Power Book List.... Business Edition!

Hey Everyone,
I just got back from the IHRSA convention in San Fransisco. As always, it was a great experience. I had the opportunity to listen to many successful business leaders both inside and outside of our industry including: Daniel Pink, Patrick Lencioni. and my favorite of the week was Zappos Ceo, Tony Hsieh.

Their presentations inspired me to continue to grow as a leader. So, today I wanted help inspire you to grow by sharing a list of some of my favorite books on leadership and business. These are great books that can help you grow regardless of your position or title. Whether you are a owner, CEO, manager, employee, a student, or a parent, we all have room to grow and these books have helped millions of people do just that.

The One Minute Manager. Kenneth Blanchard, and Spencer Johnson
Good To Great. Jim Collins
The E Myth. Michael Gerber
Jack Welch and The 4E's of Leadership. Jeffrey A. Krames
Leadership. Rudolph W. Giullani

Currently Reading......
How to Win Customers & Keep them for Life. Michael LeBoeuf
Delivering Happiness. Tony Hsieh

Future Reading.....
Drive, The Surprising Truth about what Motivates us. Daniel Pink
Tribal Leadership

I hope you enjoy growing and getting better with these books like I have. In a future blog I will provide a list of fitness, exercise, and sports medicine books to peak your interest and help you grow physically as well as mentally.

Living Life with no Regrets....... No Excuses!!!
Scott

83 ways to make 2011 your best year yet!!

Hi Everyone,
This is a great article that I am re-posting from Todd Durkin's most recent newsletter. There are some great and simple things that you can do everyday to help make this your best year yet!!
Enjoy.

Living life with No Regrets..........No Excuses!!
Scott

Your Best Year Yet
I am a true believer. Each Christmas I notice everything printed with Believe or I Believe. Cards, calendars, ornaments, pillows - you've probably seen as much as I have or more. Well, I do believe. I believe in positive energy. I believe in persistence and mental toughness. I believe in myself and in others. I believe in YOU.

Each January brings the opportunity for a fresh start. We've passed through the gate of the New Year and have the chance to make 2011 YOUR BEST YEAR YET. Grab hold of this chance and run with it. So what if the first day of the year has passed. It's never too late to start getting better. Whether you're looking for dramatic change in your life or the chance to get 1% better each day, now is the time to be renewed in the spirit of new beginnings.

Keep reading for my personal list of actions and reminders that pack a potent punch and are sure to make a positive difference for you. Read each one. Implement a few or many. Find your favorites and go deep to discover the secret buried within. Then get ready for your best year yet!

