520 4 Step Process for Handling Customer Complaints with Hank Ebeling

520 4 Step Process for Handling Customer Complaints with Hank Ebeling

Author: Justin Tamsett | Fitness Business Leader September 26, 2023 Duration: 32:21

Hank Ebeling is the founder and owner of H4 Training. He is passionate about helping small businesses transform their customer service and elevate their customers' experience. Hank is the author of the book "Crushing the Competition with Service" and has created an online course called "Superhero Service Super Profits" to help businesses deliver outstanding service consistently.

He joins us to discuss his four-step process for handling customer complaints. The process includes acknowledging the complaint, apologizing, making it right, and thanking the customer. Hank emphasizes the importance of listening to the customer, avoiding defensiveness, and finding a solution that meets the customer's needs. He also highlights the value of thanking customers for bringing issues to your attention and using their feedback to improve your business.

Show notes and more resources: https://fitnessbusinesspodcast.com/520

 

 


Running a fitness facility means balancing a dozen spinning plates at once, from member happiness to keeping your team engaged and the bottom line healthy. While plenty of conversations in the industry fixate on getting new leads in the door, Fitness Business Podcast: Leadership, Innovation, and Profit digs into what happens after they join. Host Justin Tamsett, known widely as JT, operates from a core belief: sustainable growth isn't just about marketing, but about mastering the human elements of leadership and creating a business people don't want to leave-neither your members nor your staff. In each episode, you'll hear JT's straightforward, actionable advice drawn from his deep experience as a global fitness business leader. The discussions move beyond theory to tackle the real operational challenges gym owners and managers face daily, focusing on practical strategies to improve member retention, foster a loyal company culture, and implement innovations that drive genuine profit. This isn't a surface-level chat; it's a dedicated resource for those ready to build a more resilient and impactful fitness business. If you're tired of the constant churn and seeking a smarter path to long-term success, this podcast offers the grounded perspective and leadership insights often missing from the conversation.
Author: Language: English Episodes: 100

Fitness Business Podcast: Leadership, Innovation, and Profit
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