Client Communication Excellence: Stand Out With These 4 Tools

Pexels Anthony Shkraba 4348404- Fit Degree
Pexels Andrew Neel 2312369- Fit Degree
Blog Details Img- Fit Degree
Thinking- Fit Degree
Pexels Cottonbro 5076531- Fit Degree

Client Communication Excellence: Stand Out With These 4 Tools

Read Time :

Communicating with your clients probably seems pretty straightforward. 

After all, you’ve spent your entire life having in-person conversations, corresponding over eMails, interacting through phone calls, connecting through text messages and more recently leveraging Video calls too.

But client communication is different. 

Communicating with a client isn’t just any exchange of information.

This is a critical interaction with one of the primary stakeholders in your business and probably the only stakeholder that truly matters for the success of your business. 

The benefits of treating these interactions with intentionality and care are endless….

  • Building Trust, 
  • Helping Clients Get Results, 
  • More Testimonials,
  • New Referrals, 
  • A Stronger Community, 
  • Increased client lifetime value, 
  • Higher Profitability, etc, 

Now that you know what’s to be gained from client communication excellence, let’s look at a few tools to help you build a world-class client communication process.

Tools that we believe should even be the cornerstone of the culture you want to build in your business. 

fitDEGREE can support your Studio Fitness

Consult with us now!

Active Listening

You’re probably familiar with the phrase, “Sometimes, a person just needs to feel heard.” And it’s true - nobody likes to feel like they’ve been ignored. While listening is a generally adopted practice, it doesn’t give you the same benefits of active listening. 

Active listening creates a positive interaction between you and the other party that keeps you engaged in the conversation. 

If you’ve ever been in a conversation where the other person made you feel like he or she was very engaged and excited to be part of that conversation, that person was probably using active listening. 

Put It Into Action
  • Remove Distractions: Simply putting your phone down will foster a stronger connection in your conversation. 
  • Be Attentive: This person should consume all of your attention during the conversation. 
  • Exercise Compassion: Seeking to genuinely understand should always be the priority. 
  • Seek Clarity: Be sure to ask for clarification when necessary. Not only will it strengthen your understanding of the information, but it will also show you are actively engaged in the conversation. 
  • Reflect: Share your perspective only after your client has finished sharing and you’ve had time to reflect on what was communicated to you.

Bonus Tip:

Putting in effort to get some contextual information about your customer - their background, their experiences and their beliefs systems goes a long long way in helping you understand their perspective. 

Consistent Touchpoints

Without a consistent and regular cadence of interactions, your clients have no way to build trust with your business. Sure, they see the coach who teaches their weekly class or the Instructor that runs their Thursday session, but don’t confuse the trust they’re building with your employees as trust they’re building with your business. 

Having accelerated trust in your communication with clients makes it easier for them to talk to you about concerns and helps them credit you with the benefit of the doubt. 

Put It Into Action
  • Recognition: Greet clients as they walk in using their names, celebrate their wins (both in and outside of the studio) and even have personal reach-outs such as client anniversaries or even kids birthdays. 
  • Identify At-Risk: Have a process for checking in with clients who haven’t shown up in your studio in over seven days and in a gym-setting, clients that haven’t been coming in 8 times over a month 
  • Outreach Frequency: Set a rule such that no client goes longer than seven days without a touchpoint through any of the channels - text, email, phone or even a high-five in person

Bonus Tip:

It’s imperative to have an extremely well-laid out onboarding process so that all your clients have a consistent experience irrespective of the coach, session and class they take. 

Collaborative Conversation 

Dominating the interaction can be off-putting and diminishes the other person’s desire to continue the conversation. 

A collaborative approach, on the other hand, paves the way for effortless and positive communication. You both have skin in the game and both are taking part in the direction of where that conversation is headed. 

Put It Into Action
  • Encourage Collaboration: Ask open-ended questions, seek clarification, request their opinion and give them space...Anything that makes them an active participant in the conversation. 
  • Be Inclusive: It might be difficult for members of some cultures and those with less fluency in the ‘official’ language to engage. So, you need to be mindful of that as well as the language and choice of words you use to draw out a conversation.
  • Strategy Sessions: Have periodic check in sessions so that you are always aware of what matters most to your client during that time. 

Bonus Tip:

Creating good notes (that are easily accessible by all) on prior conversations that act like memory banks can help tremendously in building long-term relationships and trust between the client and your business. 


Becoming a client-centric business is something that many aspire to, but few actually reach. The reason? It’s not without effort. Simply put, it’s just a lot harder to pull off than it sounds like. 
Most business owners already see themselves as client-centric. It can be a challenge to dedicate time and resources to a problem you don’t think you have… But that would be a mistake. 
Every aspect of your business improves when you shift to a client-centric approach and communication is no exception. 

