Smooth Sailing Consulting | Consultation agency

Smooth Sailing Consulting

Phone: +61 421 576 952

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24.01.2022 What do your customers and clients want? What excites them? If you don’t know specifically what it is about your business that keeps your customers coming back, you’re operating in the dark. What can you do to increase client engagement? 1 Share behind-the-scenes content. What do your staff members get up to in their spare time? Forget being salesy. Clients want personality, fun, warmth. How can you inject a bit of real-ness into your next social media interaction? ... 2 Do a pop up survey to see what they respond to or what it is they’re frustrated with (sometimes you’ve just got to ask!). 3 Focus on creating added value. The heart of brand loyalty is always value. Value is not about giving away free things or being the cheapest product. Instead, it is about giving customers what they want. (Unsure? Ask!) See more

24.01.2022 Did you know that getting a discount and using it before the deadline activates the rewards centre of the brain? It’s been proven that we humans become impulsive when faced with making an urgent decision. Next time you’re running sales or promotions, remind consumers of deadlines to create urgency. You can use the urgency tactic with your prospects by creating a limited time offer for membership if they purchase before their intro offer/trial expires or you can also you ...this tactic to increase visits, attend ALL 6 pilates sessions within your 14 day trial and receive a FREE water bottle SAVE this post so next time your analysing pricing and sales you can use this tactic Let’s take a look at your current pricing and sales process and make small improvements that will help your studio increase conversion. Book your consult using the link in my bio See more

22.01.2022 Personally reach out to those members (suspended & terminated) who weren’t quite ready to work out in studio after you re-opened. You still have the opportunity to welcome them back with open arms

20.01.2022 I can’t believe that in less than a couple of months I’ll have another little one on the scene! I started this business when this little guy (now almost 4) was born. I’m excited and nervous all at the same time about what life will look like balancing two kiddos and a business. I’ll need all the tips I can get, my fellow mama bosses I count my lucky stars that I met two amazing women, with similar passions and expertise as me, who are now a part of Smooth Saili...ng Consulting and have added so much more value to what we offer! Sarah and Cynara will be here while I take a short break to focus on my family and they’ve got you covered I can guarantee that! What’s on our menu ? Key Performance Indicators (KPIs) Pricing Sales Marketing Social Media Management MINDBODY Setup, Support & Training Marketing Suite aka Frederick Setup, Strategy & Content Creation Send us a DM or book a freebie using the link in our bio

16.01.2022 The Business Information screen in MBO is where you can update info about your studio, which can be seen by consumers in your MBO app listing You can also update your contact information, your logo tax rates etc. Things change! Maybe you’ve moved locations or added a second location, you added some new amenities, you got a branded app or you’ve changed an email address. This all needs to be updated in your Business Information screen so the consumer experience is B...elow are the top 8 business info settings we recommend checking/updating: 1 Business Location: check that your address and phone # is correct. 2 Business Location: update your amenities (this can be seen by consumers in the MBO app and can help you stand out compared to your competitors) 3 Business Location: update your location photos (these can also be seen by consumers in the MBO app) 4 Business Location: update your business description and include your intro offer in there. Update your location to include any major landmarks so consumers can find you easily. 5 Business Location: if you have a branded app, UNCHECK the ‘promote the app with my clients’ so that clients aren’t prompted to download the MBO consumer app. 6 Contact info: check your email address, make sure your business is listed, and check your website link. 7 Logos & colours: this is where you can add a new logo or edit consumer mode (online store) colours 8Client forms: this is new a brand spanking new feature! We haven’t promoted it yet because were waiting to ensure it’s working with no tech issues so we’ll keep you updated! See more

14.01.2022 Customer lifetime value (CLV) is the total revenue you might expect to generate from an individual client over the course of your relationship By taking a long-term approach and attracting your ideal client (rather than buying cheap clients through heavily discounted services), you are shifting your focus towards clients that will help grow your business in the longterm So how do we increase the average CLTV of our clients?... IMPRESS - Demonstrate outstanding service throughout the onboarding and welcoming process and deliver a service your clients will remember and talk about ENGAGE - Retarget clients with personalised promotions, smart upsells and loyalty rewards RETAIN - As quality of service persists, customers will become advocates for your business and demonstrate their loyalty by boosting your word of mouth referrals The stats speak for themselves! A 5% increase in retention produces a 25% increase in profit.* Acquiring a new customer is between 5x and 25x more expensive than retaining an existing customer.* The probability of converting an existing customer is between 60%-70%.* Existing customers spend 67% more on average than new customers.*

14.01.2022 6 tips to get more of your clients to invite their friends and create friendships within your studios community 50% of people are more likely to work out or attend a class with someone else, as opposed to doing it alone (mindbodyonline.com) Implement a strong referral program - this program needs to be something you promote often and you talk about often. The referral discount also needs to be significant enough for your clients to refer.... Create marketing material to support your referral program e.g. bring a friend cards, flyers around the studio, social media posts, and emails. Ask your new clients if they have a friend they’d like to bring and educate them on your referral program. Offer a promo on your introductory offer that includes a friend (two for one deal). Create a community that builds friendships within. Introduce clients to other clients and host social events. Implement a brand ambassador program so that your most loyal members promote your studio to their friends, family and followers. Working out with a friend not only makes the workout more fun, but it can build the accountability your clients needs to make it to class and not miss a workout! Better, together See more

