Considering What Your Clients Want

March 14, 2016 Hollie Power
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There is a point to this I promise, so do stick with me…!

So, I was in the bathroom at the gym and I realised something.

It’s very easy to forget what your clients want when they don’t have the same interests as you.

My gym is owned by a man, and he only has men working with him.

Now, this wouldn’t matter if he considered the needs of his female clients, but he doesn’t.

I’m very fond of the owner of my gym and love training there – but it’s not particularly geared for female clientele.  For example, the toilet door in the ladies’ room doesn’t lock.  The window in the bathroom has no blind, and the building behind can see straight into it.  The showers have no hangers for towels and nowhere to hang your body puff or rest your shower gel.  The list goes on and on…

Now, the owner of my gym would have no idea that this is the case, or that this is a problem because, well simply put, he isn’t a lady.

And if none of the gym girls tell him its a problem, it’s likely he will never know.

He hasn’t worried about what his female clients want or need, because his needs are different to ours.

So, its important that we look at ALL of our clients and consider if what we do is right for them too – even if it seems off our radar.

Ensuring you meet the needs of everyone who enters your business will open the doors to new customers.

There’s probably heaps of small tweaks you could make that can make a huge difference to your customer’s experience, even if it doesn’t seem big to you.

Walk through the steps that all of your clients go through, and make sure that you are making every part, the best it can be.

When was the last time you used the customer toilets?   Or used your vending machine?  Or tried to make an online booking on your website?

Walk the same journey your clients do (both physical and emotional) and see if you need to make any tweaks.

And on that note, I’m going to the gym to tell them they need to add a lock to the ladies!


This blog was an extract from my blog for Scratch Magazine.  You can see the full article here.