83 Ways to Make 2011 Your Best Year Yet
• Be the most positive person you know.
• Get 1% better everyday.
• Define your "game-changing" move in 2011. Then get it done!
• Take more risks.
• Do something that scares you everyday.
• Be a team builder, regardless of your title at work.
• Remember that business is about relationships and connections.
• People need motivation, accountability, and know how. Deliver it.
• Write your eulogy and then live your life backwards.
• Know your Big 5: the 5 most important things that need to happen by the end of the year to make 2011 feel like it truly has been the best year of your life.
• Read your Big 5 every morning.
• Post affirmations on your bathroom mirror.
• Don't focus on making money - focus on creating value.
• Lead by executing and getting results. No excuses.
• Strive to be 'World Class' in all you do.
• Read The 4 Agreements by Dom Miguel Ruiz.
• Train like a pro athlete - exercise more.
• Eat higher quality foods.
• Get a massage once a week.
• Attend a destination spa vacation each year.
• Have at least one other "dream" vacation each year.
• Remember - no one has ever regretted a great workout.
• Be obsessed with learning.
• Join a Mastermind Group. It will accelerate your results, improve your mindset, and provide you with fertile soil in which to grow.
• Be impeccable with your words - don't complain, gossip, or be negative.
• Be careful with whom you surround yourself. Just as much as the right people can pull you up, the wrong crowd can bring you down.
• Plan as if you will live forever but live as if you'll die tomorrow.
• Say please, thank you, and I love you more.
• Give someone a massage.
• Write love letters like you used to.
• Call someone you always wanted to talk to but never thought you could.
• Call an old coach or teacher and thank them for positively impacting your life.
• If you want to resolve a conflict, use the phone instead of email.
• Write a hand-written note to a client or customer.
• When you travel, send letters to your kids on hotel stationary.
• If you want more, GIVE more.
• Do or do not - there is no try.
• The way you do one thing is the way you do everything.
• Journal. What are you thankful for? What are your intentions for the day? Who is in need of prayer today? Where were you outstanding today?
• Clarity precedes genius. Find clarity in writing and solitude.
• Track your success.
• Slow down in order to speed up.
• Be willing to fail. It's the price of greatness.
• Spend at least 10 minutes every morning in quiet time, prayer time, or meditation time.
• Listen to inspirational music. Create your favorite play list for chilling out as well as working out.
• Listen to books on tape and podcasts.
• Read The IMPACT! Body Plan.
• Read The 7 Habits of Highly Effective People by Stephen R. Covey.
• Read The Leader Without a Title, The Greatness Guide, and The Monk Who Sold His Ferrari by Robin Sharma.
• Watch a Rocky "marathon" with your kids on a rainy day.
• Do what you do best and hire the rest.
• Sometimes good is good enough. Don't let "perfectionism" rob you of getting things done.
• "Color code your life," says my mentor, Wayne Cotton. Green machine, blue sky, red tape, and mellow yellow. Visit www.nobrowndays.com for more information.
• Complete a 90-Day Wonder. What have I accomplished in the last 90 days? What are my current challenges? What will I accomplish in the next 90 days?
• Remember the 10,000-hour Rule. It often takes about 10,000 hours or 10 years to be recognized as an expert.
• Success takes time. Be patient, but continually invest in yourself.
• Work on your business, not in your business.
• Your big ideas typically come when you are sitting on a beach or skiing in the mountains.
• Hire only "A" players to build a winning business.
• Replace the bottom 10% of your players each year.
• Everyone in an organization should be considered a "leader." • Always believe in your dreams, even when they seem impossible or others doubt you.
• Focus, focus, focus!
• Water people everyday - lift people up instead of tearing people down.
• One quick "No" is better than 10 "maybes" or "I don't knows."
• Win the day!
• Remember what Walt Disney said, "Everything speaks!"
• Be more spontaneous.
• Block out the noise and focus on the signal.
• Develop a hobby.
• The bigger the dream, the more important the team.
• Run your own race - be authentic and original.
• Speak more. Write more. Read more.
• Turn OFF your TV!
• Eliminate excuses.
• Organize your time more effectively.
• "Eat that Frog," says Brian Tracy. Do the things that you don't like to do or want to do but have to do early in your day.
• Get your mind right!
• Do more of what you love to do.
• Action is like gas in the car. Without it, you will not go.
• Be humble...be hungry.
• Create IMPACT everyday.
• Live by the mantra, "... And then some."

Implement any single item on this list and you will create change. Combine a few to really rock your world and the world of those around you. Explore, experiment and find your favorites. But remember, there's more to it than implementing a list of action items. YOUR BEST YEAR YET will require something deep within YOU.

You've heard me talk about the power of "theme-ing" a year. In the days and weeks ahead, spend some time alone with your thoughts to find the theme that's right for you - the single most meaningful, overarching and powerful pledge you can make to define who you will be and what you will do in 2011. Find it and treat it like an oath. It will deliver.

For weeks now, I've been doing this kind of thinking. I searched for and found my theme for 2011. Ironically, when I looked deep enough within and examined my soul, I found it there. 2011 is my year of "S.O.U.L." I am making a very public pledge to nurture and go deep with my Spiritual development and inner life, to seek Outrageous fun and adventure, to create Unbelievable value and innovation in my work, and to step up and Lead in all areas of my life.

It's January 11th my friend. We're through the gate and ready to run. Lace up your shoes and let's go. After all, 2011 is going to be YOUR BEST YEAR YET!

Peace and love,
Todd

Todd Durkin, MA, CSCS, is an internationally recognized performance coach, personal trainer and massage therapist who motivates, educates and inspires people worldwide. He is the owner of Fitness Quest 10 in San Diego, CA, where his wonderful team of 35 focuses on personal training, massage therapy, Pilates, yoga, sports performance training and nutrition to help transform the bodies, minds and spirits of a broad clientele. Todd trains dozens of NFL and MLB athletes, including 2010 Super Bowl XLIV Champion and MVP Drew Brees. He is the head of the Under Armour Performance Training Council and is a featured presenter on the Perform Better educational circuit. He is a two-time Trainer of the Year (IDEA & ACE). Additionally, Todd provides motivational talks and programs to companies and conferences worldwide.

