We were lucky to catch up with Bronwen Finta recently and have shared our conversation below.

Bronwen, looking forward to hearing all of your stories today. Taking care of customers isn’t just good business – it is often one of the main reasons folks went into business in the first place. So, we’d love to get a conversation going around how to best help clients feel appreciated – maybe you can share something you’ve done or seen someone do that’s been really effective at helping a customer feel valued?

I believe it’s all in the details. Remembering a story they told you and asking following up questions weeks later. Remembering a sick partner and texting them at night so to let them know you are thinking/praying for them. To remember who’s husband is deployed, who has the seriously sick parent and who comes to your business to help manage a stressful home life or relationship. This makes my clients feel seen and cared for and it has helped so much in building a strong community.

As always, we appreciate you sharing your insights and we’ve got a few more questions for you, but before we get to all of that can you take a minute to introduce yourself and give our readers some of your back background and context?

I was a professional performer for over a decade, I appeared in Musicals, TV and Films. Life of a performing was not always steady so I had a back up job in the fitness industry. After settling down with children I knew that chapter had come to an end for now and so after moving to San Diego and teaching fitness at multiply locations the opportunity to own my business kind of fell into my lap.

I was financially, emotionally and physically so ready, but I had no idea what I was doing.

I knew I was a great instructor, a people person and a performer. That’s about it. I had no idea about building a team, budgets, marketing. Thank goodness I surrounded myself with some great mentors or I would have drowned.

For over a decade I have run my business with my heart and soul. Making most of my decisions with intuition and that magical gut feeling. I have created a successful business with 20 on my team, hundreds of members and what makes me most proud is the community we have built and the reputation of not only being experts in our field but also being a fun place for our clients to thrive.

Can you tell us about a time you’ve had to pivot?

COVID Almost put us out of business but I was determined to make workouts accessable during that time.

We started free daily instagram workouts. We took the studio outside and this allowed us to develop partnerships with other local business.

I manage to keep the majority of my team and members during that time by constantly adjusting, pivoting and sheer determination .

Any thoughts, advice, or strategies you can share for fostering brand loyalty?

I have clients still with me that purchased a membership the week we opened. I have seen them get married, have children we are traveling through life together. I think people stay loyal when they can tell you, as an owner love what you do. You create real relationships, provide outstanding service and have a positive impact on their life, in my case make them feel healthier, fitter, stronger . They will remain loyal.

Contact Info:

• Website: www.therapysocialfitness.com
• Instagram: @therapysocialfitness
• Yelp: www.yelp.com/therapysociafitness