As a consumer, we want to have a great experience. You know… the type of experience that keeps you coming back and the one that makes you tell others about your experience.

Guess what? Your clients want that same experience, too, although most health coaches don’t pay attention to the one crucial element that creates that experience – customer service.

Let’s explore how to use customer experience to build your coaching business.

Customer service is about delivering the level of service that your clients expected or better yet…beyond what they expected to create an experience.

But, service is in the eye of the beholder. The client determines the level of service, not you!

While you may think you are providing a great service and creating a great experience, it is your client that will determine if you are!

Clients are looking for value-added service, which is the service from the clients’ point of view that “goes above and beyond their expectations.” It is the service for which clients will pay more for because they perceive they are receiving “more.”

As a coach and business owner, you need to identify the “threshold experience” you want to portray and then measure it. This is the experience when a new person first enters your office. It is what that little voice inside their head is saying to themselves like…

“Wow! Would you look at this! This is so nice. I feel like I am going to have a real healing experience here. They have thought of everything!”

OR

“I feel safe. It looks like they have really put some thought into this place. I am looking forward to working with the coach.”

If you’re working from home, coaching clients online, you want to ensure your space is just as inviting as it would appear if you saw your clients in person.

Use these tips to create a memorable customer service experience with your clients.

4 WAYS TO CREATE A POSITIVE CLIENT EXPERIENCE 

1. HAVE A POSITIVE MENTAL ATTITUDE.

First impressions are important, and clients want to work with coaches who have a cheerful disposition and positive attitude. A positive attitude is valued as the most valuable character trait and is especially critical for health coaches.

2. BE RESPECTFUL.

Clients deserve to be treated with respect, even if they’re difficult to work with or upset. Rudeness is one of the fastest ways to lose a client for life. Even if you don’t agree with your client’s beliefs or choices, your job is to seek to understand them, show empathy, and support them through their journey.

3. BE PROACTIVE.

This involves being able to resolve client issues before they become a problem. Be inventive and show initiative when solving client complaints.

4. BE DEPENDABLE.

When you make a commitment to a client, always deliver more service than you promised. You don’t just want client satisfaction, you want client EXCITEMENT and LOYALTY! Loyal clients will leave your office shouting, “If you don’t go to this person for health coaching, you’re crazy! He/she is the best health coach in the world. Just ask me!”

TO WRAP IT UP

Most importantly you want to match your services with those of the expectations of your clients. If they drive a Mercedes, then you need to offer your clients a “Mercedes” type of service. This is where psychographics comes into play!

Psychographics identifies the following for a specific client: style preferences, values, attitudes, belief systems, social activities, political views, health views, stores shopped at, and types of entertainment they enjoy.

This information can be used to help identify where to locate your business, what to offer in terms of products and services, and what business hours you should have. Know the socio-economic background of your clients and plan accordingly.

Be vigilant in all that you do to ensure a SUPERIOR customer service experience for your clients. Focus on the experience of it all.

Think outside the box. Break all of the rules! Go beyond what others are doing to create the best experience possible for your clients and they will be talking about you all over town!

Looking for more tips? Check out these 3 Reasons To Host Group Health Coaching Sessions!