to the fitness community through webinars is fantastic. We are very excited that our members can now listen every month."
In reality this partnership has just added $360 to the value of the Network membership. So make sure you take advantage of this opportunity.
The Web Is Dead
A report was published last month by US Mobile analytics company Flurry that confirmed while US web use was increasing, mobile app use increased two times in the last 12 months.
In June 2010, people in the US spent an average of 64 minutes on the web and 43 minutes using mobile apps. And just 12 months later, they spent an average of 74 minutes on the web and a whopping 81 minutes using apps.
Flurry also found:
The average US user spent 14 minutes of their total 74 minutes web time on Facebook.
32% of mobile app use was spent on social networks – around 25 minutes of the average user's total 81 minutes.
The most popular mobile apps were games – 47% of all mobile app use, or 38 minutes.
The important information for you is not contained here but rather in your Google Analytics report. You can see how many visitors to your site came from a mobile device. This will determine if you need to explore a mobile app for your site. Start looking at your Analytics report every month!
Thanks Amber from Body Care Health Club in Australia for this month's great joke . . .
Great Places to Work
Last month Australia's BRW Magazine announced their top 50 places to work in Australia. The IT companies dominated but the fitness industry's very own Ezypay came in 35th for the second year.
Don't think you need a huge budget to buy your staff great parties and gifts to be on this list.
A key characteristic of these businesses was their orientation of new staff. A common trait was that these companies made new staff feel at home. They allocated them a buddy at work to show them where everything was located and conducted thorough training to ensure the new employee could do the job to the best of their ability.
A great lesson for everyone!
YouTube is Pumping
The Active Management YouTube Channel is now rocking with weekly uploads of quality educational tips to improve your business and manage your stress. Last month we posted 6 videos:
Creating Customer Loyalty: Now is one of the most competitive times in business, it is important you form strong relationships with your customers and potential customers and birthday cards will help. Take the time to send one and develop a strong bond.
Setting Return Call & Email Expectations: In small business, meeting or exceeding expectations are critical for success. This video shares how you can shape your customer expectations by clear communication with them. Follow these suggestions and it will reduce your stress in getting back to your customers.
Power of Snail Mail: Years ago we used to send letters. So now when we get mail we get excited! But it tends to be a bill or invoice. WOW your customers by sending your mail in a coloured envelope. This is an outstanding method to stand out.
Do Delegate Or Dump: Do you feel that email rules your life? This video shares an easy method to stay in control of your in box. When you are in control you feel less stressed.
To Improve Your Work Life Balance get A Hobby: When we focus on work 100% of the time, our energy is drained - whether we admit it or not! To recharge your batteries have a hobby. Organise an outlet from work and life
YENO Work Life Balance Energy Rating: When we self-evaluate our life we can see areas we need to improve. The YENO Energy Rating is JT's unique method to determine whether you need to work on yourself, exercise level, your nutrition and finally your relationship with others.
The new JT website is now live! Some great things to check out but especially keep an eye out for his blog! Last month he creamed Jacqueline Maley for her "Is the gym making you fat" editorial.
Creating Awesome Customer Service
Improve Staff Skill Levels In Your Office!
Perfect for Personal Trainers: 
Top 5: PT Business Tips from Chantal
Happy Birthday
The dates are:
We are very excited that to say from the 1st August every Fitness Network member will receive FREE access to our past and future webinars! We met with Nigel Champion last month and he said "The calibre of the education that you bring to the fitness community through webinars is fantastic. We are very excited that our members can now listen every month."
The Web Is Dead
Last month Australia's BRW Magazine announced their top 50 places to work in Australia. The IT companies dominated but the fitness industry's very own Ezypay came in 35th for the second year.
YouTube is Pumping
