Sports Facility Management Expert

Advice and Articles Sports Facility Ownership

Advice and Articles on
Sports Facility Ownership
  • Business
    • Business Plan
    • Survival Essentials
    • Marketing
    • Leadership
    • Staff Management
  • Tools & Equipment
    • Sports Facility Software
    • Sports Facility Web Sites
    • Equipment
  • Teams
  • Retail
  • Services
    • Lessons
    • Camps and Classes
    • Rentals
    • Birthday Parties
    • Speed, Strength and Agility
    • Memberships
  • Sports
    • Baseball and Softball
    • Soccer
    • Basketball
    • Volleyball
  • About & Contact

Sports facility staff training should include telephone etiquette

October 20, 2011 by Sports Facility Expert

  • Tweet
  • Email
  • Tweet
  • Email

The way your staff answers the phone at your sports facility tells your prospective clients a lot about your business. As a sports facility owner, you may not know what impression prospective clients are getting of your facility when they call – after all, you’re not likely to call and inquire about your own services.

It’s a good idea to have a friend or colleague whose voice your staff won’t recognize call your sports facilities occasionally so you can get a feel for how the phone is being answered. Let your staff know that they could be tested at any time; they will appreciate being prepared, and the resulting preparedness will help improve customer service overall. This process should be integrated into your sports facility staff training.

Before the test calls, develop a list of priorities and criteria for answering the phone and let your staff know what is expected of them.

Here are the criteria I use with my own facility, DNA Sports Center:

1. Introduction
Does the staff member clearly and cheerfully introduce himself or herself and the facility when he or she answers the phone?

2. Description of Services
Is the staff member knowledgeable about all your services and products? This includes pricing and availability.

3. Common Questions
Can your staff adequately answer your prospect’s questions? General questions typically include hours of operation and holiday schedules.

5. Energy Level
Can the prospect tell that your staff member is energetic about your company? Your staff should be cheerful and personable when they answer the phone.

6. Closing the Sale
Qualified leads are valuable; treat them as such. Staff should know what the goal is when this type of prospect calls and should make an attempt to “close” a sale, whether it’s by signing them up for a free demo or scheduling them for a camp or lesson.

After your test calls are completed, share the results with the employee or staff member who answered the phone and highlight suggestions for improvement. It also helps to give an official score on a point system so you can track individual and overall improvement.

If you’d like additional guidance on creating a script specific to your sports facility, give me (Mike Meszaros) a call at (513) 791-4940 or email me.

Filed Under: Sports Facility Management Tagged With: Manage sports facility staff, Sports Facility Management Articles

Get Exclusive Content

Search

Favorite Posts

  • A cool way to track disappearing baseballs
  • The equipment buying guide for new facilities
  • The hidden costs of "free" scheduling software
  • How to make the most of your space
  • Increase revenue from lessons with this tip

About Me

Hi, I'm Mike. I successfully sold my indoor sports facility in 2015 to focus on running a software company that produces eSoft Planner, a scheduling system for sports facilities. Click here to contact me directly.

Sponsored By:

The Scheduling and Payment System That was Built for Sports Facilities

Categories

  • Indoor Sports Facilities Best Practices
  • Sports Facility Management
  • Sports Facility Marketing
  • Sports Facility Operations
  • Sports Facility Start Up
  • Swim Club Management
  • Uncategorized

Follow

Stay In Touch

Advertise

Reach Sports Facility Decision Makers

Copyright PPC Communications