They are reading my mind
I hate to sound like the conspiracists however I think AT&T might be reading my mind. Recently I reviewed my account, made a change to my voice plan, and then innocently went from shopping around and inqring about my AT&T services to check out other providers.I was curious as to whether theres a better deal since I'm out of contract.
Ironically this week I get a text stating they have upgraded my current plan to include more savings on the house. Sounds a bit curious... Could it be that because I investigated cheaper options or they may have assumed I was considering a move. I don't think this is too far-fetched and many savvy companies are mining data in one form or another based on our online behavior.Either way, I am now a little more satisfied with my service and might delay shopping around a bit longer.
So what does that mean for us as fitness business operators? Well for one thing maybe we should be more in tune with our customers and clients who inquire about other services additional plans, cheaper programs.ECT.
Maybe we should be more observant and anticipatory of the interest of our clients display or even questions that they ask.
An example of this would be when they innocently ask if you have heard about the new facility that's opening up down the road. Certainly they know we've heard about it and are probably curious as to how we intend to deal with increased competition or they are actually fishing for whether we plan to offer any incentives dissuading people from leaving for the next big thing.
it's easy to get defensive here however I would much rather no what our clients are thinking than to stay in the dark. The more we can anticipate our clients needs stay in front of the goals they have and deliver services before they even realize they want them the better off we are.
Here are some ideas:
- surveys
- actually listening to questions,inquiries, comments, and concerns
- being aware of community,industry, popular, trending, events and happenings
- suggestion box
- open communication
- stay first to market exciting programs
- exit interviews
While we may not have the capability or desire of some major corporations to spy on our members and clients it is crucial that we get to know them as well as we can so that we can make assumptions about what they want most from us. finally if the evesdropping and private investigative work doesn't pan out we can always ask them.
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