Reopening Communication Begins With Your Team.

Once the pandemic restrictions are lifted, clubs/studios around the country will slowly start to reopen. Much of what I see published these days about plans for reopening is the importance of communicating with your members/clients. This IS very important. Not only does your facility need to take all of the steps necessary to create as safe an environment as possible for your members/clients, but you need to let them know exactly what you have done and will be doing. Their perception of safety is what will bring them back through your doors.

However, before that, you have to communicate with your team. They are going to have their own fears and concerns and if they don’t understand or agree with the reopening procedures, they won’t be able to pass that on to your members/clients.

Start by involving them in the discussion. Before you tell them what the new rules are, ask them what would make them feel safe in delivering their services. Ask them what they think would be important guidelines to put in place. Even if they come up with the same ideas that you had, if they say it first, there will be greater understanding and buy in. They may also come up with some items that you had overlooked. After they are satisfied with their list, ask their thoughts on any additional ideas that you might have had on your list.

Once reopening procedures are set, walk your whole team through the club/studio, mapping out how all of the new guidelines will be actualized. Answer all your teams questions thoroughly so that they are all on the same page and can communicate the guidelines to your members/clients. Document all of this in writing and/or video for their future reference.

Finally, role play potential challenges that may come up with members/clients. There are going to be members/clients that either don’t understand or don’t want to play by the rules. Role play these scenarios with your team and discuss the possible outcomes with them.

The best opportunity you have to get your members/clients back in your club/studio as soon as possible, is to have your team prepped, ready, and eager to help them with the transition into your facility’s new normal.

Good luck!

Giving the Gift of a Gift

So, you want to give something to your clients for the holidays, and/or you’re thinking about running a holiday special to attract new customers in the new year. One great way to cover both is to give the gift of a gift.

giftcertpicFirst, your best members and clients love you. They are your evangelists. You don’t need to give them gifts to endear them to you.

Second, offering specials, discounts, and sales could be perceived as devaluing your service or membership.

However, if you give your best members the gift of a gift certificate to give to a friend or family member, that changes things. You are giving your member something that they are actually able to give as a present to others. They want to share their passion with their friends anyway and, as for acquiring new members, there’s no better way to get them than referrals. You are also not discounting, you’re giving a gift that has a value of $X. (perception is everything)

Here’s some thoughts on the details:

(gift recipient name) ____________________________________ has received the gift of ________________________ (something of real value, not 10% off or a 1 week free membership. Maybe a personal training starter package or a month of group fitness)

valued at $________  (list the real price, show the value) from (member’s name) ________________________________________________

“Health is the greatest gift, contentment the greatest wealth, faithfulness the best relationship.” – Buddha (adding a little health quote never hurts)

Give it a try. Give the gift of a gift and have a happy holiday season.