Top Tips From Tema Frank On The Fitness Business Podcast
Here is what resonated for me on this weeks podcast with Tema Frank on the human connection in customer service:
Listen to your customers! – Tema Frank
And Tema’s top tips were:
- When influencing our teams customer service behaviour, start by looking at their incentive structure.
- Top managers should be talking to a random sample of customers each week to find out how their customer experience is.
- If your customers don’t like to fill in surveys, TALK to them instead!
- Often we can improve our processes, but you need to look at it from a customers perspective.
Tell us in the comments below your #1 Takeaway from this show or what success you have had from implementing an idea you heard here!
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Chantal worked for 15 years in senior sales and marketing roles in the media industry before transitioning careers. She began as a qualified Personal Trainer and Group Fitness Instructor. Realising she could do more to help the industry, she became a Fitness Business Coach with Active Management. Then in 2015, she became the host of The Fitness Business Podcast. Now with over 262 shows and 500,000 downloads it is one of the world’s top podcasts for fitness business owners, managers and fitpreneurs.
Chantal has interviewed fitness industry leaders including Rick Caro, Bill McBride, Brent Darden, Rasmus Ingerslev, Derek Gallup, Alison Flatley, Mo Hagan, Sarah Robb O’Hagan, Carrie Kepple, Emma Barry.
Fitness industry award winners including Todd Durkin, Krista Popowych, Carol Michaels, Kristen Green.
International authors including Jay Baer, Jeb Blount, Mark Shaefer, Mike Michaelowicz, Michelle Segar.