Just like everyone else, you have probably been glued to various communications channels to get news, updates, and information during the COVID-19 crisis.
You have likely been frustrated with inaccurate information. You have no doubt been frustrated with slow, late, or unavailable news. You have also probably relied on heartwarming, motivational stories to keep you going during these tough times.
Your clients are no different. They need to hear accurate, timely, and positive information from you.
This is where your communications system will make all the difference. Here are a few ways you can stand tall in a crowded room by delivering great information to your clients.
Multi-Channel Communications
It’s important to stay in touch with your clients and feed them up-to-date information about your reopening and any new procedures. Using text and email are probably the most efficient, personal ways to reach your clients.
Make sure you’re not overloading them. If you have a long list of things to get out quickly, use email to distribute that information. Texts should be used for personalized messages, not for distributing long lists. Mix it up to make sure you are staying in touch with all of your clients in various forms.
Also make sure that what you send is relevant. You don’t want to become a SPAM machine and teach them to ignore your communications. Everything you send should be valuable to them.
Video
Video is a great way to put your face to a message. Record short video snippets that you can then send to your clients via text, email, or on social channels. “Seeing” you will be a great confidence booster for your clients. Short, sweet videos are a great way to communicate.
Some videos you could produce and distribute are:
- Footage of your staff cleaning your facility
- Footage of clients returning to workout
- Motivational words from trainers
- Educational videos about new processes
- Fun interviews with clients or staff
- Much more!
Tracking/Proactivity
It’s important to know what’s going on in your gym so you can be proactive. You should have a list of any clients who haven’t come back yet so you can reach out. As you track your clients activities, you’ll be able to communicate with them better.
For example, if you notice that one of your clients hasn’t been participating in virtual workouts, you should reach out via text to say “hi” and make sure they are doing well.
If someone hasn’t come in for a soft re-opening workout, you could reach out to resolve potential concerns they have and offer alternative options.
The key is knowing what’s happening and then communicating quickly.
Moving Forward
A lot of the things we are implementing as a result of the COVID-19 pandemic are temporary. Some are things we probably should have been doing all along. Communication is one of those things.
Hopefully, the lessons we learned about staying in touch with our clients and delivering a personalized experience will change the way we do business forever.
To see how Naamly helps fitness businesses with communications, visit www.naamly.com or call us at 480-660-0203.
Best of luck with the re-opening!
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