Stop Delivering a Service. Start Creating an Experience - With Dan Williams
episode
Fitness Education Online Podcast I For Personal Trainers, Fitness Professionals, Gym Owners & the Fitness Industry
49 min
7 chapters
transcribed 1 month ago
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Transcript generated automatically by AI and may contain errors.
Who is Dan Williams and what is Gobsmack Consulting?
Hey guys, real quick, this week's special is on our GLP One Essentials course. Registered with Allsective for six CPDs. Link in show notes if you're interested. Hi everyone, welcome back to the Fitness Education Online Podcast. Today I'm joined by Dan Williams. Dan is an accredited exercise physiologist and the founder of Range of Motion, which is a fitness business that he's been running in Perth for 20 years. He's also spent the last eight years mentoring business owners and he's just launched something new called GobSmack Consulting, which is a practical customer experience framework built specifically to help you guys, fitness professionals and business, grow. So we're very excited to. have him on the show.
A big welcome to you, Dan. How are you today?
Bex, I'm great and I've I've really been looking forward to our chat. I love talking and sharing ideas with people. So yeah, I'm pumped. Thank you for having me on.
Amazing. Yes. I've also been very excited, especially like I mentioned before we had recorded when I went on your website and saw Britney Spears pop up on your website. I was like, this is gonna be a good chat. So I'm very much looking forward to it. I'm sure we'll get into that soon a bit more as well. Um but I'd love for you to just let the listeners know exactly who you are and what it is you do.
Thanks, Bex. Um yeah, okay. So as you say, I've I've been running a a health and exercise business for the last twenty years. We turned twenty this year. We've somehow survived. Which is which is cool. Thank you. Um so I'm an exercise physiologist is my background. As you mentioned, I took my sort of learnings from the first half of that two decades and for the last eight years or so have been consulting and mentoring for business owners, a lot of people in the health and fitness space, but um a lot of people as well in other industries. You tend to be able to drag things across and benefit from one industry to the other. And I guess those those two decades of both running a service-based business and And helping people who are running service-based businesses brought me to this realization that the businesses that are differentiating themselves are not the ones who just give people a perfectly adequate level of service.
Right. And that's what most people do. But no one goes home at the end of the day and says, you know, hey honey, you have to hear about this completely adequate thing that happened to me today. Um so actually, can I give you an example of what one of these like jaw-dropping customer experiences could be?
Yeah, I'd love that.
Okay, cool. Um now just for the listeners out there, I did ask Bex permission to ask her this question on a podcast. So Bex, can I ask what year you were born, please?
Yes, nineteen ninety-six.
Okay, so that makes you thirty, right?
Yes, that's right.
All right, sorry that I've just put that out into the world. Okay.
So secrets.
Let me give you this example of like jaw dropping customer experience. There's a company in the U in In the UK called Octopus Energy. It's a big energy provider, electricity provider, right? And they did some research into nostalgia and the sort of nostalgia which is what what music is linked to people forming their identities. And what they found is that the music that was at the top of the charts in the year that you turn 14 is where you have that strongest sense of nostalgia. Right. So if you were born 30 years ago The sort of music that that you would be Pumping out at that time and you've got these strong emotional connections too. Are things like TikTok by Kesha? Yeah. So the old, you know, wake up in the morning feeling like P.
Diddy, right? That's your pump up going out song. Um music like I Got a Feeling by the Black Eyed Peas, Empire State of Mind, a bit of Jay-Z, Alicia Keys, right? Yeah. In New York, I'm not gonna sing, I just did, I apologize. Anyway, what Octopus Energy found was that this is where the strongest sense of nostalgia is. So when you call up their support line. Which is the worst possible experience anyone can have.
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Chapters
7 chapters
1
Who is Dan Williams and what is Gobsmack Consulting?
0:00–6:59
2
Why is delivering a good service no longer enough for fitness businesses?
6:59–8:48
3
How does Octopus Energy use nostalgia to turn a boring hold‑queue into a memorable experience?
8:48–30:30
4
What is the step‑by‑step Gobsmack framework for designing jaw‑dropping experiences?
30:30–33:30
5
How can a PT map every client touch‑point from car‑park to car‑park?
33:30–40:03
6
What are the three types of customer‑experience moments (pits, plateaus, peaks)?
40:03–45:17
7
Which simple, low‑cost actions can a solo trainer implement right now to create remarkable experiences?
45:17–49:43
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