Integrated Client Support System (ICSS)

Integrated Client Support System (ICSS)

Keeping the Client Coached
As is always the case with projects it is not the direct contact that is important to the client it is the work that is done outside training sessions.

Sphere have the Integrated Client Support System (ICSS) ; a series of tools designed to keep in constant contact with the client to help, motivate, inspire, nudge in the right direction, remind and announce any news that may be important to them.

It is a vital cog in the Sphere experience. It consists of a) Aweber b) Sendoutcards c) Client Database d) The Inner Circle (Ning.com) e) Welcome Pack / Training Diary

All of this can be completed in one sitting.

It may seem a boring task but this is crucial to really help the client’s understand that they are part of an educational experience. Habits and development towards optimal health WILL need some degree of education, follow up and support and this is the best method of doing this.

What you will need

-You will need a completed ‘Membership Application Form’ to hand

-Computer with internet access

-All Log in and Passwords

-All documents to send as an attachment

Aweber

Why is this important?

It was identified a while ago that a lot of coaching client seemingly drift from our services. To increase the number of clients retained it is crucial that we have a system of keeping in touch. Aweber allows us to do this y sending friendly emails of support, tips and tricks to help them with their goals. You can send either a string of automated messages or a one-off broadcast.

Log into Aweber

Pick the list that you want to insert the client details into

There are many lists each with different marketing/coaching messages

INSERT THE CORRECT PERSON TO THE APPROPRIATE LIST.

List Name / Purpose
Fliers / All leads who have subscribed via any of our leaflet drops in the locality
Healthcampcoach / All clients who are members of the healthcamp – they will receive a daily email of support /coaching when on this list
Healthcamp / Leads who have expressed an interest in the camp
Sfitnessstudio / The main fitness studio mailing list
Sbootcamp / Same as list 3
Smembercoach / All Gold Clients go onto this list
Srehabcoaching / All Rehab Clients go onto this list
Svideo / All clients who have come via the web pages that we have

Go to ‘subscribers’ and click on ‘add’

Insert the member’s first name and email address. Click on ‘Add Subscriber’. Done!

The client will no receive automated emails to keep in contact with us.

Bulk Import (for YHC for example)

At the start of each camp there will be a list of new clients who need to be placed into their respective mailing lists so that they receive daily tips and tools via email. In the list ‘Healthcampcoach’ there around, as of the last count, 40 emails in sequence. This way we can automate our communications with them.

As there are a lot of members of the camp to do all at once perform the bulk import function to save time with this.

1. Gather the list of names (firstname) and email address. This will be emailed to you from the camp co-ordinator
2. Open up Aweber as above and go to subscribers and import

1. Use the Import Function which will open up a screen for you to import many names and email addresses.
2. What I then do is copy and paste the email addresses and names into the yellow section adding in the ‘+’ delimiter to separate the two.

1. The Delimter has to be changed from ‘TAB’ to ‘+’ here:

1. Once this has been done and you are happy with the import (i.e. no duplicates or correct names for the input) then click next having told the system why you are inputting the email addresses. If you DON’T do this then the system will reject the input and think you are a SPAMMER . Go to the text box and enter this

1. Here you need to change the drop down menu from ‘Email’ to ‘Firstname’ so that the system distinguishes between name and email.

8. Now they should be ready to get all the tips and tricks needed to do the trick. If you have individuals to add then just consult the above procedures.

SendOutCards.com

Why?

This is another client retention strategy that we use but is even more personal than emails. The client receives a gift card in the post. There is also the option to remember birthdays!

Again, it may seem tedious but it is crucial to recognise these individuals for having the faith to invest in US!! Let us reward and give thanks for this step!

Log into sendoutcards.com – password r168170 – username – heal8365

Go to ‘Add New Contact’

Insert the client’s birthday and the year date of when they have joined up

Go to ‘Save and Send Out Card’

Go to ‘My cards’ and select ‘My Favourites’ Choose from the selection.

Click on the double greeting card – second icon on the left

Fill in your message and make it as personal as possible – see below for example.

Go to ‘Continue’ and check that the details are correct

Click on the ‘Continue without Gift’

Click on ‘Send Card’. You need to make sure that there are enough points in the account AND enough cash in the mailing account.

WRITE THE FOLLOWING (or something along these lines that reflects personal touches)

Dear (Insert Name)

Thanks for joining us down here at Sphere. It means a lot to us that you have chosen us to help you reach your goals,

If there is anything more we can do for you then please feel free to drop us a line.

We would be delighted to help you

Kind Regards

(insert your name)

Contact Database

Why?

This database is kept to analyse trends in membership and also create a point of contact for us to then direct our marketing at. You will need the document ‘contact database’.

Enter all details as outlined on the spreadsheet.

Introductory Email – Training Dairy and Copy of Welcome Pack

Why?

It is important that we establish what is expected from all clients when they join our centre. That is why we email them the ‘Welcome Pack’ and the Training Diary Documents. Make it known to them that we expect them to read it as soon as possible. It outlines the Sphere Experience and our training philosophy.

We must make sure that all clients are under no illusion what is expected from them in terms of their goal setting, efforts in and out of the gym and focus. It will save THEM time, money and wasted effort!

How?

- Open your email account

- Write a personalised email to them asking them how they got on after a couple of days with us.

- Send them a copy of the welcome pack.doc document and the trainingdiary.pdf both found as attachments in the spherefitnessstudio.com/staff-area

- Close your email with looking forward to see them again

Sphere Fitness ‘Inner Circle’

Why?

We have created this resource for members to ask questions pertaining to any part of the Sphere Training Experience as they can. There are areas for personal blogs, forum, and discussion groups. You can also upload and create private members resources sections within the website. You will notice that there are areas for individual members. Social support is key to results and this also provides an efficient medium for staff to answer questions.

How?

Log onto healthcamp.ning.com

Go to ‘Invite’

Go to ‘Enter Email Addresses Manually’

Insert the email address and a personal message like the one below. Click ‘Send Invitation’. You will also need to invite members to individual groups within the web site. Repeat the process for this within the group.

Copyright – 2010 – John Lark – All Rights Reserved