Client-centric communication ensures that communication between the client and business is predominantly focused on the client. People tend to want to be part of conversations that involve them, their needs, their desires, and their challenges… In other words, make it about them. 

Put It Into Action
  • Hiring: Right from the outset, make sure you are bringing onboard team members that believe in the doctrine of customer delight
  • Training: Train your team, business partners, and yourself often to always ask this question: “Are we focused on us or the client?” and start fixing the inconsistencies
  • Customer Feedback: It seems obvious but one needs to communicate frequently with your clients to get their feedback, track your performance and ways to better the overall customer experience

Bonus Tip:

Most high performing businesses even tie a portion of employee compensation to the overall customer experience measured primarily through retention and frequency of visits. 

As health and wellness business owners, client communication is not something to be flippant about. Excellent client communication can still help you stand out and make a difference in the lives of your clients. 

The four tools outlined in this article can be adopted by anyone and, when given intentionality and attention, can be developed into lifelong skills that will benefit your business and your team for years to come. 

Looks like you are finding this valuable, would you also like our latest copy of Navigating the New Normal?
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Membership Renewal Strategies: Keep Your Gym Clients Committed Year after Year

Seven Ways to Provide Exceptional Service in Your Studio to Stand Out and Keep Members

Membership Models Demystified: Finding the Right Fit for Your Fitness Studio

Building a Strong Community: How to Foster Authentic Connections in Your Boutique Fitness Studio

Customer Spotlights: Showcasing Success Stories to Boost Gym Engagement

2024 Fitness Trends: Embracing The New Boutique Fitness Trends to Stay Ahead

Elevate Your Studio: The Power of Customer Spotlights to Boost Gym Engagement

Elevate Your Boutique Fitness Studio: Year-End Reflections for Ongoing Success

Unwrap Your Gym's Irresistible Holiday Campaign in 4 Steps.

Unleashing the Power of Newsletters: A Guide for Fitness Studio Owners to Boost Holiday Engagement

How to Boost Your Boutique Fitness Studio's Social Media Presence

Social Media Marketing For Fitness Studios: Building Genuine Connections Over Vanity Metrics

Mastering Employee Management: Best Practices for Boutique Fitness Studio Owners

Crafting a Comprehensive Handbook for Your Boutique Fitness Studio

Crafting a Successful First Year: Must-Have Events for Your Boutique Fitness Studio

Are Your Boutique Fitness Studio's Monthly Costs Weighing You Down? Here's How to Find Out

Revamp Your Fitness Studio: A Guide for Successfully Deciding When to Pivot

How to Create Effective Business Goals for Your New Boutique Fitness Studio: A Comprehensive Guide

Ready, Set, Launch: Your Fitness Studio's Complete Opening Day Checklist

How to Find, Interview, and Hire Staff for Your Fitness Studio

Boosting Your Fitness Studio's SEO Effortlessly: Simple Tips for Studio Owners

The Power of Video Marketing: How Fitness Studio Owners Can Attract More Clients

Six Strategies To Create And Market Your Boutique Studio’s Value Proposition

7 strategies for your boutique gym to compete against large brands

What Type of Financing is Right For My New Fitness Business? A Complete Guide

Six Steps to Create Your Fitness Studio’s Successful Business Plan

Your Complete Checklist to Market Your Fitness Business

How to Create a Captivating Founder’s Story For Your Fitness Studio

How to Identify Your Boutique Gym’s Ideal Client

Four Steps to Create the Perfect Mission Statement for Your Fitness Studio

3 Steps to Build a Strong Brand Strategy for Your Fitness Business

How to choose the perfect space for your fitness studio

Finding a niche for your new business

How to Leverage Business Partnerships to Improve Your Fitness Business

Improve Your Gym's Sales Success With Three Simple Questions

Black Friday Marketing: Your Complete Checklist for Fitness Studios

Three Steps to Improve Your Gym's Sub Policies

Do your staff feel appreciated? How to Improve retention with Employee Appreciation Week.

Seven Questions to Keep Your Gym Staff Happy and Engaged

The free marketing tool you need in your fitness business

Your Gym Needs a Budget: How to Increase Your Fitness Business’s Profitability in Six Steps.

Stop Doing it All: 4 Partners to Help Your Fitness Business Grow

How to Overcome Common Sales Objections to Sell More Gym Memberships

Six Ways to Improve Staff Effectiveness and Retention in your Gym

Eight Steps to Sell More Fitness Memberships

The Three Essential Objectives to Improve Gym Sales and Profitability

How to increase attendance and retention in your gym this summer

How to Increase Your Boutique Studio Sales by Optimizing Your Intro Process

Are your clients staying? Improve your gym's retention rate with these strategies

8 reasons why your intro offer isn’t converting into long-term memberships

Are large class packages harming your gym's business? How to price for competitive growth.

