Ep. 14 - Employees & Customer Relationships: Key Components to Delivering a Customer-Centric Experience - with Lee Sommers

Strategic Momentum

Lee Sommers is the owner of Purpose Personal Fitness, a leading athletic training and consulting services company. He’s been involved in the fitness industry for almost 20 years and has worked with athletes of all levels, including Olympic champion Katie Ledecky. He has seen the industry evolve over that time with a primary focus on profit over people, which Lee believes is a mistake, in the long term.

In the fitness industry, Lee believes that you need to be customer-service oriented to deliver an optimal experience; in other words, be customer-centric. And he’s not the only one: as we discussed with Mike Renner back in Episode 8, customers have more influence than ever in today’s digitally focused environment.

So it’s critical to keep a pulse on what your customers need because, obviously, you can't stay in business if you're not turning a profit – and “a service mentality is what really feeds profit.”

Resources:

• Connect with Lee: Instagram | LeeSommersPT (at) gmail (dot) com
• “How Much Does Employee Turnover Really Cost?”

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