8 Things You Should Never Say to Customers

"The goal as a company is to have customer service that is not just the best but legendary."


If you don't genuinely care about your customer and have an actual interest in what they're saying, no matter how good your words are they won't have a positive affect. Combining genuine care and interest with the proper verbiage is essential to high level communication with customers. 


I came across this article I want to share with you: 8 Things You Should Never Say to Customers


At WAC we train and coach quite a bit on verbiage, especially with the front desk, to be sure the right message is coming across. 


Using words like "right away" or "immediately" help show what they said was important and that you're going to handle it. For example -"I'll get that handled for you" vs "I'll get that handled for you right away". 


Customers also want you to take responsibility, whether or not their request is in your job description. So instead of telling them "what you should do is..." - take care of it! If you absolutely cannot do it for them then let them know "I'll get somebody that can take care of that for you right away". 


Here are some examples of word choices we train on at WAC: 
Verbiage

• What you say is important, but being GENUINE is more important
• We say “yes” whenever possible
• Say “please”, “thank-you”, and “you’re welcome”
• Do NOT use:
• No
• Policy or guideline
• I don’t know
• Hold on
• Sorry about that

• DO use:
• Yes
• In order to be fair to all members…
• Let me find out for you
• One moment please
• I’m sorry/I apologize

Simple word choices can help defuse an upset member or help them keep from getting upset in the first place. Again, no matter what words you use, if they're not genuine the customer won't buy it. You're better off hiring genuine, service minded people and training/coaching on verbiage than hiring robots that use the right words. You can't train caring (that's a product of upbringing), but you can train verbiage. 

Faith vs Fear

"You must expect great things from yourself. Faith brings out the best in you."

Fear:

• depresses and suppresses your abilities
• sees only the darkness
• is pessimistic
• predicts failure
• creates stress, worry, and anxiety
• wonders why all the bad things always happen to them

Faith:

• increases brainpower
• sees the silver lining
• is optimistic
• predicts success 
• prolongs life because it never frets
• knows things will come out right

People that are faithful are not shaken when disappointments, losses, or catastrophes come their way. Their faith looks beyond the negative and instead sees the sun behind the clouds.

Think about the things that bring you the most stress. Those worries that take the spring out of your step and rob you of your joy are not those which actually happen. If you constantly question the outcome of things you create doubt and you cannot thrive in the face of doubt. Fear creates failure.

Athletes are a prime example of this. If you golf you'll know exactly what I mean. If you hit a few bad shots you start to lose faith in your swing and begin making all kinds of corrections. Before you know it your body and mind don't seem to be working together and you've forgotten how to swing altogether. Or take a quarterback that has made a few bad decisions, is getting hit every time he drops back, and has receivers that aren't running the right routes. Over time, these factors ware on his mental capacity and he may begin to doubt his abilities or his teammates. When that happens he becomes timid and struggles even more.

Same thing in your life. If you hit a few roadblocks or hit a rough patch where things just don't seem to be going your way what do you do? What do you "think"?

Faith is a positive confidence in yourself and your abilities. It's what keeps you going when the odds are against you. When you're beat down and want to give up, when things have been so difficult that you just want to cry - faith is what gets you through. Faith is what lifts you up, rights the ship, puts that smile on your face, and gives you that spring in your step despite the troubles you're going through. Faith brings success.

Do you live with faith or with fear? 

"You can change what you are. You can change where you are in life by changing what goes into your mind. All you have to do is believe in yourself." - Zig Ziglar

Why We Fall Off Workouts

One of the reasons I love my job in the fitness industry is because I enjoy seeing people transform their lives through exercise. You can tell when somebody is having success - they seem to just kind of beam when you see them at the club.

Unfortunately most people very quickly fall off the wagon due to a variety of reasons. Most clubs, WAC included, have several tools in place to help members get started and achieve lasting results. The reality of the situation is that even though more and more people are finally seeing that exercise needs to be a staple in their lives, most fall off within the first 3-6 months (the critical time frame consistency is needed to achieve results and make exercise a habit).

I came a across a great article on-line: 8 Reasons Why We Fall Off the Workout Wagon that I want to share with all of you in hopes that you will see why you've fallen off in the past and use the "what you can do" tips to get back to exercising, achieve consistency, and achieve your health & fitness goals.

Reason #1: You have a perceived lack of time

This is probably the most common complaint. You have your career, a girlfriend or wife and possibly kids to attend to, not to mention your buddies who are always tempting you to go over and watch the game. Life's demands just don't stop, and often, they crowd out your gym time.

