Putting It Into Practice

Here are a couple situations where you can provide excellent customer service, build lasting relationships with your customers, and help your business grow.

The First-Time Customer

Scenario: A first-time customer comes into your store. They ask about your supplements with the initial thought of buying whey protein because they “want to build muscle and get toned.”

Action: After hearing what your new customer’s goals are, you tell them that you’ve got a pretty good idea of what products might work for them, but in order to be sure, you offer them a free body composition test, just as a thank you for walking in. You can mention to them that you usually charge a fee for this service, but for first-timers, you give it to them on the house thanking them for considering your store for their supplement needs. You test them, and you see their results look like this:

From this graph, you notice that this customer is underdeveloped in Weight, Skeletal Muscle, and Body Fat. You can make the recommendation that because this person’s Fat Mass is already low, they just need to focus on gaining weight and muscle. You can recommend that in addition to whey protein, they also get a weight-gaining product to increase their calorie intake to ensure they have the nutrients to perform during their workouts.

Results: A first-time customer walked into your store thinking that they were only coming in for whey protein, and walks out with a body composition test, whey protein, and weight gainer. Not only that, they walked out feeling like they made the right choice because you took the time to get to know them and offered them exactly what they needed to hit their goals.

They walk away happy because they feel like they just unexpectedly got great customer service, and you’re happy because you just potentially doubled your sale from what you would have sold before, AND you ensured that that customer will be a repeat customer.

The Weekly Weight Challenge

Scenario: In order to build traffic to your store, you create and advertise a fat loss challenge with weekly weigh-ins to track progress. The challenge can go for as long as you like, and the winner gets a remarkable prize package.

Action: You advertise to your customers that you’re going to be holding a fat loss challenge: whoever can lose the most pounds of fat in 8 weeks wins a big gift prize package. You charge a small entry fee for each participant that will cover a free body composition analysis – one a week, at each weigh-in – during the competition.

Every time one of your customers comes in for a weekly weigh-in, you can comment on their progress and offer recommendations that might help them win the contest. Let’s say one of your customers comes in on the second week of the competition, and their body composition results look like this:

Imagine this person lost half a pound of fat over 2 weeks. You tell them you think they can do better if they make a couple changes in their diet. You recommend that they introduce a fat-burning supplement to help them stay focused and increase their metabolism. 6 weeks later, that person you helped wins the contest.

Results: By holding a fat loss contest and charging a small fee to participate, you’re guaranteeing traffic coming into your shop every week. They’ll want that free body composition test, and they’ll want to know if they’re on the track path to win.

Every time someone from your contest comes in, you’re creating another opportunity to offer exceptional customer service by analyzing their results. When you analyze their results and make recommendations, you’re creating new opportunities to potentially sell more products.

But selling products will just be an extra bonus. What you’re gaining is something even more valuable – a reputation of expertise and customer service. Your customers have friends, and they talk to them. By offering fun, exciting, and educational that they can only get from your store, you’re creating more traffic for yourself, increasing your revenue and growing your business.