Men's Health recently named his gym, Fitness Quest 10, one of the Top 10 Gyms in the US. Todd has appeared on 60 Minutes, ESPN, NFL Network and has been featured in Sports Illustrated, USA Today, Business Week, Prevention, ESPN the Magazine, Men's Health, Men's Fitness, Men's Journal, Stack Magazine, Self, Shape, Fitness, the NY Times and Washington Post. Todd has authored 35 DVDs on strength and conditioning, functional fitness, massage/bodywork and business/personal growth.

His new Todd Durkin Mastermind Institute for personal trainers and fitness professionals starts January 15th, 2011. You can get all the information at www.ToddDurkin.com. His new book, The IMPACT! Body Plan debuted in September 2010 and is a 10 Week program designed to create world-class fitness and life performance. You can sign up for Todd's FREE award-winning Ezine newsletter, the TD TIMES, at www.FitnessQuest10.com or www.ToddDurkin.com.

"Hey, Are you busy?"

Hey Everyone,
It is just about that time of year again where there is always to many things to do, and simply not enough time to do them.

I hear people tell me all the time that they don't have time to exercise, don't have to time to eat right, they don't have time for this or that..... I don't believe that! What I believe is that you did not make time to exercise, you didn't make time to eat right.

OK, off my soap box........ I have re-posted many articles in the past by Todd Durkin, and here is another great one that will help us stay focused and give us some great tips to make time for the things we Really need to do.

Remember, live life with No Regrets.........No Excuses!!!

Enjoy,
Scott


"Hey, Are You Busy?"

By Todd Durkin, MA, CSCS, Owner, Fitness Quest 10

I received an email the other day from a young trainer who asked what I do with my time between sessions. Interesting question. Typically, I look at my To Do List and ask myself, 'What's the best use of my time right now?' What do you do between things?

It seems like everyone near me is talking about being busy...Too busy. As a busy professional myself, I know what it's like to juggle many things on your plate. But then again, everyone I know is busy. So, whether it's your job, shuffling the kids to school or sports, or just trying to balance the daily demands of life, the million-dollar question is, are you busy doing the right things?

Just the other day, I heard someone comment on how we are surrounded by clocks. Think about it: We hang clocks everywhere and often wear one on our wrists (how many clocks did you have to change this weekend?). We are slaves to time. So it doesn't matter whether you know the time by your phone, PDA, cable box, microwave, heart rate monitor, watch or the movement of the sun, life isn't slowing down anytime soon. Those of us who are busy are going to stay busy. Here are a few suggestions to help make sure you're busy doing the right things:



· Game plan. Call this "Blue-sky" strategic planning time. Make sure you know where you're going. Otherwise, you will just be stuck in "busyness." Know where you want to be one year from now. Know where you want to be 90 days from now. Know where you want to be 30 days from now. Your daily decisions should all be influenced by the direction you have chosen for your future.



· Just say NO. By saying "NO" more to the things you don't want in your life, you are saying "YES" to the things you do want in your life. And that includes more free time, family time, exercise time, and relaxation time. Be a strategist - not an opportunist. If an opportunity fits within your strategy, say yes. If it's just an opportunity that will not help you live your purpose, say NO. Simplification feels oh-so-good.



· Win the Day. I say it all the time and I will say it again. Focus on the here and now. While the pressures of work, family, school, sports, etc. all add up, I get a lot of salvage (and sanity!) out of focusing on "Winning the Day." This keeps me focused on what I can control - not on what I can't.



· Stay Focused. I think people get scattered. They are checking email, and then a Facebook alert pops up. Then another important email pops and they hop back to that. Then the phone rings in the office, and they are texting someone at the same time they are in a phone conversation... Before you know it, you have three conversations going on and five files open on your desktop. Many ultra successful entrepreneurs say one of the key characteristics of extremely high performers is the ability to be "single-focused" on important projects. Remember the ABCs of time management? Focus on the As and forget the Cs until something changes and today's C becomes tomorrow's B or A. What's the best use of your time right now?



· Create the right To Do List. I am about to head to Toronto, Canada for a two-day retreat with Robin Sharma. Robin is the best-selling author of The Monk Who Sold His Ferrari and The Leader Without a Title. I have been in Robin's coaching program for about a year now and he has taught me how to perfect my To Do List. I've worked hard to organize my time this year and it has resulted in much higher productivity. I now have a "Big 5" for my life, for my year, for the week, and for each day. Each day, I know exactly which 5 things must be done to create a winning day. I don't go home until they've been completed.



Here is a favorite little story to bring the point home. I recently found this in the book, Exploiting Chaos: 150 Ways to Spark Innovation During Times of Change.



