As a fitness business owner I’m sure that you are aware of the power of customer reviews. In 2023 they are no longer optional, they are table-stakes.
Reputation marketing has become essential for growing your business, and positive customer reviews are the driving force behind it. Unfortunately, you can’t just sit around and wait on your satisfied clients to write reviews without being prompted. You have to have a plan to effectively encourage your clients to leave those glowing 5-star reviews that show just how great your fitness business really is.
The Importance of Reputation Marketing
Why should you care about reputation marketing?
It’s a consumer’s world in today’s digital age. That means your business’s online reputation matters more than ever. People are more likely to trust what other customers say about a business than what you say about your business in your marketing message. In fact, a staggering 98% of consumers read online reviews before visiting a business, and 88% of them trust those reviews as much as personal recommendations.
Positive customer reviews help you:
- Boost your online visibility
- Improve your search engine ranking
- Attract new clients
- Increase customer loyalty
- Enhance your brand image
So how do you go about getting those highly sought-after positive reviews for your gym?
The Role of Online Directories and Review Platforms
The first step is creating or claiming your business listings on popular online directories and review platforms such as Google Business Profiles, Yelp, and Facebook. (Start with your Google Business Profile.) These platforms increase your online visibility and make it easier for clients to find and review your fitness business.
Encouraging Customer Reviews
Make it easy for clients to leave reviews
The first step is to make it simple for your clients to share their experiences with your fitness business.
You can do that by including direct links to your review pages on your website, social media profiles, and in your email newsletter. You can also add QR codes to printed materials that you post in your gym or create in-app prompts for virtual clients who use your fitness app.
Ask for customer reviews
Sometimes, all it takes is a simple request for an online review. After a successful class or personal training session, don’t hesitate to ask your satisfied clients to leave a review. Explain how it helps your business and how much you appreciate their feedback. You can also send follow-up emails or text messages, thanking them for their business and kindly asking for a review.
Here are a few detailed ideas.
Offer incentives
Reward your clients for taking the time to leave a review with special offers or discounts.
Keep in mind that you should never pay for or incentivize positive reviews specifically. Instead, offer incentives for any honest feedback, regardless of whether it’s positive or negative.
Remember, you’re rewarding them for taking the time to leave you a review – not just to say something positive.
Respond to customer reviews
Engage with your customers by responding to their reviews, both positive and negative. Thank them for their feedback and show that you’re committed to improving your services.
All reviews – both negative and positive – should be responded to promptly. Set a regular cadence of replying to all reviews a couple of times a week at least.
Share your positive reviews on social media
Showcase the excellent reviews you receive by sharing them on your social media channels. This not only highlights the positive experiences of your clients but also reminds others to leave their own reviews.
Utilize Customer Testimonials
Another powerful way to showcase positive customer feedback is through testimonials. Collect and display testimonials on your website and marketing materials to highlight the benefits and value your fitness business offers.
Remember to ask for permission from your clients before sharing their testimonials publicly.
Monitor and Manage Your Online Reputation
Stay on top of your online reputation by regularly monitoring and managing reviews, comments, and mentions of your fitness business across the web. Use tools like Google Alerts or specialized reputation management software to stay informed about what people are saying about your business. This will allow you to address any issues or negative feedback promptly and effectively.
Embrace Negative Reviews as an Opportunity
While positive reviews are the ultimate goal, don’t shy away from negative feedback. Instead, see it as an opportunity to learn, improve, and showcase your commitment to customer satisfaction.
Address negative reviews professionally, apologize when necessary, and offer solutions to rectify the situation. Try not to take negative reviews personally.
This is a premium opportunity to demonstrate to both current and potential clients that you genuinely care about their experiences. Remember, more than just the reviewer are going to see how you handle the situation.
Reputation marketing is already playing a crucial role in growing your fitness business.
If you create a system to encourage and manage customer reviews, you will attract new clients, increase customer loyalty, elevate your brand image and ultimately grow your fitness business.
Keep in mind that genuine, authentic reviews are what truly resonate with potential clients. So, focus on delivering outstanding services and experiences that will naturally lead to positive reviews.
Want more information on how to improve your Online Presence? Check out our How To Improve My Online Presence: A Gym Owner’s Guide.
