LOVE
E INTO A MAJOR REVENUE SOURCE
It really starts with stellar customer service. Poor customer service is the No. 1 cause of customer loss. Upward of 71% of people say they cut ties with businesses over poor customer service. Customer service includes your employee-customer interactions, your response to problems, your response time , and your approachability on social media. Look to businesses that have figured out how to do customer service right, like Apple, LEGO, and other beloved businesses in your community. Consider what you can incorporate into your own customer service experience or become a customer yourself and see just how far other businesses are willing to go for you. Another way you can win loyal customers is just by being present. One way to do that is by answering phone calls, emails, and online inquiries immediately . The more time you put between the initial customer contact and your response, the worse it looks for you. When people visit your business in person, be there to offer a hello, answer questions, and engage in casual conversation. When you’re there for your customers, your customers want to be there for you.
FROM HUMBLE BEGINNINGS BRANDT ZIMMERMAN AND LIMA ZULU CROSSFIT Lima Zulu CrossFit came out of Brandt Zimmerman’s one-car garage last January. In just one year, this box has enjoyed its own dedicated location and has grown to a membership of 110 strong. We sat down with Brandt to talk about this explosive growth and get a better feel for what makes Lima Zulu special. “I feel like it’s every affiliate’s answer, but I have to say it’s our community that makes the difference,” Brandt tells us with a self- aware chuckle. However, he isn’t just saying this to be sentimental — members really do play a large role in making Lima Zulu a welcoming place. “If you walk into this gym for the first time, and four or five people don’t walk over to help you, it’s a rare day,” Brandt explains. “Without such a caring community, we wouldn’t have a gym.” Try as he might, Brandt can’t deflect all responsibility for Lima Zulu’s success. An exercise science major who started personal training over a decade ago, he brought plenty of expertise to setting up his box for success. “Locally, we didn’t have an affiliate yet,” Brandt reflects on the origins of his gym, “so my wife and I started doing CrossFit in our garage … We used a tree stump for box jumps.” From these roots, Lima Zulu grew organically. When they moved into their physical location, Brandt gave things a boost. “I paid a lot for social media ads,” he explains, adding, “I had experience in that field, so I wasn’t just winging it. I knew the stats and how to target our marketing.” While this strategy helped get members in the door, Lima Zulu’s real strength is in keeping them. “I did not want to get to the point where I was just obsessing over numbers,” Brandt admits, “so I decided to just focus on the people we had.” This focus on retention made all the difference for Lima Zulu. As Brandt explains, “We’ve yet to lose a member because they didn’t like the experience.” He attributes this to a welcoming, noncompetitive culture at the gym, explaining, “We don’t have a leaderboard, and we don’t write Rx options on the board.” The last piece of advice Brandt had for us was all about perspective. “Every business comes from humble beginnings,” he says. “Don’t feel that you have to have all the bells and whistles from the beginning.” Thanks, Brandt!
STEAK DIANE
INGREDIENTS
• 1/2 tsp salt, divided • 1/4 tsp black pepper • 6 4-oz beef tenderloin steaks, trimmed (about 1 inch thick) • 1 tsp butter • 1/2 cup shallots, finely chopped
• 1/3 cup water • 2 tbsp Worcestershire sauce • 1 1/2 tbsp fresh lemon juice
• 1 1/2 tbsp dry sherry • 2 tbsp fresh parsley, chopped
DIRECTIONS
1. Heat a large, heavy skillet over medium-high heat. Sprinkle 1/4 teaspoon salt and black pepper evenly over steaks. Add steaks to pan; cook 4 minutes on each side or until desired degree of doneness. Remove from pan; cover and keep warm. 2. Melt butter in pan over medium heat. Add shallots, and cook 2 minutes or until tender, stirring occasionally. Add water and remaining ingredients, stirring with a whisk. Reduce heat, and simmer 1 minute. Stir in the remaining 1/4 teaspoon salt. Spoon sauce over steaks and sprinkle with parsley.
NUTRITIONAL INFO
Yield: Serves 6 | Calories 197| Fat 8.7g | Protein 24.2g | Carbs 3.8g | Fiber 0.1g | Iron 3.5mg | Sodium 312mg
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