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23 Ways to Provide an All-Star Client Experience

facility management app

Creating an all-star experience for clients and athletes is not just a goal but a necessity for sports business owners striving to excel in a competitive market. Whether it’s a large sports club, training academy, or recreational team, the success of any sports business hinges on its ability to create an environment where clients and athletes feel valued, supported, and inspired to achieve their goals.

In this era of heightened competition, those who prioritize the all-star client experience not only stand out but also cultivate lasting relationships with their clients. Let’s delve into 23 strategies and practices that can elevate your sports business to all-star status.

1. Ensure that every person who walks through your door is greeted with a smile

First impressions are very important – they set the tone for the entire customer experience. Ensuring that each client who walks into your establishment is greeted and provided with what they need gives you a competitive advantage.

You know how awkward it can feel if you walk into a business and the front desk staff doesn’t speak to you or isn’t even there. Instead, a warm greeting will help clients (especially new clients) feel welcome in your space, starting their experience on the right foot.

2. Write personalized notes for new clients

Writing a handwritten or digital note for new clients is a great way to treat them like the all-stars they are. Let them know that you are happy they tried out your business, and that you hope to see them again soon. This is another great way to make new clients feel welcome in your space.

3. Say thank you

Life is busy, and your clients are choosing to spend their time and money on your business. Make sure to thank your clients every chance you get for that. This is a tremendous way to show them that they are all-stars.

4. Highlight athlete wins on social media

Everyone likes to be recognized for their hard work. Utilize your social media to create a community of athletes and reach new clients. Post your clients on social media when they reach a goal, break a record, or show a great attitude.

5. Support athletes outside of the facility

If you run a sports training business, you can support your athletes by attending their school or club games. If you have athletes who go on to play collegiately, you can keep up with their games, show your support, and continue to be their cheerleaders. This shows your athletes that they matter to you – whether or not they are training with you.

6. Prioritize Flexibility

Embracing flexibility is key to providing an all-star experience for your clients. Life is unpredictable, and when unforeseen circumstances arise that require your clients to reschedule their appointments, showing a willingness to accommodate their needs can make all the difference. Strive to adjust and reorganize schedules to meet their requests. Employing a team that is adaptable and understanding shows a commitment to client satisfaction. While it’s understood that accommodating every request is not always feasible, demonstrating an effort to be as flexible as possible reinforces the message that your clients are valued and their needs are a top priority.

7. Customize each training program

Each athlete and client is different, and each training program should reflect that. Customizing programs differently for each client shows that you go the extra mile to differentiate from your competitors.

8. Hire staff members who reflect your values

You may not have the time to get to know every single client on a personal level. Hiring staff who are committed to your vision will help you reach your goals. If your staff is committed to your goals, they will go the extra mile to give clients an all-star experience.

9. Keep in touch with your clients

Keep in touch with your clients, whether you see them every week or haven’t seen them in years. Maintaining relationships with clients shows that you care about them. And, they may decide to come back later or refer a friend to your business.

10. Set client goals and stick to them

Of course, you know that setting goals for your clients is important. However, sticking to and evaluating them sometimes falls through. When setting goals, make sure to have a measurable outcome with an amount of time you have to reach said goal. When a client can visualize a goal and see their progress, it makes the hard work worth it. If they don’t reach their goal, that is an opportunity to make a change to their plan. As they reach their goals, they will see themselves as an all-star too!

11. Emotionally connect

One way to connect with your clients on a personal level is to remember a few details about their personal life and ask about it when you see them. It is very meaningful when someone remembers a small detail you told them, despite the many conversations they have everyday. Your clients know that you’re busy and you are an inspiration to lots of people, so it is significant when you show that you care about them.

12. Send birthday cards

Sending birthday cards to your clients is a wonderful gesture that personalizes their experience with your business. It’s a simple yet impactful way to show clients they are more than just a number to you; they’re valued members of your community. Recognizing their special day not only strengthens your relationship but also reinforces their significance to your team. Whether it’s a traditional card or a digital greeting, this thoughtful act of kindness demonstrates your commitment to celebrating personal milestones alongside them.

