CrossFit and Customer Service

CrossFit and Customer Service

Estimated Reading Time: 3 1/2 minutes

I have planned on hiring a personal trainer to help me reach my fitness goals for at least the past three years. Maybe longer. I never did it though. This year, however, is different. One of my major non-business-related goals is to get into the best physical shape of my life, so I signed up for a Cross Fit Challenge. Today was day 2 and it was extremely tough for me. 

I have worked out on and off with moderate consistency for years. Sometimes I would go for a few months without hitting the gym but I’ve never been inactive. I’ve always been fit but I’ve never really been as strong, tone and muscular as I’d like to be. This Cross Fit Challenge I know is going to jump start my body into achieving my desired fitness.

So, what does Cross Fit have to do with customer service?

1. Out of the comfort zone-Whenever a new customer comes into your place of business or signs up for your service or orders your product for the first time, they are treading new water. They don’t have a history with you. They have expectations, but they don’t really know what to expect. So, be kind to them. Just like the trainers did with us on our first day of Cross Fit. They didn’t baby us but they didn’t expect us to know everything. They told us what to expect. They told us it’s going to be hard. They told us what will be required for us to achieve our desired results. Realize that every new customer you have is out of their comfort zone when they step foot into your place of business. Set them at ease and make it a great experience for them.

2. Give encouragement to your customers– When we were doing these very simple exercises, like pull-ups (okay, simple-yes, but not easy-as not everyone can do them), and push-ups and others in a timed sequence, the trainers corrected us when our form was incorrect. But they also encouraged us when we were running out of steam or feeling the pain. “You got this.” “Keep going.” “One more, you can do it.” Especially if you are in the consulting, training or coaching industry, your clients look to you for encouragement that they can-with your support, and assistance achieve the results that they hired you to help them achieve.

3. Believe in their success-Do you merely want to sell your product or service to your customers or are you wanting to have a long-term relationship with them? The only way you will have the latter is if you actually believe in their success and communicate that to them. Our Cross Fit trainer has a consultation with each potential applicant to determine if Cross Fit is right for them. He could easily just have people sign up and pay and wish them good luck. Instead he pre-screens each applicant to see if they qualify to do the program. Do you pre-screen your prospects? If so, do you let them know that you believe in their success? 

4. Paint the Picture-One great way to communicate that you believe in your client’s success is to paint the picture of what is possible. Show case studies or testimonials of previous clients who have achieved great results. Just as in my meeting with my Cross Fit trainer, Brendan, he confirmed my vision of what I would like to accomplish in my fitness-that it is possible. What results do you help your clients achieve? You can do the same for your clients by being both their coach and their cheerleader as well.

5. Track your/their Progress-In any goal it is absolutely vital to keep track of how you are moving toward your goal. This does a few things. First, it shows you your starting point. That may not be very encouraging on Day 1 or Day 2 or even Day 15. But slowly as you make incremental steps towards your target, your confidence will grow as you look back at where you first began.

Tracking your progress also helps keep you focused. If you are doing exercises, if you have to count your repetitions then your mind will not be filled with other thoughts as much, like, “I can’t do this. This is too hard. I’m gonna die.”

Keep your mind on your small wins and remember that what you set your mind to-you can accomplish, regardless of how seemingly difficult. Pain is temporary. Discomfort is temporary. Your results and future self will thank you for it. 

This applies to your clients as well, if they have signed up for a particular program with you, remind them that they’re not going to see massive results overnight. 

I help businesses by providing 5 Star Customer Service Training for their entire team, staff and management alike. Oftentimes I will be hired to do one or two training sessions for my clients because they want to see what the result will be. That’s fine but certainly not ideal. 

If you don’t provide regular, consistent training for your team, whatever business you are in, you can’t expect to have magical results from one or two training sessions. Five Star Service doesn't come from one star action. One or two sessions will get your team thinking differently and they may take action on a couple things you’ve taught them. However, for lasting change to happen you need to have an ongoing professional training program with someone who can help you achieve your organization’s goals and vision. 

Today on Day 2 of my CrossFit Challenge I was in so much pain and discomfort but when it was over and I pushed through I was elated that I’ve begun this journey. But it was HARD!

So, how about you? If you own or manage a business, are you doing the same thing you’ve always done in the same way you’ve always done it and just hoping or believing that things will be different in 2018 just because it’s a New Year? I can guarantee you they won’t be different unless you do something different. I encourage and challenge you to get out of your comfort zone and make a decision to take massive action. Isn't it time you gave your company's customer service a Crossfit Challenge? You, your business, and your customers will be glad you did.