A Valentine’s Day Reminder: Show Your Clients You Care!

Welcome to this week’s newsletter,

I woke up this morning in a panic - I hadn’t written my boyfriend’s Valentines Day card!

I was super organised and bought it a couple of weeks ago, then stuck it in a drawer for later.

As you can probably tell we’re not the most romantic of couples! I do love a bit of romance, but I’m more about being kind and loving all year round and not just one big gush of sentiment on one day of the year in February.

This is the same in my business, I’m not about making big shows of effort and gesture at certain times of the year, we drip feed kindness and extra attention to detail all year round.

In today’s email:

• How do you show you care?: What do you do in your business that makes your clients feel special?

• Making it work for you: Creating memorable moments.

Valentine’s Day—what a day, right?

It can bring about all kinds of emotions for both men and women. You’ve got:

• The cheery ones, who were spoiled with flowers and gifts from their significant others.

• The not-so-cheery ones, who spent the day solo with a bottle of wine.

• The ones who couldn’t care less and just treated it like any other day.

And then there’s the story of this incredible woman…

A recently divorced mum, dreading her first Valentine’s Day on her own, was taken out on a date by her 4-year-old son to Pizza Express, with a jar of pennies he’d saved up for the occasion. Cue the heartwarming moment!

Emma Schofield shared how her son Max reduced the staff at Pizza Express in Devon to tears when he offered to pay for their 3-course meal using his jar of saved pennies. And here’s the real kicker—the waitress, so touched by his sweet gesture, waived the bill, and they received their meal for free.

Isn’t that just the most heartwarming thing?

But here’s the business takeaway: Small gestures can make a BIG impact. This simple act of kindness has created a lasting memory for Emma and her family—and has brought some lovely PR for Pizza Express too.

So, as a business owner, it’s a reminder: When was the last time you did something kind or unexpected for your customers? It doesn’t have to be grand, but these thoughtful moments are what people will remember.

Customer experience is EVERYTHING. And if a big chain like Pizza Express can do it, you can too. So, what little touch can you add to create more smiles?

Will it work for you?

Creating Memorable Moments for Your Clients

Just like a small gesture can leave a lasting impression, think about the little things you can do for your clients to make their experience with you unforgettable.

• Personalised Check-ins:
  Send a quick text or email just to check in and see how they’re doing—whether they’ve had a great session or if they need any help with their progress. A personal touch like this can make all the difference, especially for those who may feel like they’re just another face in the crowd.

• Surprise Gift or Note:
  Maybe it's a handwritten note or a small token of appreciation for their loyalty—something thoughtful to show you care. This doesn’t have to be expensive. A small gesture like this can build strong loyalty and make your clients feel valued.

• Creating Exclusive Member Perks:
  Add a little extra to your services. How about offering members an exclusive workshop or access to a special class for free or at a discount? People love feeling special, and when you surprise them with something unique, it will keep them coming back.

• Celebrating Milestones:
  Are your clients hitting milestones? Whether it’s their 6-month anniversary with your studio or they’ve achieved a personal goal, make sure to celebrate those moments. It could be as simple as a shout-out in your newsletter or a discount on their next session.

• Going the Extra Mile in Classes:
  Could you tweak your classes or services just a bit to cater more directly to your clients' specific needs? Maybe a client struggles with a certain movement, and offering an extra set of personalised tips after class shows you’re invested in their progress.

• A Simple Follow-up on Their Goals:
  Have a chat about their goals—show that you’re actively thinking about their success. A friendly follow-up goes a long way in showing that you care about their wellness journey and not just the session fee.

The Key? Consistency.
It’s not about doing something grand once in a while, but creating a culture of care and attention to detail. When you consistently go the extra mile for your clients, you’ll build trust, loyalty, and a community that values what you do.

By adding some of these little touches, you’ll make sure your clients don’t just remember their time with you—they’ll rave about it. And who knows? They may even bring a friend or two along the way.

Happy Valentine’s Day!

If you don’t already know me, my name is Emma Lovelock, I run an award-winning Pilates Studio in Hertfordshire, UK and I am on a mission to help other business owners in the wellness/fitness industry become more knowledgable in running a business and to give the tools and systems to make them more money, with less stress and save them time.

P.S. Whenever you’re ready, there’s four ways I can help:

• 90-Day Studio Growth Blueprint - Put a plan in place with my help, and ramp up your business’s productivity.

• If you want to know the 6 secret steps that every studio owner/fitness professional should know but probably doesn’t Watch this Free webinar .

• Monthly Coaching : Need some accountability in your business? Having a business coach is the best way to make sure you take REGULAR action Click here to find out more about my mentoring and coaching packages.

• Not sure what you should be doing to have a successful wellness business?Need some guidance? Book a 121 call and we can see how I can help.