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

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

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

Read Time :

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. So, how do you carve out a niche for yourself? My favorite strategy is to make sure no one has any reason to look elsewhere. At my studio, we call this the Pretty Woman effect (as in the 90's film with Julia Roberts). In the movie, she says, "I'm gonna treat you so nice you're never gonna want to let me go." and that became the soul of our customer service culture. 

You already know that providing an exceptional client experience is crucial for enticing new clients to sign memberships, but it's also vital for retaining them in the long run. With so many options available to fitness enthusiasts, it's the quality of service and the overall experience that sets one studio apart from another. That doesn't mean you need to break your rules, bend over backward, or sacrifice your own ethical code to please people. Instead, be crystal clear in your studio policies while being friendly, engaging, and celebratory. Here are some strategies to help you elevate the client experience in your studio:

1. Create a Welcoming Environment: The moment a client walks through your door, they should feel welcomed and valued. There is nothing worse than a front desk person who is too absorbed to look up from their task. Hopefully, you're already putting your best foot forward in the basics, so how can you level up? According to a study by Harvard Business Review, customers are more likely to be loyal to a business when they feel a personal connection. 64% of customers surveyed said that they have a strong relationship with a brand because they feel like the company cares about them. One of the simplest ways to show you care is by remembering your clients' names. It's a small gesture that can make a significant impact on their overall experience and perception of your business. 

At my studio, staff are required to know every single member and intro client's name as well as other details about them to be able to hold a friendly conversation. I love taking photos of each new client and storing them in their account to give staff a little memory boost when they're just not sure if that's Jenna or Jenny about to walk through your doors. When you can greet each client with a smile and personalize their experience based on their personality, they're so much more likely to stick. 

fitDEGREE can support your Studio Fitness

Consult with us now!

2. Build Relationships: Your goal is to foster friendships—or at least friendly acquaintanceships—between your clients, staff, and yourself. Take the time to get to know your clients so you can introduce them to other clients who might click with them. Try to remember their fitness goals, kids' ages, job titles, and any other relevant information they feel like sharing. Building a strong relationship with and between your clients fosters loyalty and makes them feel like part of a community.

To shortcut relationship building, you can foster a culture of inclusivity by encouraging clients to introduce themselves to their neighbors before class begins. Nobody enjoys working out with strangers, so help people to connect. While it may seem silly, I've seen classes completely transform just by having clients greet each other. It can be challenging to make friends if you're stuck at the "What's your name?" stage for weeks, so why not facilitate that first step by asking everyone to say hi?

3. Provide Excellent Customer Service: From answering inquiries promptly to addressing concerns effectively, exceptional customer service is key to any business's longevity. Research by HubSpot found that 90% of customers rate an "immediate" response as very important when they have a customer service question. In boutique fitness, it can feel like you're never allowed to take a minute off, so train your staff to be attentive and knowledgeable, and consider tasking someone else with answering the never-ending stream of emails so you don't have to. If you don't have employees, a VA can be a great resource as long as you train them in your voice and policies. 

4. Offer Value-Added Services: Do you have any opportunities in your daily operations to "surprise and delight" your clients without breaking your budget? Consider additional services or amenities that enhance the overall client experience, like water stations, essential oil sprays, stocked bathrooms, towel service, or even access to exclusive events and workshops. One of my favorite surprises is to leave little welcome Epsom salts on a new client's mat before class. These little mesh bags take no time at all to make, cost very little, and still show you took time and effort to welcome them into the studio. Plus, they're super Instagrammable by the client as she waits for class- bonus marketing points!

5. Celebrate Milestones and Membership: On the topic of surprises, make a special effort to recognize and celebrate the achievements of your clients, whether it's reaching a fitness goal or a membership anniversary. I love hosting Member Appreciation Week every year and have had clients rearrange vacations to make sure they don't miss out. We also make a huge deal out of milestone celebrations. Include some pageantry! Have members sign the wall, give them prizes for reaching certain milestones, and make sure the class cheers for birthdays, membership anniversaries, and milestone achievements. It doesn't need to be expensive to be meaningful. Paying attention to significant celebrations not only shows your appreciation but also motivates them to continue their fitness journey with you.

6. Collect and Act on Feedback: Regularly seek feedback from your clients and use it to improve your services. My favorite way to do this is with a quarterly survey where you can ask clients:

  1. What are we doing well that you'd like us to continue to focus on?
  2. What could we do better, or what would you like us to start offering in the future? 
  3. What do you not love about our studio that we could work harder on?

Whether it's through surveys or one-on-one conversations, showing that you value their input can lead to valuable insights and improvements. Plus, it makes your clients feel like their opinion is important and gives you great testimonials for social proof. 

7. Stay Connected: Keep your clients engaged outside of the studio through social media, newsletters, and events. Spend ten minutes a few times a week commenting on your clients' pictures or responding to comments. Take the time to write engaging newsletters, and try to include one out-of-class event a quarter. Staying connected helps to build a sense of community and keeps your studio top of mind, which can save a membership when budgets get tight, or life gets busy.

By implementing these strategies, you can create an exceptional client experience that not only attracts new members but also keeps them coming back (with friends!) for years. Remember, in boutique fitness, it's the little things that can make a big difference. Your job is to show your clients that your studio isn't a big box gym or giant brand- that they matter to you. Every interaction counts, and by focusing on providing exceptional service, you can set your studio apart and create a loyal client base that will support your business 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

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.

Customer Spotlights: Showcasing Success Stories to Boost Gym Engagement

As a boutique fitness studio owner, you understand the importance of creating a community-oriented and client-centric environment. If new clients wanted to exercise alone, they'd stay home and stream into their living room.

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:

Niki Riga
Industry Expert
Limitless Studio

Niki has been a client, a studio owner, and a coach in boutique fitness for over a decade, and she can’t think of an industry she'd rather be in. Her favorite part about coaching and studio ownership are the same: she loves supporting clients as they push past their limits and achieve their goals. Niki became a coach because she was regularly asked, “how did you do that!?” by other studio owners who were drowning in the day-to-day responsibilities of business ownership but didn’t have the support to grow their studio to its potential. She created Limitless Studio to partner with owners who have a vision for their business and are ready to implement systems to build the studio of their dreams.