Train your staff!!!
Posted on Jul 4 2012 at 01:24:58 AM in Education
There is only one thing worse than training your staff and they leave ... that is NOT training them and they stay.
You have probably heard this before. Well here is a dramatic example (and an offer) of how important it is.
Damien Martin of Southern Cross Martial Arts on the Eastern seaboard of Australia, is doing some business coaching with me. As part of my normal questioning, I found that his enquiry to join rate was ... well, not good. In June, he recorded 34 enquiries, 14 intros and 5 joined. This is a 15% join rate and any coach that knows his stuff will realise this has to be fixed before anything alse happens.
That is exactly what we did. Damien had his staff member watch a video presentation (see this site for purchase details) that provides training on how to answer a phone enquiry and assure an 80% appointment rate. I talked to him briefly about how to focus on the needs of the incoming new member in the phone call, the intro session and the extension conference. Pretty easy stuff.
I called him a week later to ask how it had gone. After the brief staff training session (the video training session only lasts about 15 minutes) the results were amazing.
Over a five day period, 4 phone enquiries for 5 joined. Over a 100% join rate. That is a little bit different to a 15% join rate.
Now imagine this over a month. Now imagine it over a year.
Just this one change can turn a business around.
By the way, 5 joined from 4 enquiries is no accident. It is the result of a simple question asked during the phone call. If you are interested, just hit the subscribe button (top right hand side of this website) and I will tell you. You will kick yourself when you see how simple it is.
Oh, and the phone enquiry product for sale is only $29 and it is yours to use forever with as many staff as you like. Hit the "Products" tab at the top of the page for more info.