In some fitness centres, the reception of a prospect, that is, one who has decided to come and visit us, is even seen as an interruption of daily activity when it should be the primary purpose; in many other centres this phase is taken for granted and it is limited to a simple and cordial greeting that we do not classify as a phase of a reception process, but as one of good education. It is no secret that this process is often also forgotten in most job descriptions or in the process of training new staff fitness centre members.
In a fitness centre emotions win
A smile that’s used as the first gesture of welcome, a sincere greeting with all 36 muscles of the face and with the eyes, the latter will identify the first real contact that will be established with the prospect especially when you happen to find yourself on the phone or rather to manage other customers. An authentic and friendly welcome is the best way to establish interpersonal relationships accompanied by the use of a comfortable tone of voice and the right questions, leaving behind phrases like "can I help you?" that insinuate a state of difficulty of the prospect, replace it with "how can I help you", in this case we offer to be of help, establishing the right roles.
The communication keys of the reception
Once we have defined the key elements for an excellent reception, we should put them into practice, without forgetting that this process in the sales cycle is really concentrated in a few minutes of conversation. Not relying on chance or improvisation, putting training into practice and following a very specific method, this will bring our competence combined with the ability to communicate towards a mandatory step in what we can call an emotional reception made of relationship. A relationship in which there is not only knowledge but also, above all, the ability to transfer positive emotions that will lead the prospect to choose us and no longer to buy. A warm welcome, 360° communication, active listening and the right questions will lead to an empathic relationship that will make the difference.
A training program where everyone will be able to propose it, a relationship that will excite people, by all members of staff, will make the club unique in a system that we can call a "culture of welcome" that will inevitably generate a positive word of mouth; be chosen and preferred over those who remain anchored to a single warm and smiling "Hello", or worse "Tell Me".