One tool every box owner should have up their sleeve is a well-written phone script.
photo credit: Vincent_AF via photopin cc
While some are quick to jump to the idea of robotic customer service, the benefits of a phone script should not be overlooked.
A phone script is a powerful asset for projecting a confident and professional image. Botched phone calls can lead to negative impressions of your gym and ultimately lost income if potential members decide to take their business elsewhere.
While box owners may feel that they are experienced enough to go without the script, the same may not be true for all employees- especially a new hire. Having a phone script you can provide to employees ensures every call coming to your gym can be handled with the same proficiency and welcoming attitude you yourself would provide.
Should you decide to make your own here are a couple of pointers to keep in mind:
- Use open ended-questions so you can get to know the potential client and frame your explanation of programs or your gym in a way that appeals to them.
- The goal of the phone call should not be to simply answer questions, but to lead the caller into signing up for a free introductory session or trial workout. Keep that goal in mind and make sure your conversation builds rapport and leads into the appointment scheduling in a natural (not forced) type of way.
- Make sure to write out your phone script in a way that’s consistent with how you would actually speak to a potential customer – avoid wordy terminology, mechanical explanations and artificial-sales pitches.
- Finally, even the best phone scripts will eventually fail to meet your gym’s needs. Constantly refresh your write up to ensure it answers the questions people are asking, addresses the benefits of your gym over others, and leads to consistent appointment sign ups.
As your employees become well-versed with the script, give them leeway to weave their own personalities into the conversation. Doing so will make the caller feel the dialogue is genuine and hopefully get them even more excited to come in and try your gym.
Guest Post by:
Amy Duchene and her husband Marc own CrossFit 915 in El Paso, Texas. They also have their own kid’s fitness company, CuzImABeast, that offers informational articles, WODs, coaching videos, and cartoon learning aids for CrossFit Kids programs.