What you can do:
Schedule your workout time. Start scheduling your workout time into your day just like you would a doctor's appointment. Once it's written, view it as a commitment, something you will have to schedule other things around.
Maximize your workout time. The second thing you can do is make sure you are making the most out of your workouts at the gym. Instead of doing a whole bunch of exercises that isolate one muscle, such as tricep kickbacks, do compound exercises that will work many muscles all at once (e.g. chest press).
Consider super-sets. You can either alternate between agonist and antagonist muscle groups like biceps and triceps, or between upper and lower body exercises. This way, you can work one muscle group while the other is resting and cut that "dead" time out of your workout.
Schedule shorter sessions. If you only have 30 minutes, you can still get a great workout, so long as you push yourself hard. You don't really need to dedicate an hour or more to see results. Many times, people in the gym are actually over training, and cutting down your workout time might actually provide you with better results.
Have easy access to your gym. Finally, when choosing a gym, make sure it's easily accessible. Find one on the way to or from work and you will be much more likely to make a stop.

Reason #2: You don't see results

You've been working out for three months and have yet to see results. This makes you question why you even bother and sends your motivation out the window. If this is the case, it's time to re-evaluate your workout routine.

What you can do:
Hire a personal trainer. Enlist the help of a professional trainer who might be able to quickly pick up exactly what to change to achieve your desired results.
Set realistic goals. If you started working out a month ago weighing 200 pounds with 25% body fat, you won't be able to get down to a cut, 10% body fat frame in a few weeks. If your goal is a large one, break it down into smaller mini-goals so that you are continuously making small achievements.
Eat healthy. Finally, have a look at your diet; if you are grabbing a handful of nuts while watching the game or have been knocking back an extra beer after work lately, these will all add up and slow your progress. When your diet is on track, your efforts in the gym will be much more noticeable.

Reason #3: You injured yourself

If you've suffered an injury recently, this will no doubt be a setback for you. But don't become depressed about it and completely avoid the gym.

What you can do:
Shift the focus of your workouts. Take the time to focus on other aspects of your workout that you have been neglecting. If you've been really hammering the weights hard, try emphasizing your cardio training a little more. 
Emphasize other body parts. If you injured a smaller body part, such as your shoulder, you can still perform strength exercises for your legs. Just make sure you allow yourself enough time to recover and seek professional treatment if need be, otherwise you will only increase the amount of time you are sidelined.

Reason #4: You go to the gym, but don't get enough done

This may be the case if you socialize at the gym. Your rest periods turn into rest sessions and a trip to the water fountain usually involves a detour to chat with the girl on the bike. If this sounds like you, it's time to focus on why you're there.

What you can do:
Set an amount of time to train. Try to perform your entire workout within a set period of time. Once you get it out of the way, take a few minutes to socialize and relax.  
Hire a personal trainer. As mentioned above, a personal trainer might keep you on track. Since you're paying by the hour, you'll be a lot more focused.

Reason #5: You are self-conscious or intimidated

Or, if you're a newbie and don't understand many of the basic concepts, you might feel intimidated by all the different equipment and machines.

What you can do:
Talk to a personal trainer. Make an appointment with a personal trainer who will show you all the basics and get you started on a program you feel comfortable with. 
Train during slow times. If your appearance makes you feel uneasy, head to the gym at non-peak hours so there will be fewer people around. It would also help to remind yourself that it's a matter of time before you see improvements. 
Train with a buddy. Find a friend who's also interested in getting in shape. Your workouts will be more enjoyable and you'll have a spotter.


Reason #6: You don't like your gym

If you got your gym membership years ago, various factors might have changed. If it's the gym that's keeping you out of the gym, then it's time to look at taking out a new membership.

What you can do:
Get a membership at a new gym. When looking for a new gym, take advantage of many of the free offers out there allowing you to be a "member" for a week before making a commitment to ensure you like it. Also, make sure you read up on all their policies and guidelines before signing any sort of contract. 
Subscribe to a large chain of gyms. Become a member of a larger chain that allows you to train at any location in your city and drop in as a guest when you travel.

Reason #7: No one supports your efforts

Your girlfriend may be angry that you're cutting into the time she gets to spend with you by going to the gym, and your friends may become slightly resentful of your rapidly-improving body and the fact that you're making them look bad.

What you can do:
Invite them to train with you. Invite your girlfriend to the gym and try to pique her interest in fitness. If she's not the fitness type, then make it clear that you are working out to feel better about yourself. If your buddies are the problem, invite them as well. Otherwise, you may want to avoid mentioning your workouts around them.

Reason #8: You don't like going anymore

If you are just finding it hard to go, for no particular reason, you may just need a break. Everyone experiences a bit of a burnout or a psychological barrier from time to time.