10.01.2022 How you present your studio’s pricing options online can make or break a sale. We recommend navigating through your branded app, the MINDBODY app and your MINDBODY online store just like a consumer to improve the buying process. Here are 4 tips you can use to clean up your online pricing options to improve the buying process/experience:... Remove pricing options or service categories that shouldn’t be booked/sold online or that you don’t sell much of Make sure you have service notes/ descriptions (found in advanced settings for pricing options) for every single pricing option online. Make sure you have online descriptions for your memberships. Often, most clients we work with have nothing or very little in this section and it’s a huge opportunity for you to promote the benefits of your membership. Use numbers 1234 before your service categories to display these in the order you want them to be displayed on your online store, branded app, and MINDBODY app. You can use the ‘organise pricing’ feature to rearrange your pricing options in a specific order (intro offer, packs, casual) and use this same feature for your contracts/memberships (found on the contract settings screen). Please note this feature will only organise these options on retail business mode, online store consumer mode and branded web tools, NOT the apps. Don’t use fancy wording or names for your pricing options and memberships. Include in the pricing option name exactly what the client gets e.g. 10 Mat Pilates Sessions. Use the ‘words & phrases’ feature to change the wording in your consumer mode online store e.g. change ‘contracts’ to ‘memberships’ so your consumers know where to buy your memberships. Book a free consult and let’s do an analysis of your pricing strategy and clean up your MINDBODY software to increase sales at your studio. Booking link in bio See more

10.01.2022 You might be wondering if email is still a worthwhile marketing strategy. Don’t emails just annoy your clients? In fact, email generates $38 for every $1 spent, which is an astounding 3,800% ROI, making it one of the most effective marketing options available. Fun facts... Brands using an emoji in their email subject line had a higher open rate than those that did not. The most opened emails relate to hobbies, with an open rate of 27.35 percent. Hello fitness and wellness! 99% of consumers check their email every day. 35% of business professionals check email on a mobile device. See more

08.01.2022 Sarah has been taking advantage of Melbourne’s on-again, off-again lockdowns, using the past 5 months to trial virtual studios across Oz What’s the secret to a good virtual class? It’s all about minimising distractions and maximising connection 1. Encourage video use ... Encourage your clients to keep their videos on. Client connection comes naturally to us when we are in the studio. We greet our clients, get to know them and enjoy a bit of friendly banter. They have joined a virtual class for a reason. They want to spend time with YOU. Give them your social energy and make them feel loved 2. Work the room Treat your virtual class as you would an in-studio class. You wouldn’t spend an entire in-studio class demonstrating moves, without stopping to observe your clients and gauge the feeling in the room. Don’t be afraid to engage with the camera Cue the movement Demonstrate the movement Offer progressions and regressions (How are clients responding to the exercise? Do they look lost? Are you catering to your audience?) Offer encouragement. Repeat. Say hi to their cute dog Tell them how strong they’re looking. Have a giggle together when you cue the wrong leg Be real. Hot tip If budget allows, have one instructor cueing and encouraging and the other instructor spotlighted for demonstration. 3. Minimise distraction Keep the class short and sweet (30-45 min is ideal). Any longer and unwelcome distractions will beckon. You want the client to finish the class feeling accomplished. Ask your clients to leave their phone in another room, as they would if they were attending your studio. Film your classes in a room free of clutter and distractions, with good natural lighting. Wear your uniform. If you are using a microphone, test it in a variety of positions. Does your microphone become muffled while you’re in downward dog? Mute your clients when class begins and encourage them to play their own music. If you play music through your laptop, they won’t be able to hear your voice clearly. PM us with your questions, we are here to support you What’s made your virtual classes a success?

08.01.2022 Stories provide meaning, create context and evoke a sense of purpose. Most humans are more receptive to stories than to facts or data as stories help us relate, empathise and remember. - Sophie Thompson Share your story! Why did you open your studio in the first place? You can share this on social media, in a blog post and in your next newsletter. Your story will help you engage and win the loyalty and affection of your audience, build a reputation for transparency and authenticity, and improve your competitive advantage (set your studio apart from the rest).

04.01.2022 When was the last time you sat back and looked at your team’s performance on an individual level? Sometimes it can feel like good staff are impossible to find and even more impossible to keep. If you’ve got a superstar staff member, how are you going to hold onto them? If they aren’t a superstar yet, how are you going to help them get there? ... We recommend quarterly staff performance reviews, to keep your staff engaged and motivated. Engaged employees create a better brand through better customer service Superstar employees will attract more superstar employees (hello free job ads!) Staff are the backbone to any service business. If the service isn’t up-to-scratch, clients won’t return. Your reputation as an employer affects your word-of-mouth If you’d like some assistance fine-tuning your staff performance process, book in a FREE 25-min consult today Link in bio.

01.01.2022 Data tells you where to take action, rather than taking some random action that you hope will have an impact that you can’t measure. - Paul Bedford It is so important to extract valuable data from your MINDBODY software and put the data to use instead of making business decisions based on feelings. To make it easier for you to use and understand the data and to make a positive impact at your studio - we compile the VID (very important data) into Key Performance Indicato...rs. Do you run Key Performance Indicators for your studio? KPI’s allow you to look backwards to determine that the decisions you made in the past have been successful and what areas to focus on improving to ensure your studio survives and thrives. Book in for your consult and let’s run some of these valuable reports and analyse your KPIs together Link in bio. See more