In working with businesses, it is fascinating that so many dance studios casually post a long-term email away status, neglect answering the phone, and devalue the power of communication. As a business, your lines of communication are the direct connection between you and your current and prospective clientele. Whether the communication is via phone, in-person, email, or social media, someone should always be reachable and responsive within a 24-hour time period.
Think about it. When you have a customer service request or need, you expect immediate attention. Our clients expect the same of us. If you are unable to immediately answer a question, let the person know that you are working on an answer and will get back to them shortly. Or, if a situation needs more attention than you are able to provide at a particular time, let the person know that you want to give them your full attention and set up a time to chat. Never blow off or ignore a client’s concern.
A few years ago, I received a group of clients simply because I called them back. Time after time, people enter my studio and they say, “Thank you so much for calling me back. You were the only studio to return my calls.”
How does your studio’s communication model work? Is it structured in a way that will bring in business, or is it set-up to deter business? Take a moment to evaluate the infrastructure, and if there is anything you can improve, take the time to implement it for this year. It will only make your business stronger!