“We all need people who will give us feedback. That’s how we improve.”– Bill Gates
Your business cannot evolve unless you are constantly asking for feedback and acting on it.
I see many fitness business owners scared of feedback because they are worried about what they may hear…. This is just fear and cowardice rearing its ugly head. This mindset won’t help you or your business progress. Whilst some feedback maybe hard to hear, it is absolutely essential for your business to grow.
So, when do we ask for feedback?
The answer is as often as possible. You need to systemize it so it occurs regularly. Here are 4 ways you can ensure you are receiving consistent feedback:
1. At the Conclusion of Every Session
You can ask clients how they felt after the session, how was it on a scale of 1-10 in terms of experience and what would they like more or less of in the future?
Autonomy is a prime internal motivator and it’s important we create an environment where our client feels empowered.
2. Reassessment Time
We used to have an assessment week every 12 weeks within our fitness business and at the conclusion of each assessment we would go through a series of questions that enabled us to further and improve our service.
3. Anonymous Survey
The shortfall with the first 2 options is that the feedback is not anonymous. Some clients will withhold information as they are concerned they may offend you in the process. This is why an anonymous survey is tremendously valuable.
It can be delivered seamlessly by a program such as survey monkey.
4. A Leave Survey
It is important to have a client complete a feedback form when they leave the business. They may share information that is vital for preventing further members leave.
Our client retention was terrific and the systemizing feedback played an integral role in this.
It is the only way we can improve. In all areas of life and business seek improvement and success will be a natural byproduct if is supported by action. It may be uncomfortable, difficult to consume and challenging but the end result will be a superior product or service.