A young man once approached J.P. Morgan with a proposition: "Sir, I hold in my hand a guaranteed formula for success, which I will gladly sell to you for $25,000."



Always curious, J.P. Morgan replied, "I do not know what is in the envelope, however, if you show me and I like it, I give you my word as a gentleman that I will pay you what you ask."



The man agreed, handing J.P. Morgan the envelope.



When J.P. examined the note, he reached for his checkbook and paid the man the agreed-upon sum of $25,000. In one of his presentations, Tom Peters revealed the advice written on that piece of paper:



1. Every morning, write a list of the things that need to be done that day.



2. DO THEM!



Sound advice my friend. And while I prefer to do my daily 'To Do' List the night before, you get the idea of the importance of taking ACTION on the most important things on your list FIRST. Accept that you will be busy, but stay focused on what's most important. First, give priority to your workouts and eating right. This will help fight the stress and anxiety associated with the many other items you must complete. That's great advice as we continue to march toward the holiday season and year-end. For now, permit yourself to be imperfect, slow down, and enjoy this wonderful time of the year. And if you continue to find yourself busy: Be busy doing the right things!



Peace and love,


Todd

Todd Durkin, MA, CSCS, is an internationally recognized performance coach, personal trainer and massage therapist who motivates, educates and inspires people worldwide. He is the owner of Fitness Quest 10 in San Diego, CA, where his wonderful team of 35 focuses on personal training, massage therapy, Pilates, yoga, sports performance training and nutrition to help transform the bodies, minds and spirits of a broad clientele. Todd trains dozens of NFL and MLB athletes, including 2010 Super Bowl XLIV Champion and MVP Drew Brees. He is the head of the Under Armour Performance Training Council and is a featured presenter on the Perform Better educational circuit. He is a two-time Trainer of the Year (IDEA & ACE). Additionally, Todd provides motivational talks and programs to companies and conferences worldwide.

Men's Health recently named his gym, Fitness Quest 10, one of the Top 10 Gyms in the US. Todd has appeared on 60 Minutes, ESPN, NFL Network and has been featured in Sports Illustrated, USA Today, Business Week, Prevention, ESPN the Magazine, Men's Health, Men's Fitness, Men's Journal, Stack Magazine, Self, Shape, Fitness, the NY Times and Washington Post. Todd has authored 35 DVDs on strength and conditioning, functional fitness, massage/bodywork and business/personal growth.

His new book, The IMPACT! Body Plan debuted in September 2010 and is a 10 Week program designed to create world-class fitness and life performance. You can sign up for Todd's FREE award-winning Ezine newsletter, the TD TIMES, at www.FitnessQuest10.com or www.ToddDurkin.com.

Getting Better Every Day!!

Hey Everyone,
I hope you had a great weekend. After an incredible personal training staff retreat on Friday I started my week off feeling invigorated, re-charged, and re-focused!! I had a very productive day followed by an awesome workout and 1 mile jog with my son. So, I though I would share with you what we do to getter better, and build an incredible team.

This year our retreat started with an "Amazing Race" themed road rally. All 50 personal trainers, small group trainers and pilates instructors were broken into 4 teams, then they had to race through 3 different locations completing both mental and physical team building challenges at each stop. The race concluded with the teams finding their way to the "secret" retreat location...... Camp Kulaqua. The last team to arrive would be the penalty team. This year the penalty team would have to make lunch for all of the trainers, and for a little bit of fun we had to compose and perform a rap song......... you may have noticed I said "we", because my team was the penalty team. In 10 years, this is my first time being on the penalty team, and believe it or not it was a blast!!

Once at Camp Kulaqua the teams took part in a low elements challenge course. This was followed by a little free time in the springs catapulting fellow trainers off the "blob" into the springs. Next was penalty team time. We had to prep and serve salads and sandwiches for everyone. Once lunch was complete it was our time to take the stage and perform our rap song. It was a hit!!..... if I do say so myself:) Stay tuned to future blogs for the video I will be putting together.

Awards time!! This part is always fun. In the month leading up to the retreat we polled the trainers to find winners for various awards such as: Most Improved, Most intimidating, Life Saver, Loudest, Hardest working, Most creative, Spunkiest, Most unpredictable, Most likely to go into politics, and finally The Trainer of the Year Award which went to Rod Clark. Very well deserved.

Now it was time for out "Minute to win it" team challenges. These were games that we had to compete against each other based on the TV show "Minute to win" We completed 11 or 12 games. (which will also be in the upcoming video) The winning team was awarded the coveted screaming chicken in a boot.

