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Mobile Inventor’s Impeccable Professionalism Earned Gymfinity’s Respect

J Orkowski of Gymfinity talks about working with Mobile Inventor.

If anyone understands the value of having a mobile app, it must be J. He went through quite a lot to develop not one, but two of them.

J’s Mobile App History

J had developed an app that was working well. He had marketed it and had an impressive percentage of his gym’s parents using it. Then came the call. His mobile app company was dissolving and wouldn’t support the app anymore. That meant that his happy parents would no longer be able to use to the app from their smartphones.

J called Mobile Inventor and has never looked back. Mobile Inventor did something that totally took J by surprise – they tried to help him use his existing app. But after four months of efforts to negotiate with the defunct provider, Apple and Android it was obvious that this was just not going to happen.

“Mobile Inventor could have easily said that we would have to scrap the existing app and develop a new one. It would have been much easier for them – and probably more profitable. But they aggressively pursued the avenue that would be in MY best interest.”

Mobile Inventor quickly put a development plan in place to closely replicate J’s app so that his gym’s parents would regain as many of their features as possible.

Second-Time Charm

So today, with the new app developed by Mobile Inventor, J is reaping these benefits of having a mobile app:

  • Branding on the device parents are never without
  • A communication pipeline directly to customers
  • Time savings for staff in managing processes and information for parents
  • Eliminates the duplication of efforts within operational processes
  • Differentiation in his computer and smartphone savvy community
  • Integration with Jackrabbit tools

Gymfinity-App1 GymfinityApp2

 

 

 

 

 

 

 

 

 

 

 

 

“We’re thrilled to have an app back up and working for our parents.  We’re excited that the app we developed with Mobile Inventor is so closely integrated with Jackrabbit. It puts registration, class and payment capabilities in the pockets of our parents and opens up a pipeline for direct communication with them. It’s very powerful.”  

Partners with Integrity

Mobile Inventor earned J’s respect by putting the best interests of their customer first. This parallel’s Jackrabbit’s focus on customer need and is one of the reasons that the two companies are offering a combined solution for gyms.

“We truly know how much it means to our business to be supported by vendors with impeccable standards and irreproachable professionalism.”

Appreciation and Honesty Helps You Keep Customers

Keeping customers is very important to every business. There are two very basic factors that can help you to “encourage” customers to stay with you: Appreciation and Honesty.

These can work together or separately to reach a goal that can solidify good customer relationship and to improve those that may be on shaky ground.

 

Of course showing appreciation should always be genuine and being honest about how happy you are that your customers choose you and stay with you is really a natural reaction. So don’t try to be so business-like that you lose this valuable connection. Read more about showing appreciation to your customers.

Your honesty in handling business and personal situations reveals your character and most people want to associate with those whose character they respect. Even when issues, mistakes or problems cause rough patches in relationships, remember that honesty is the best policy – always – because customer discovering that you’ve been dishonest – even if it’s just a little white lie – can destroy your integrity and any respect for you that your customers have developed in you. (Actually, this is the same with employees) Regardless of how difficult – the truth is always the best way to handle situations. Read more about being honest with your customers – even when there are problems.

Showing your appreciation of their patronage and exhibiting your integrity through honesty are two of the best ways to build loyalty in your customers and continuously prove to them that choosing your business was a good decision.

(Photo Credit: © All rights reserved by KisforCalligraphy)

Honesty is Always the Best Policy

Honesty.

This factor is critical to your business. Just as in your personal life, honesty is the best policy in your customer relationships, as well.  This is especially when you find you have a problem with your service. This is really important because it sets the tone, for the future of your relationship. When problems arise, look at them as opportunities to earn and build upon your customers’ confidence.

There are two reasons this is possible.

  1. Some customers never know how good a product or service is until they experience a problem.
  2. Solving that problem can strengthen the relationship by physically and emotionally demonstrating your concern, integrity and commitment.

Now – let’s look at how you handle this. You have two choices. One is good and one is not so good.

Choice One: Hope the customer doesn’t discover it.

Choice Two: Bring the problem and a solution to the customer’s attention.

Hopefully, the first choice is obvious to you as a mistake.

Acting along the lines of #1 is hiding the truth. When you hide the truth, it never ends well. A cover-up shows that you do not respect whomever you hide the truth from enough to admit your mistake. They will forever forward question the quality of your services and your integrity and – obviously – that is bad for your relationship and your reputation.

Acting along the lines of #2 doesn’t solve all the problems or mitigate all the risk associated with service problems, but it has a much greater potential of resulting in customer satisfaction. The opportunity to show your genuine concern and earn your customers’ respect is worth any potential draw-backs.

The decision that you make at this “moment of truth” will shape the customer experiences that you deliver from here on out.

So any negativity produced in this situation can be minimized by:

  • How you present the “truth”. Can you make an emotional connection with your customers?
  • How you resolve the problem. Does the way you resolve your problem address all of your customers’ concerns?
  • How you actually resolve the problem. Do you deliver what you promise?
  • If you close the loop. Do you follow-up to make sure that your problem resolution really does work for your customers?

It is easy to revert to email or voice mail in this type of situation, but this is an important moment to personally connect with your customers and effectively convey your genuine concern that problems are resolved to their satisfaction.

You need to:

  • Explain the problem without fixing blame. Accept personal responsibility.
  • Listen to your customers and acknowledge their concerns. Doing this in person will help you understand how to better deliver your solution.
  • Always use a course of action in addressing your problems. Make sure you address the root of the problem and your customers’ concerns.
  • Keep your promises so the confidence that your problem resolution has earned you will last far into the future of your customer relationship.
  • Follow-up with your customers so that they continue to see your genuine concern for their satisfaction and you will earn their confidence in your integrity.

How you conduct your business is a mirror to your customers of what type of person you are.

(Photo Credit: © All rights reserved by KisforCalligraphy)