Don’t underestimate the power of first impressions. Whenever you step into a new situation you can’t help but make assumptions. Your guests do too. Knowing this, it is imperative to have an inviting reception area, friendly smiles eager to help, a cozy waiting environment and most importantly a fluid, professional system for easily getting the guest registered, greeted and handed off to a salesperson.
While first impressions are key, the judgment continues throughout the entire presentation. Salespeople, front desk personnel, trainers and the entire staff need to be cognizant of the fact there is a guest, and act accordingly. Of course, hopefully it’s not just an act — it’s the way you are all the time. Welcoming, approachable, professional and there to provide support anytime it’s needed.
The whole team should pitch in when an unexpected prospect drops in to help the salespersons chances. This can be as simple as saying hello, beating the tour to the locker room to make sure its tidy, to giving up their workspace should other areas be messy or busy. The prospect will notice how smooth the entire visit was and will hopefully feel very comfortable joining.
Frank Emanuel
Health Club Marketing Contributor
