Delivering a Consistent High Standard of Service for Online Coaching - Coaching Success - #495

Barbell Logic

Health & Fitness, Nutrition, Health, Diet, Fitness, Weightlifting, Barbelltraining, Strengthtraining

4.6 • 1.2K Ratings

🗓️ 27 October 2023

⏱️ 18 minutes

🔗️ Recording | iTunes | RSS

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Summary

You need excellent customer service for online coaching, not just in-person coaching. Set your online coaching apart from the crowd, provide your clients more value, get more clients, and make more money.

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Excellent Customer Service for Online Coaching (Not Just In-Person)

Customer service, especially in a post-COVID world, sets your business apart.

Many coaches and gyms provide excellent customer service. Matt sees three common gyms types: boutique gyms with excellent customer service but poor training, black iron or CrossFit gyms with hard training but poor customer service, and big box gyms that have good customer service with laissez faire training (you can train hard or not).

Coaches who follow something akin to Barbell Logic coaching, with high-quality, 1-on-1 coaching, you know how to provide excellent customer service: show up on time, be prepared, greet your client with enthusiasm even if you're in a bad mood, dress well, etc.

You need to have excellent customer service for online coaching. Don't treat your online coaching differently. Take the principles of high-quality, high-touch coaching and apply it to your online coaching business.

Excellent Customer Service for Online Coaching: Set & Maintain a High Standard

How can you set and maintain a high standard of service for your online coaching business. Look at the list below for some basic things:

programming done in advance (always)
communicate where programming is going
technique feedback
24-hour feedback
screen recording, not just text
well-dressed
high-quality microphone

Think about the online coaching experience like you would the in-person experience. As opposed to your client walking into the gym, how does the client interact with you, receive feedback, upload videos, ask questions? How do they pay? Can they expect consistent, high-quality customer service from you?

Have excellent customer service for online coaching.

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Transcript

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0:00.0	The podcast where we talk about what it means to experience strength.
0:08.0	And how you can use simple, hard, and effective strategies in training and nutrition to improve your life.
0:15.0	It starts with meeting you where you are right now in finding lasting solutions.
0:20.0	Welcome to the show.
0:30.0	You're listening to the barbell logic podcast coaching success series.
0:37.0	I'm your host Matt Reynolds.
0:38.0	Excited you're here. Happy Friday.
0:41.0	First off, I am recording this down at my cabin.
0:44.0	My MacBook Pro, the display went out completely 24 hours ago.
0:50.0	And it was going to be $1,000 to fix the display.
0:53.0	And so I'm actually recording this on my daughter's MacBook Air.
0:58.0	And so the audio probably won't be as good as it normally is.
1:01.0	But Stephen, our amazing podcast producer will make it sound as good as we possibly can.
1:07.0	Hopefully I'll bring you a lot of value out of this episode.
1:10.0	And so I want to dive right in today about creating a standard of service for online coaching.
1:19.0	So we've talked a lot about for you coaches that are coaching in person and are trying to or interested in a hybrid model.
1:28.0	Where you add online coaching to the services that you offer.
1:33.0	There's a thing that I'm seeing in coaches like this.
1:37.0	And it looks like this for your in person coach that focuses on high quality customer service high touch points.
1:46.0	And they're a great coach. Let's assume that those of you that are listening or all of those things.
1:52.0	You show up on time to the gym.
1:55.0	You dress the part you look the part you train.
	...

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