Encouraging feedback from leisure, gym and PT clients
The last time we spoke about feedback, we gave you some starting points to work from. Today, we’re going to go into more depth about incentivising it and where you should be focusing.
Feedback is critical to growing your business and in 2021, as we begin to reopen from the COVID-19 outbreak, it’s time to start drumming up more attention from customers about your business!
With months lost and people unable to join or use leisure clubs and gyms, now is the time to focus on building strong connections again.
Incentivise the customer, not the employee
For those in a position to do so, the most basic method of generating feedback is via incentives. Yes, it might feel weird at first (isn’t it bribery?), but data exists that indicates companies that have brought in a rewards scheme when leaving reviews have seen a 10-15% increase in feedback.
However, for those with employees, it is advised not to make their jobs revolve around this feedback. You might find it skewed positively in some cases.
Smaller gyms and personal trainers might not be able to offer incentives, but those in established locations and leisure clubs should seriously consider it, you are almost guaranteed an increase in responses!
Forms, they’re not boring!
You’ll also want to create an online form – perhaps through Google Forms – which allows you to create a form in any capacity you want and mass market it through simple links. Shorten it down with bit.ly and you’ll have an easy method of distributing via social media to truly create that sense of community by making it incredibly apparent that you are listening to them directly.
Win at social media
When positive feedback comes in, make sure you promote it! It’s always nice to see yourself getting hyped up and who knows, the rush of being promoted in such a way might be enticing to onlookers.
You will also want to begin getting into the thick of it with Instagram Stories and their polls or Q&A feature. This allows you to quickly hoover up as much feedback as possible with very little effort on your customers’ part, while also engaging with them as an audience, making your business or brand seem more friendly.
The customer might be right!
When you sign up with fibodo, Trustpilot comes included. Trustpilot is the lifeblood of a majority of businesses online. A whopping 86% do not engage with a business if it has poor reviews, meaning that taking your feedback on board when it comes in and improving yourself is vital, as people can later update their reviews. Considering you’ll probably see them in person, it might be worth approaching them about this afterwards. Highlight it elsewhere and then use that post to ask people to leave feedback too!
Another integral piece of feedback collection is of course Google. If your business is tied to Google My Business, any searches for you will highlight dedicated Google reviews that will follow search results.
To sound like a broken record, it’s important to take this information on board so that it looks like feedback is crucial to you – which it should be – and that you hear the customer.
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