After a day like that I was excited to get back to training on Monday. I had a great workout (see below), then went home and played football and baseball with Jacob followed by a 1 mile run as Jacob road his bike next to me.

So, with all that said. I leave you today with maybe a not so simple question. What are you going to do this week to get better? It doesn't matter what you will be getting better at. Whether it is your business life, your personal life, your fitness, your nutrition, your education..... As long as your are doing something to get better every day. I will give you 1 hint. It all starts with a plan. It took us a couple months to plan out this team building retreat, but it was without a doubt worth the time, energy, and investment!!

So good luck, and to get you started on Getting Better here is Mondays Killer workout!

A1. Single arm kettle bell (KB) clean (or dumbbell)
A2. Cable single leg romanian dead lift with a single are row
A3. Reverse crunch

B1. Step up with a bicep curl
B2. KB sumo dead lift
B3. Stability ball plank roll out

C1. Lunge with rotational medicine ball toss
C2. Stability ball triple play (bridge, ham curls, and glut press)
C3. Stability ball russian twist.

So, again, what are you going to do this week to get better? Leave me a comment below and let me know.
Scott

Behind the Scenes of the NSCA National Convention 2010

Hey Everyone,
Today I have a short video for you that I made "Live" from the NSCA National Convention in Orlando , Fl.

I have blogged in the past about the importance of "sharpening your saw". So far this is the 5th seminar/ workshop that I have been to in 2010, so, my saw should stay sharp for at least the next couple of months:)

This short video is for you the client to see how the top personal trainers from around the country spend their weeks, and weekends to continually stay on top of their game.

Enjoy!

Sharpening the Saw!!

Hey Everyone,
Well, with a new year brings a new round of educational seminars to keep "my saw sharpened", and to create new challenges for all my clients and all of you.

So far here is my schedule:

February
- UF Strength and Conditioning Clinic. Gainesville, Fl.

March
- Meeting of the Minds. San Diego, CA.

April
- ATAF Annual Clinical Symposium. Orlando, Fl.

Remember, regardless of what your business is, you always have to keep your "saw sharp"! Never be complacent with where you are now and what you think you know.

So, look forward to new and exciting posts!!
Scott

Great Retention article

Well, March has been a crazy Month for me. As I wrote about in an earlier blog I just championed a change in new personal training software. I had to train 45 trainer, 20 sales counselors on the use of the new system, and assist with the transfer of 500+ client files into the new system!!...... all that on top of planning programs and training my own clients, being an active husband and father.... Yeah, it s been crazy

So, all that being said, I have not been able to blog about anything for a couple of weeks now. What have for you today is a great article I found written by Todd Durkin, I met him last year at the IHRSA convention. He is a former NFL quarterback and a great businessman and educator in the fitness industry. What I like about this article is that although it is written for the health and fitness professional, it really applies to everybody in the business world. I hope you all enjoy it as much as I did. If so, drop him an email and let him know.

"Client Retention: Improving Revenues by Increasing the Customer Experience"

by Todd Durkin

The million dollar question is how you can build a business by keeping all your existing customers and clients happy as you grow your business instrumentally. A great example is Starbucks. They do an excellent job developing a positive customer experience for their “cronies.” Their customers come back time and time again for a coffee or drink that often costs double that of other coffee houses. Why is it that they have developed such a devoted following amongst their followers? I believe their culture, their environment, their customer service, and “their experience” drives a devoted following.

In the fitness business, building a clientele often takes a lot of time, energy, and money. Because most trainers, studios, and health clubs typically don’t have large marketing advertising budgets, it is even more important that we focus on retaining clients once we have them also. There are several measures to help improve value to our clients so that we can consistently deliver an excellent client experience and have loyal clients for a long-time. By adhering to the following suggestions, it will help develop a unique culture and extraordinary customer experience. Here are some suggestions to enhance your business and keep happy clients coming back for more and more:

• Develop & know your unique culture; What is it?
a. Friendly
b. Fun
c. Professional
d. Personal
e. Non-intimidating
f. Service-oriented
g. Clean & pristine
h. Energetic & Positive

• Create “Great” sessions every time; whether it’s a client’s first session, 18th session, or their 40th session in a package of 48, make every session count. Ways you can do this include:
1. Keep your energy in tune with your client(s) at all times2. Be a great listener; listen to your clients needs3. Never bring a “bad” day outside of the office into your sessions4. Assess your clients and measure periodically5. Set goals with your clients (if they are open to being held accountable)6. Prepare for all your sessions and be ready for each of them7. Meet & exceed client expectations8. Educate, motivate, and inspire your clients9. Challenge your clients10. Manually stretch your clients when finish

