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Customers Talk!

Type:

Studio Owner Article

Category:

Improve Staff and Customer Communication

Below is an example of what the researchers found.

For instance the number 3 reflects the number of people an individual will talk to regarding your business if you do a good job. As you can see the higher numbers tend to reflect more dissatisfaction.

3. If you do a good job and they are happy 10 If you do a great job and they are thrilled 22 If you do a bad job and they are not happy 50 If you get into an argument!

The question is, how are your customers talking about you? So there you have it. As you may already know, people love to let the whole world know when there is something bad to tell. Every business has one or two customers that drive everyone crazy. They are the ones who are never happy and end up being a tremendous drain on you and your staff. You may want to consider having a one on one meeting with these customers to try to find out what is really making them so difficult to please. You may find that they are just not suited to your studio and that their expectations are totally different to yours. If you feel that they will continue to be unhappy you might find that the best course of action is to offer them a full refund. There does not need to be any hard feelings. It is just simply a better idea to give people the option to move on if they are obviously not behind you and your program. We have been placed in this predicament a few times and have found that some people will take the refund and move on and others will feel much better about everything and continue to stay at our studio. They appreciate the fact that we took the time to find out what the issues were and offered options. Most people just want to be heard and recognized.

We believe in great customer service which is very different from letting them run all over you. So how can we get them to talk more about all the good we do? Recognize that if you interact daily with your customers it will make them feel more loyalty to you and your program and will result in them talking about you in positive and creative ways. Sometimes it just takes a willingness to step out of your comfort zone and get to know your customers likes and dislikes. You will find it is worth its weight in gold!

What types of changes can you make in your business to make it more attractive to your clients? It could be as simple as how you answer the phone. Is it the same old stale reply that has more of a why are you bothering me tone to it? Give your front desk staff a new and fun script to read.

Try this, Thank you for calling (Add your studio name here) we are having a great day here, how can we make your day great too! Do you have any welcome signs at your studio? If not, buy a welcome mat, Make a welcome sign and put a sign on the door on the way out that says Thanks for coming! I can assure you that people are not used to people being happy and friendly especially when they go into a business. I know that seems strange but think for a moment the last time that you were really WOWED by a business that you frequent. If you create a fun atmosphere it is infectious (for you, your staff and customers!) and will get people talking. You will need to get your staff to buy into it. Make it enjoyable, almost like a game and most of them will be happy to follow. If not, find people who will! Have the faculty do some creative unannounced events in their classes. Do a fun dance game like musical chairs or blindfold dance moves or pull a name from a hat and give that student a special inexpensive gift. Just think outside the box. The customers are expecting good classes, with good teaching and a safe environment. That is a given. If you want to stand out in the crowd do something more! It doesn’t have to cost very much but it will certainly make it memorable and have them coming back for more. Memorable stories (good or bad) about the things you do are retold from your customers to potential customers. What kinds of stories are being told about you?

 

Author

Steve Sirico

Steve Sirico

Originally from Norwalk, Ct, Steve excelled in track and football. He attended the University of Tennessee at Martin on a sports scholarship. Deciding to switch and make his career in the world of dance, he studied initially with Mikki Williams and then in New York with Charles Kelley and Frank Hatchett. He has appeared in a number of theatre productions such as Damn Yankees, Guys and Dolls and Mame in New York and around the country and in industrials and television shows. He was contracted to appear as the lead dancer in the Valerie Peters Special a television show filmed in Tampa, Florida. After meeting Angela DValda during the filming they formed the Adagio act of DValda & Sirico appearing in theatres, clubs and on television shows such as David Letterman, Star Search and the Jerry Lewis Telethon. In 1982 they were contracted to Europe and appeared in a variety of shows in Spain, Portugal, Sweden, Finland, Switzerland and Italy before going to London, England where they appeared as Guest Artists for Wayne Sleep (formerly of the Royal Ballet) in his show Dash at the Dominium Theatre. Steve is Co-Director of the very successful D'Valda and Sirico Dance and Music Center in Fairfield, CT for the past thirty years. His students have gone on to very successful careers in dance, music and theater. Author of his Jazz Dance syllabus and co-author of a Partner syllabus both of which are used for teacher training by Dance Educators of America, He has also co-authored two books one for dance teachers and one for studio owners in the "It's Your Turn" Book series. Steve is co-founder of Dance Teacher Web the number one online resource for dance teachers and studio owners worldwide. He is available for master classes, private business consulting and teacher training development

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