Port Mort on Health and Fitness Sales Systems

Paul, who are you and what do you do?

Paul Mort, I'm former fat boy, now one of the UK’s leading fat loss experts,  twice young business person of the year, featured in national press and magazines, tv and radio.

When it comes to having a successful training biz, what do you feel are the key factors?

Results- plain and simple Chris, you can have the most qualifications in the world or the best marketing and sales techniques in the world- but if you cant get results for your clients then you have no chance of not only keeping them as clients or of them referring their friends!

Customer care: it really annoys me when I hear trainers or any other service saying here’s a testimonial from one of our ‘satisfied customers’. Imagine making love to your spouse and asking the infamous “how was it for you?” and he-she replied “satisfactory” how would you feel? My sentiments exactly. Don’t strive for satisfied customers, strive for raving fans!

When it comes to customer care, where do most trainers go wrong?

I think they concentrate to much on getting new clients rather than looking after the ones they currently have. Most trainers spend hundreds on new adverts, books and audio’s learning about the newest marketing and sales techniques. The number one way to build your fitness business is through referrals they don’t cost you a. penny- If you look after your current clients!

How do you treat your clients/customers?

Like royalty! Again I just look at it from there point of view, those guys pay A LOT of money for my service but is 50 dollars plus per hour for exercise supervision worth it? Well all know it is, but imagine if your doctor emailed you whilst you were ill, asking how you were and giving you extra tips to get back to health quicker? Now that’s a wow!! How many friends would you tell about that doctor? All of them!

How do you turn clients into Raving fans?

We do any number of things, from simple free things like a text message at the end of the day to say ‘well done today’ to massage vouchers. We reward clients not only for getting results but also for referrals. We send them books, DVD’s, CD’s, magazine subscriptions, free bootcamp places. One of my favourites is when they sign up with us we send them a letter with the title ‘thanks a million for your commitment’ sounds pretty bog standard right? Well to be a little different we attach a ticket for the national lottery- this really blows their minds- and it only costs 1 english pound per ticket, imagine if they win something?!?!

How do you Wow your customers?

Other than the examples above, I believe HANDWRITTEN notes are extremely powerful. If a client is doing well or even struggling I pop a little note saying ‘great work this month’ or ‘lets stay strong and nail that diet this week’ onto a postcard and pop it in the mail. Anyone can text or email but I think taking the time to not only handwrite the card but to stick a stamp on it and post it seems like nothing but to the client it really shows we care.

How do create bonds with your client’s right from the start?

I let them know that I am 100% committed to their success but more importantly than that I do things when I say I’m going to do them. For example. If i say they’ll have there new program on Wednesday, They’ll get it on Tuesday. The lottery ticket tip seems to go a LONG WAY towards this too!

How do you get your clients to want to tell all of their friends about you?

I let them know that I only take on clients that are like them: that way we only get good quality leads. On every card I send, I end it with “P.S this card entitles you to bring one of your friends or relatives along to your next session, free of charge”

Please visit www.precisionfitness.co.uk or www.thefitnesscamp.co.uk

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