14. Improving The Client Experience, Lean Business Start Up & How To Market Effectively to Attract Clients with Jacob Mcluskie
Improving Client Experience
Jacob Mcluskie was recommended to me to be interviewed for the show. Five minutes into this episode, you’ll know why. Jacob is an open book, sharing the ideas and strategies that grew his personal training business into 15 locations, 3 of which are now franchised. Jacob Mcluskie tells the story of what he gave up to keep his business going in the early days and while he didn’t disclose he was actually a State Finalist for Young Australian of the Year in 2014, it’s safe to say this guy is committed to changing the lives of others in more ways than one.
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In this interview, Jacob Mcluskie shares with us:
- The processes needed to optimise output
- How he built his business while studying at uni
- When you should take the leap to put on staff
- How to improve the client experience
- The importance of rewarding loyalty
- Why building a community is a business priority
- How half an hour can save 3 hours
- How to prioritise tasks
- The importance of a low-barrier offer to grow business
- The staff selection process and who not to chose
- Why people are prepared to move 100’s of kilometres to replicate his business; and
- The need to provide a BIG, compelling reason for people to do business with you.
With such tenacity and drive to help people change their lives, Jacob is a guy to watch. Listen in for plenty of meaty tips on how he grew his business from 1 to 15 locations in only six years.
Selected links for this episode
- Positive Existence Personal Training www.pept.com.au
- Connect with Jacob on Facebook
- Jacob’s Blog
- The Jason Rich Foundation [Defensive Driving Education]
- Book: The ONE Thing by Gary Keller
- Book: Delivering Happiness by Tony Hsieh
- Book: Tribal Leadership by Dave Logan and John King
Jacob’s example of a customer-centric business:
“You need to focus on 100 small things rather than one big thing when it comes to improving the customer experience”Jacob Mcluskie
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