7 Ways to Boost Your Event Marketing and Capture Your Perfect Customer

Are You Using Pop Up Classes to Capture Your Perfect Customer? Here's How.

7 Steps to Create a 12-Month Marketing Calendar to Boost Engagement All Year

How to Maximize Guerilla Marketing to Drive New Clients to Your Gym

Is your gym set up for success? How to create and set achievable new goals in 2022

Is your staff growing your business? How to give constructive feedback to improve buy-in

How to increase your gym's profits without actually making any more money

Client Communication Excellence: Stand Out With These 4 Tools

Member Retention For Long Term Growth

Why Getting More Reviews For Your Gym Should Be A Top Priority

Referrals Should Be A Top Priority For Your Business

Navigating The New Normal

Testing And Tracking Intro Offers

How To Build Your Intro Offer: The 3 Variables to Consider

Membership Contracts and Why You Need Them

Creating A Successful Sales Process

Importance of an Initial Consultation

10 Rules For A Standard Group Class Model Pricing Structure

5 Key Factors For Creating A Revenue-Generating Pricing Structure

7 Things Your Website Needs To Turn Clicks Into Clients

5 Tips to a Successful Studio Management Software Transfer

The 5 Social Media Tools You Need Right Now

Why your Fitness Business Can't Survive Without Community and How to Build a Powerful One

7 Things Your Website Needs To Turn Clicks Into Clients

Why your Fitness Business Can't Survive Without Community (and How to Build a Powerful One)

Membership Contracts and Why You Need Them

Switching Studio Management Software: Reality vs. Expectation

How To Build Your Intro Offer: The 3 Variables to Consider

10 Rules For A Standard Group Class Model Pricing Structure

5 Tips to a Successful Studio Management Software Transfer

The 5 Social Media Tools You Need Right Now in Your Fitness Studio

5 Key Factors For Creating A Revenue-Generating Pricing Structure

How To Build Your Intro Offer: The 3 Variables to Consider

What Does It Cost to Run a Barre Studio?

How the Best Fitness Studios Niche Down to Build Their Business

How to Practice Self-Care When Your Job is to Care for Others

12 Facebook Live Tips for Fitness Studio Owners

Friends Don’t Let Friends Yoga Alone: 11 Tips for Successful Referral Marketing

How Your Yoga Practice Can Spark Gratitude

The 3 Main Ways Your Studio Website Is Failing You and How You Can Fix Them

Should You Crowdfund Your New Yoga Studio Business?

4 Reasons Your Members are Bouncing After Their Class Pass is Finished

Why Yoga Studios Are a Booming Business Right Now

Using Your Yoga Studio Business Software for Marketing 

The Importance of Having Yoga Studio Scheduling Software

Are Your Instructors Making or Breaking Your Studio Brand?

Comparing the Features of Different Types of Yoga Studio Business Software 

Best Software for Keeping Studio Management Simple

Pricing Breakdowns of the 5 Best Yoga Studio Management Software Options

Posts You Might Like

Membership Renewal Strategies: Keep Your Gym Clients Committed Year after Year

The fitness industry experienced a shift after Covid that many studios are still feeling. Memberships, which were once ubiquitous in the gym model, suddenly became much more challenging to sell and nearly impossible to enforce

Seven Ways to Provide Exceptional Service in Your Studio to Stand Out and Keep Members

The fitness industry is competitive. More likely than not, you have tons of direct and indirect competitors in your area, plus YouTube, Peloton, and every fitness streaming app.

Membership Models Demystified: Finding the Right Fit for Your Fitness Studio

Running a successful boutique fitness studio requires more than you probably imagined when you first decided to open your studio.

Software Updates

Software Update Img- Fit Degree
Want to know about the latest improvements to fitDEGREE?
Black Friday
Calender Icon Img- Fit Degree
Ready to switch to a more affordable, customer-friendly management tool? We've got you covered.

Get all the resources
in your inbox

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

About the author:

Sumit Seth
Co-founder of Naamly

Sumit Seth is the co-founder of Naamly - the member experience platform that helps fitness studios simplify their follow-up systems throughout the customer journey so they can build their dream business. Sumit is a strong believer in the power of human connections and had successfully built one of the fastest growing and largest staffing firms by focusing on creating long term relationships. He exited the venture to focus on his health, reconnect with family and found solace in fitness which led him to start Naamly.

Naamly helps fitness studios impact more lives in their communities by building deeper member relationships to drive business success.