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Why Clients Would Not Give a 5-star Google Review?
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In this second episode of the new series "Replicating the Stars in Your Pilates Instructor Team," host David Gunther explores reasons why clients may hesitate to provide a 5-star Google review for a clinical Pilates studio using the Pilates Can studio business as the example.
Together with Pilates Can’s other owner and Lead Instructor Claire Gunther, and Sales and Marketing Manager Tara Smith, they discuss real and hypothetical cases, emphasizing how feedback from clients can help improve services. Various scenarios, such as technological challenges and personal privacy concerns, are analyzed.
The episode also highlights the importance of setting client expectations and the collaborative process between instructors, the business, and clients. Lastly, it introduces next week's discussion on the benefits of a synergistic relationship between clients, instructors, and the business.
Tweetables
“It's a collaborative process. It's a partnership between our instructors, the business, and the clients to help them build that excellent Pilates exercise habit. That's something that we try to deal with right up front, but even that being the case, (false) expectations might still come through.”
David Gunther – Director Pilates Can / Pilates Business
Get the Full Show Notes
Want access to the full show notes, including links to all resources mentioned during today's episode? Visit https://www.pilatesbusiness.com.au/21
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Chapters
1. Introduction: Why Clients Hesitate to Give 5-Star Google Reviews (00:00:00)
2. Client Feedback Process and Its Benefits (00:00:29)
3. Common Reasons Clients Don't Leave Reviews (00:01:36)
4. Handling Hypothetical Negative Feedback (00:03:43)
5. Communication and Resolution Strategies (00:04:54)
6. Balancing Client Expectations and Studio Resources (00:05:48)
7. Claire's Secret and Episode Conclusion (00:07:20)
26 episodes
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