S3 Ep06 PAA Pilates Business Assets: Attending First Sessions

PAA Series 3 Episode 6Client Sales Journey Step 5: Attending First SessionsLearn the 10 Step Pilates Client Sales JourneyPilates Business - Serving Pilates Businesses WorldwideSubscribe to the PAA PodcastAs long as in the previous four steps we've looked after our assets & our client's journey they will get to that point of attending the initial sessions. But if we perform the initial sale incorrectly or if the presentation wasn't reflecting what's going to happen in the studio, or if we didn't get them to inquire in the first place, then we will not have those initial sessions.You don't get a second chance to make your first impression. Shouldn't be assuming that attending is the same as booking. Dealing with the no show and late cancel.Although you've done a lot of work to get the client to this stage, they're still just a prospect. This is where your cancellation policy really comes into play. Prospective client might be paying you $5,000 over the next year and $50,000 over the next 10 years We'll just rebook that for you and we move along.You might be managing them out of being a client with you because perhaps they're not ready Cancellation policy is very well communicated The process from "hello" to "money in your pocket". The main asset is your instructors and the experience that the client will have in your studio, needs to reflect very accurately “the promise”.Promising a life-changing experience, so that needs to be reflected Is your instructor is already smiling as this prospective client first comes  through your studio doors?  Exceeding expectations of the client with your cancellation policy Make a fantastic connection via the instructors “area of genius”Most customer service “sucks”. Make yours better by providing: Superior, Unexpected Customer Service, Very personalized service and expectations. It's very friendly. It's very happy. It's very positive. Help educate our clientele that it's a group environment oftenWhat type of sessions do you provide for the new clients initially? Privates to semi's with a plan… and the plan is their program. Let's talk about mat work! Encourage new mat clients to go into a beginner mat course.“That conversation” with clients who have told us that they've got a healthy body, and when they get into that beginner mat work course, they don’t. But ideally if we can get them to a beginner mat and then it's not only that introduction to Pilates that specifically for them [00:13:00] in either the privates or in the beginning sessions, it means there's only really two choices, so it's , pretty simple. And there's not much of an outlay of either time or money for the clients.How you deal with beginners will determine their experience, so that Being a group environment, makes it also a team environment. And if someone's coming in and affecting the culture negatively, then that's something that needs to change in some way.It becomes a process of educational or management and usually the education wins out because if you have a strong culture.If you've built a strong culture with instructors that get it, want it, and have the capacity to do it, then you're also building the same culture with your clientele, so that new client may get to the next step…the second purchase! PAA Course Competency Criteria standardsVisit the PAA website Find us on  Facebook Join the PAA Member Forum (Members  only)Find us on InstagramEmail us at [email protected]