People vs. Process: Where’s Your Focus?

Gym Owners, Business Owners, Leaders: A Quick Reflection

Over the past two weeks, have you been more people-focused or more process/rules-focused?

Here’s the thing—there’s nothing more important in your business than the people walking through your doors. And it doesn’t matter if it’s an actual door you push open or a virtual one you log into.

And this is coming from a numbers guy.

You need both. You need a strong culture and you need the numbers to work. A company with a great culture but no profit eventually goes out of business. Just the same, a business that makes people feel unseen will also go out of business.

I certainly don’t have this all perfected, but here are three things to keep in mind:

1. Tell them they matter.

How do you make people feel valued? Start by telling them. Think about the businesses you frequent—how often have they told you they appreciate you or thanked you for your business? Now, what about in your business? Have you told your customers or clients that you’re thankful for them? Without them, you have no business.

2. Know the lifetime value of a customer.

Once you know this number, it becomes crystal clear why you should put them first. We know it’s more expensive to acquire a new customer than to keep an existing one. In many ways, it’s the low-hanging fruit right in front of us, but easy to miss. How would you treat your clients if you imagined they had one foot out the door? Do that, because once they leave, they might be gone for good taking any potential referrals with them.

3. Look at your customer journey.

What happens at every step of the way—from the first inquiry until they either stay forever or leave? The key is consistency. Confusion is the enemy. It’s far better to deliver a solid, predictable experience every time than to wow someone once and disappoint them the next.

Where can you be more consistent? Where can you make your customers feel even more valued?

Let me know what jumps out to you here or if you’d add anything to the list.

To find out how you can build the business of your dreams that satisfies both the people and the numbers side, schedule a short call here.