What you can do:
Visualize the results. Envision the results you hope to see as a way of motivating yourself to go again. 
Update your routine. Change your workout routine. Try some new exercises or maybe even a whole new form of workout such as boot camp or a kickboxing class. Often, a change of pace is enough to get you going again. 
Reward yourself. Buy yourself something you really want after a given amount of successful sessions. Set a goal you can work toward.

I love how they said a "perceived" lack of time. It doesn't take long to exercise and start making healthy life and body changes. If you have a spouse and children that only compounds the difficulty in finding time. Sit down with your spouse and work out a schedule when both of you can get exercise in. Even if it's only every other day for 30 min, at least it's something. The WAC, and most larger health clubs, have child care available for a nominal monthly amount so you can actually bring the kids to the club to play while you work out. Time is no excuse, we all have the same 24 hours in a day and must schedule exercise in - your health and well being depend on it!

Getting help from a certified trainer can help you overcome several of the reasons. Many clubs now offer a complimentary session with a trainer to get you started. For example, we offer 2 - 1 hour sessions with any of our trainers or instructors so you can meet with a personal trainer to get workout guidance, a dietitian to get your nutrition in line (70%+ of the weight loss battle), yoga instructor for some one-on-one tips, etc. Even if you've been working out for years and are extremely advanced a certified trainer that keeps up to date on the latest information in their profession can help infuse new ideas into your workouts.

Examining why you have failed in the past is an important part of succeeding now and in the future. If we don't learn from the past we are doomed to repeat it. I hope these reasons and tips to overcome them help give you that positive push towards achievement of your health & fitness goals. If you have any questions for me or need any guidance please contact me and I would be happy to help you. Have a great weekend!

The Only Competitive Advantages Your Company Will Ever Have

Excerpt from "Zappos: Delivering Happiness":
"...a big reason we hit out goal early was that we decided to invest our time, money, and resources into three key areas: customer service (which would build our brand and drive word of mouth), culture (which would lead to the formation of our core values), and employee training and development (which would eventually lead to the creation of our Pipeline Team)."
"...our belief is that our Brand, our Culture, and our Pipeline (BCP) are the only competitive advantages that we will have in the long run. Everything else can and will eventually be copied."

Zappos is so successful in part because they put their resources (time and money) into 1) customer service, 2) company culture and 3) their people. When I read this I immediately starred it, underlined it, dog tagged the page, circled it - this excerpt stuck out like a sixth finger.

Think about it; processes can be copied and technology can be copied. Eventually a competitor will take your great idea, copy it completely, package it at a lower cost, and try to beat you. The only way you will win is by having great service and great people (culture helps cultivate these two things).

Yesterday the WAC held their quarterly Member Services Kickoff, which is when all the membership reps at the 6 clubs get together with the owners and GMs for ongoing training and education. One of our owners shared a story about a product called Zune. Microsoft came out with Zune shortly after Apple created the Ipod in an effort to keep up with Apple. Haven't heard of Zune? That's because Apple stuck true to the above 3 items (customer service, culture, and people) and kicked Microsoft's butt. Even though Microsoft created a similar product and a similar price point they couldn't keep up with Apple.

No matter how good the product, how low cost it is, or how big the company brand is - if your service isn't top notch, your work environment doesn't cultivate fun and creativity, and your people don't believe in it or aren't well trained then failure is imminent. You can put as much money into marketing as you want, but word of mouth spreads quickly (especially in the age of social media) and customers will go elsewhere.

What are you or your company investing most of their budget into? If the top three aren't: customer service, company culture, and employee training & development then you/your company aren't capitalizing on setting yourself apart from everybody else in the industry and sooner or later that will catch up to you, effecting your long term success and bottom line.

Strength in Numbers

"The nice thing about teamwork is that you always have others by your side" - Margaret Carty

If you've been struggling to achieve your fitness goals then maybe it's time to grab a partner.

Everybody hits plateaus in their workouts - you get sick, family situations arise, work demands get bigger. Before you know it a few days off turns into a few weeks which turns into months and then you're starting over from square one because the gap was so big all your results went out the window.

People that workout by themselves have a drop out rate that's nearly 40% higher than that of people who workout with a partner.

Working out with a partner is successful because:

1. It's social - happiness studies have proved that we need human interaction to have sustained happiness
2. There's accountability - you're expected to meet at a certain place and time each day so you're more likely to go
3. It's competitive - you push each other more so you end up working harder and burning more calories
4. There's motivation - your partner can keep you going through lulls so you stick with it and avoid falling back into old habits or dropping out completely

If you're struggling to stick with workouts grab a partner with similar goals, schedule workouts together, and get busy achieving your fitness goals.

If you need somewhere to workout together that's clean, fun, and full of energy please let me know. There's this great health club I know about that can help you achieve your goals ;)