FBC UPFRONTUPFRONT


How to Deliver Outstanding Service After the Sale by Paula Comfort


Congratulations on enrolling an-


other new member! But your job is no- where near complete. Every club has its own new-member


integration process that is implement- ed once an agreement is signed. From my experience, the best of these make membership advisors accountable for following up in a multi-step process with each new member.


Weekly Sales Meeting Agenda 1.


Icebreaker (5 minutes) • Tell us about your best after-


sales service experience. • What brands do you most ad-


mire and why? 2.


Training Component (30


How to Deliver Outstanding Service Aft er the Sale


minutes) Topic: Stellar After-Sales Service Have your team brainstorm and


list all of the after-sales activities that are the responsibility of the member- ship advisor. Here are a few to get you started: • Complete all paperwork


perfectly. • Enter all notes into your


software. • Book personal fitness consul-


BY PAULA COMFORT C


tation, tennis assessment, squash as- sessment, etc. • Explain guest privileges. • Ask for referrals. • Ensure team member with


that is implemented once an agreement is signed. From my experience, the best of these make membership advisors accountable for following up in a multi-step process with each new member.


the first appointment has all the infor- mation to make the meeting seamless. •


first week and again by the end of the first month. • Document the member’s


Weekly Sales Meeting Agenda 1. Icebreaker (5 minutes) • Tell us about your best after-sales service experience. • What brands do you most admire and why?


birthday or anniversary. 3.


Results to Date (10 minutes) • Review new members from


the last three months, and review re- ports on integration and follow-up. • Review low usage reports for


Prospecting and Marketing


these members (this shows the success of your after-sale service). 4.


Update (10 minutes) • Review your guest privilege


• Explain guest privileges. • Ask for referrals.


16 Fitness Business Canada July/August 2012


2. Training Component (30 minutes) Topic: Stellar After-Sales Service Have your team brainstorm and list all of the after-sales activities that are the responsibility of the membership advisor. Here are a few to get you started: • Complete all paperwork perfectly. • Enter all notes into your software. • Book personal fi tness consultation, tennis assessment, squash assessment, etc.


Every club has its own new member integration process Follow up with within the


ongratulations on enrolling another new member! But your job is nowhere near complete.


program and brainstorm ways to im- prove it. • Create a new referral promo-


tion for the month of July. SIDEBAR: “Just having satisfied clients isn’t


good enough anymore. If you really want a booming business, you have to create Raving Fans.” Ken Blanchard, author of over 30 best-selling busi- ness books, including The One Minute Manager.


Paula Comfort has 20+ years of experience in the fitness industry. Most recently she was man- aging director of Fitness for Spa Chakra Inc., a luxury spa and health club company where she started the division. Previous roles include area vice-president of The Sports Clubs of Canada/ Bally Total Fitness. She is currently a partner in her own consulting company, 360 Impact Group. Contact her at paula.360impactgroup@ rogers.com or 416-565-6025. ###


“Just having satisfi ed clients isn’t good enough anymore. If you really want a booming business, you have to create Raving Fans.” — Ken Blanchard, author of over 30 best-selling business books, including The One Minute Manager.


• Ensure team member with the fi rst appointment has all the information to make the meeting seamless.


• Follow up with within the fi rst week and again by the end of the fi rst month.


• Document the member’s birthday or anniversary.


3. Results to Date (10 minutes) • Review new members from the last three months, and review reports on integration and follow-up.


• Review low usage reports for these members (this shows the success of your after-sale service).


4. Prospecting and Marketing Update (10 minutes) • Review your guest privilege program and brainstorm ways to improve it.


• Create a new referral promotion for the month of July.


Paula Comfort has 20+ years of experience in the fi t- ness industry. Most recently, she was managing director of Fitness for Spa Chakra Inc., a luxury spa and health club company where she started the division. Previous roles include area vice-president of The Sports Clubs of Canada/Bally Total Fitness. She is currently a part- ner in her own consulting company, 360 Impact Group.


Contact her at paula.360impactgroup@rogers.com or 416-565-6025.


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