I recently needed someone to come out and repair our oven. So, I made three phone calls to different service providers to get quotes. All three were referred to us. Of the three I called, only one answered their phone. And the other two never called me back.
Just think how much that misstep cost them. Not only will I never use them, but I will never refer them. The one provider who answered their phone was kind, attentive and able to send a technician that same day. Now that’s good business.
I needed something right then, and only one was able to deliver. They got the business.
When someone reaches out to you to inquire about your gym, they are ready in that moment to make a decision. That decision may have been brewing for weeks, months or even years, but they finally reached a breaking point and decided they needed your help.
It’s a moment of vulnerability. A moment of need. And they are hoping you will show up.
Here’s what I’ve found. Many gym owners are so busy they don’t realize how important it is to pick up the phone when someone calls, or answer an email when someone reaches out.
The bottom line is this costs you every time you fail to respond or respond too slowly.
And the reason? They will move on because they want/need an answer. They admitted they need help, and the longer the time it takes to hear back from you, the less your chance of getting their business. Because more than likely they have a few options. The one that reaches back typically gets the business.
You say you want to add members. Are your actions backing up your words? A person calling your organization is a self-qualified lead. A fish on the hook.
If you want to grow, answering your phone and responding quickly to emails should absolutely be priority No. 1. No exceptions.