13. Engage with parents

If you run a youth sports business, your athlete’s parents are the ones paying for their programs, driving them to training, and supporting them. A great way to build relationships with your clients is to engage with and thank their parents for all they do. Not only do your youth athletes deserve to be treated like all-stars, their parents do too.

14. Cultivate a client community

Creating a sense of community among your clients is a powerful way to enhance their overall experience. Organize events, competitions, or group training sessions that encourage interaction and camaraderie. These activities not only foster a supportive environment but also motivate clients by surrounding them with like-minded individuals who share their goals and passions. Building this type of community within your business can lead to lasting friendships among clients, increased motivation, and a stronger allegiance to your brand, as clients feel they are part of something larger than their individual goals.

15. Administer cleanliness and safety

Ensuring your facility is not only clean but also safe is paramount. A clean environment shows your clients you respect their health and well-being, making them feel secure and focused on their training. Implementing cleaning schedules and safety protocols demonstrates your commitment to an all-star client experience.

16. Ask for feedback

Engaging with your clients by asking for their feedback is crucial. It shows that you value their opinions and are committed to continuous improvement. Utilize surveys, suggestion boxes, and direct conversations to gather insights, and actively make changes based on their responses to enhance their experience.

17. Streamline processes

Make registration, scheduling, and payment processes as smooth and hassle-free as possible. Utilizing a sports management software like Upper Hand to streamline these operations can significantly improve client experience, reducing frustration and allowing more time for what matters most – their goals and progress.

18. Offer member-exclusive discounts

A great way to make your clients feel like stars is to provide discounts on training and merch, and offer events exclusively for members. This not only adds value to their membership but also encourages them to take advantage of your training, enhancing your relationship with your clients. Upper Hand’s client management software for coaches offers great ways to reward your loyal members!

19. Introduce Auto-Recurring Memberships

Auto-recurring memberships simplify the renewal process for clients and provide a steady revenue stream for your business. Ensure clients are clearly informed about the terms and benefits, making it an attractive and convenient option for continuous engagement. Upper Hand’s membership management software allows you to make your memberships auto-recurring.

20. Communicate well

Clear, concise, and effective communication is the key to avoiding misunderstandings and building trust. It is important to communicate with clients, parents, and staff and always make sure that the communication can go both ways. Be open to feedback and opinions! Whether it’s through newsletters, social media, or face-to-face interactions, make sure your messages are timely, relevant, and reflective of your brand’s voice.

21. Listen to and solve problems

When issues arise, listen attentively to your clients’ concerns, take responsibility, and work towards a swift resolution. Demonstrating accountability and willingness to rectify mistakes builds trust and shows clients they are valued. A great leader jumps on any opportunity to create a better experience for their clients- whether it’s stocking toilet paper in the bathroom, helping a staff member get a client checked in, or providing a discount for someone who had a poor experience, being ready to solve any problem shows clients that they are all-stars to you.

22. Send reminders

Life gets busy, and clients appreciate reminders about their upcoming sessions, events, or renewals. Personalized reminders not only help reduce no-shows but also enhance the client experience by demonstrating your attentiveness and organizational skills. Utilize Upper Hand’s marketing and contact management tools to send automated reminders to clients!

23. Collect data

Gather data on client preferences, attendance, and feedback to inform your business strategies and tailor your services to meet their needs better. This data-driven approach enables you to make informed decisions that can significantly improve client satisfaction and retention. Upper Hand AI is a great tool to collect data while you focus on training athletes.

Incorporating these strategies into your business model can dramatically enhance the client experience, setting your sports business apart as a leader in providing an all-star service. By focusing on these aspects, you’re not just meeting expectations; you’re exceeding them, fostering loyalty, and building a community of clients who feel valued, supported, and motivated to achieve their best.


Read more about how you can utilize software to manage your sports business!

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