As you’re probably aware by now, I am an Entrepreneurs Circle (EC) Certified Coach, and this week I had the privilege of spending a couple of days at their brand new HQ. It is amazing - see the photos below.

It was a powerful reminder that the experience you create after the sale is where the real business magic happens. EC does everything absolutely top notch and I thought it might be nice to share my thoughts on why they are so good at what they do.

Most wellness business owners (and honestly, most small businesses) spend all their energy chasing new clients—but very little time thinking about what happens once someone says yes. That’s risky because:

• 97% of people aren’t ready to buy when they first meet you.

• Even after they do buy, it’s easy for them to feel neglected.

• Up to 70% of new customers leave in the first 100 days.

That’s why this week, I want to talk about how to wow your customers and build loyalty, not just make sales.

Why Your Customer Journey Is Everything

Here’s a truth many businesses ignore:

Your customers and clients judge your business more by what happens after they buy than before.

If you’re inconsistent, chaotic, or leave them to figure things out for themselves - they won’t stay. And they certainly won’t refer friends.

But if you design a thoughtful, consistent customer journey?

You’ll stand out from 99% of your competitors.

Here’s what makes a great customer journey work:

Acknowledgement – Thank them personally. Not just a generic receipt.

Structure – Don’t leave them wondering what happens next. Onboard them step by step.

Personalisation – Use their name. Tailor the experience. Small details (like a name on an envelope or a reserved parking space) have an outsized impact.

Consistency – Whether it’s email, text, or in-person touchpoints, make every interaction feel intentional.

Delight – Surprise them with thoughtful extras. A card. A small gift. Even just a kind check-in at the right moment.

Community – Can you connect customers to each other? WhatsApp groups, private events, or just creating shared experiences.

And most importantly: keep the relationship going.

The sale is the beginning - not the end - of the journey.

Will it work for you?

If you want to keep more customers, get more referrals, and spend less time hustling for new leads - this is how.

Here’s where to start this week:

Map Your Current Journey: What happens from the moment a customer says “yes”? Write it out - every step.

• Identify the Gaps: Where are customers left wondering or waiting too long?

• Personalise One Step: Add a personal touch (handwritten notes, name usage, personalised emails).

• Add a Welcome Surprise: Send a small unexpected gift or bonus after the sale.

• Systemise: Even small automations can create consistency (email confirmations, check-ins, thank-you notes).

The Key to this week’s implementation…

Your business will grow fastest when your customers feel seen, appreciated, and guided - not just sold to.

Wellness Business MOT - Price Increase Warning

Last week I launched my Wellness Business MOT and as expected it’s been really popular. So popular that I can’t keep the price this low for much longer. So for just another 48 hours you can get yours for £50, after Midnight on Sunday the price will be going up.

Working with a business coach/mentor that understands this industry, is
the fastest way to get results in your business.

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 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.