• Connect with clients more frequently than your scheduled sessions. You can do this by:
1. Develop a newsletter (ie. 1 x per week, 1 x per month, or 1 x per quarter); Keep it simple in the beginning and deliver great content (education & motivation)2. Email your clients periodically; CONNECT with them3. Spot check your clients with random phone calls occasionally
• Communicate to your clients

1. YOU communicate to your clients if you have a change in your schedule. You take ownership of any changes and don’t expect front desk or management to handle it for you.2. YOU communicate to your clients if you are going on vacation, having another trainer cover one of your sessions, you are changing your schedule, your rates, etc. You take ownership of any changes and don’t expect front desk or management to handle it for you.3. If a client’s sessions are up, YOU MUST communicate this to them. If you are uncomfortable with speaking finances to them for some reason (You NEED to work on this), than hand them a nice note in an envelope and let them know there sessions are up and it is time to renew.4. Ask for feedback from your clients periodically. Feedback is the breakfast of champions. To simply ask “Is there anything I can be doing differently to help you” goes a long way in letting clients know that you are genuinely interested in helping them.

• Great Customer Service:
1. Always be on time for a session. Don’t have clients waiting for you!2. Greet your clients by name every time3. Develop a referral system to track when your clients refer in friends or family4. Thank your clients5. Send hand-written birthday cards6. “Feature Clients” in your newsletter or on bulletin board. We all like to be acknowledged!7. The customer isn’t always right. Just make them feel that way!8. Don’t call your clients and try to juggle around their schedules based on your convenience the day of a session. That means if you have a 3 hour break in the day, than you have a 3 hour break. It’s about THEM, not YOU. Without clients, no business! Utilize your “down” time and take advantage of gaps in your schedule.9. If you have only one session on the books for the day, make it the BEST session ever. I still hear of trainers and massage therapists that “don’t want to come in for just 1 session.” By golly, thank God you have 1 session and use it as an opportunity to get more sessions. 10. Provide clients with educational handouts periodically11. Treat every client like you would treat your mother12. “Pamper” them; I am not saying baby them. I am saying spoil them with great customer service.

• Make your Business a “Home away from Home”; You can attain this by doing things such as
1. Offer social activities (i.e. Softball games, hiking, ski trips, retreats, trips, etc.)2. Mixers or Parties (Grand-opening party, anniversary of business, etc.)3. Make the environment comfortable, clean, and encourage socialization.
Remember the costs of trying to trying to find new clients isn’t cheap. It’s far less expensive and far more powerful to focus on internal marketing and use your existing clientele to help build your business. Although you most likely have external marketing campaigns going on (i.e., newspapers, websites, TV, radio, direct mail, etc.), internal marketing is so effective as it will help use your clients to become your own “marketeers.” Think about it, when was the last time you saw a Starbucks ad or saw them advertise anything outside of their doors? Never!!!
Make your fitness business the talk of the town. Focus on internal marketing strategies to not only retain existing clients, but to grow your business from their raving to your community. It is said that 20% of your clients do 80% of your business. Keep 100% focus on your clients and never take an experience with them for granted. Your existing clientele is way too valuable and you can’t afford to lose one of them. Treat every one of them as they were your first or your last client ever in your business. With consistent, superior customer service, a positive culture that elicits great energy, solid communication with your clients and staff, and genuine passion and concern for one’s health and fitness, you can be assured of delivering a great customer experience. And with a great customer experience, you can build a great brand.

Todd Durkin, MA, CSCS, is a personal trainer & massage therapist who motivates, educates, and inspires people world-wide. He is the owner of Fitness Quest 10 in San Diego, CA, where his wonderful team focuses on personal training, massage therapy, Pilates, yoga, and nutrition to help transform people’s bodies, minds, and spirits. Todd trains dozens of NFL & MLB baseball athletes and provides motivational talks and programs to companies and conferences world-wide. Additionally, Todd is the Head of the Under Armour Performance Training Council. He has appeared in 60 Minutes and been featured in Sports Illustrated, Business Week, Prevention, ESPN the Magazine, Self, Shape, and the NY Times and Washington Post. You can sign up for his FREE award-winning Ezine newsletter, the “TD TIMES”, at www.FitnessQuest10.com or www.ToddDurkin.com.