Giving Clients Bananas
Strange-ish question but have you ever thought about how intangible our service is? From your client’s perspective? That our clients spend $50- $350 at a hairdresser or clothing store and walk out with a new haircut or outfit to show for it, but they spend the same amount with us and walk out with nothing?
Well not nothing, but you know what I mean, that’s how some clients view it.
As we know lots of people feel great after sessions with us and feeling great is certainly ‘something’, but lots of time they won’t (think DOMS, fatigue, hot, sweaty, exhausted and all the other stuff we love, but our clients don’t, as well as them having to sacrifice time away from family, friends, work to be with us, working out) and sometimes their great feelings are very dependent on getting results in a more visual and tangible way, say weight loss, or being able to complete a marathon, which may be a long way off?
So, is there any benefit to having our clients walk out with something more tangible, after their sessions with us and if yes, what the heck could it be?
I reckon there are benefits to having people walk out with a physical goodies.
Physical objects can serve as an ‘anchor’ or reminder of their efforts and the journey they are on; as a pat on the back for putting in the hard yards; as a thank you for using us in that process; and as something to talk about with others. That’s all stuff that goes into making up the jigsaw of our client’s success because it’s all part of what makes an environment motivational. Yes, we could verbally praise, congratulate and remind people and we should, but giving something tangible to them is not to the exclusion of verbal praise, it’s adding in those extra benefits from being able to touch and hold something, show and share. Benefits I’m not sure they are always even consciously aware of.
What could those goodies be?
In terms of what those tangible goodies could be, I don’t think they need to be big or costly to reap these benefits but they should be useful and relevant to the experience someone has just had with us or the health and fitness journey they are on. These are not things from the $2 shop that are going to be thrown away.
After a PT session it might be something as small as a piece of fruit, or a recipe. After your monthly workshop it could be a helpful handout, or a drink bottle, or a pen. Maybe after every 30 sessions or classes it’s something a little ‘bigger’. A branded t-shirt or hat.
Tangible gift goodies can even include ‘share’ items, which we give to clients and have them bring back after a week or a month, whether that’s a book, a magazine or a piece of fitness equipment.
It could even be as simple as a recommendation of an app or a documentary, scribbled down by you on the back of an inspirational picture, or even a temporary tattoo on their arm (yes, I’ve been known to do that to clients).
The general theme here is it’s something they can touch and which you need to be okay with them losing, breaking or never returning and my vote is that it doesn’t carry an extra responsibility with it like ‘homework’. Homework is fine, but the focus here is that it’s a gift.
And that it happens every session. Or at least a lot of sessions. I know, you’re suddenly thinking that’s impossible and too much work but it’s not. Sit down for half an hour, write a list then put together your basket of stuff, with goodies ready to go and that’s it. You’re done and dusted.
The bonus with all this gift giving, apart from being motivational, is it also gives us and excuse to get useful stuff into the hands of our clients and gets us thinking more about what those useful things could be.
Write a gift list of 10 or more things that you use, or will use, that I can share with the world before August 30, 2021 and I’ll send you a link to a free Kindle copy of my Workshop Guide – Part 3. Email me firstname.lastname@example.org.