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What attending an Insta-Celebrity Fitness Trainer’s Bootcamp taught me about Customer Service in an Accountancy Firm, and what You can Learn from it for your own Business

What attending an Insta-Celebrity Fitness Trainer’s Bootcamp taught me about Customer Service in an Accountancy Firm, and what You can Learn from it for your own Business
Wednesday, June 29, 2016

On Saturday I went to Olympia in London, with 1,600 other women (and a couple of very brave guys) to do a bootcamp workout lead by a 24 year old Aussie Personal Trainer. Kayla Itsines is massive in the fitness world, with 6 million Instagram followers, and an industry leading app. Her 12 week fitness program is loved by serious fitties and newbies alike and it’s famous for the progress photos that her followers post. But what makes Kayla really special is her commitment to her community. Along with her personal trainer fiancé, Tobi, they’ve built an incredible business on the back of the buy-in that the BBG (Bikini Body Guide) community has. But what can we learn from her incredible business growth that can be applied to our own industries?

1. Building a community

The BBG community works because the women involved identify themselves as a tribe. They connect with each other and support one another. There was much talk about being part of a family. How can you engender this feeling in your customers?

2. Connecting with your audience

Kayla talks directly to her audience – mostly on social media, but also via blogs, on her website, and inside her app. She name checks individuals, and highlights posts made by members of the community on a daily basis. How can you make your customers feel special? What opportunities do you have to connect with your audience more?

3. Branding

For Kayla the branding is all about pink – pink banners, wristbands, bottles, towels, foam rollers – the branding is incredibly strong and consistent along all products and touch points. Stickers were handed out, massive inflatable letters spelling out “SWEAT” were used as backdrops for a million selfies. How can you get your branding to be used and shared by your community?


4. Sticking to your Principles

Kayla often talks about the importance of knowing what it is that you represent and offer, and not apologising if that doesn’t chime with everyone. When your business is an authentic representation of your core values, it becomes easier to take criticism on the chin and to stay on track. Do you know what your strategic plan is for your business? Do you communicate your core values clearly, to your customers, suppliers and employees?

5. Give Aways

Even though the tickets for this event, (and the two others she held in New York and LA this week), “sold out” in minutes, they were FREE. It would have been easy to monetise a personally-led workout and meet and greet with this famous woman, but the Sweat With Kayla team chose to make it a give away. It was sponsored, so the cost to the business was minimal, but the goodwill and publicity it bought was massive. What part of your expertise can you give away to build trust and respect in your industry?



What our clients say

For us, there is nothing better than a happy customer. Here are just a few that let us know how much we mean to them.

Pete Dungey

Simple, efficient and most importantly, hassle-free.

We found Panthera via our search for a Xero expert. We knew the software we wanted to use, and needed a forward-thinking accountancy partner who could get us up and running, and teach us the ropes moving forward. Tory and her team have always been on hand to answer our questions, and help us to grow as a business, particularly during periods of big change, such as becoming VAT registered. They are always on hand to alleviate any concerns and help to keep our records in order, which makes our year-end accounts an absolute breeze! Being based in Bristol, our relationship is entirely email based, alongside one consolidation meeting at year end - this keeps things simple, efficient and most importantly, hassle-free.

Pete Dungey Kaleido Grafik Limited
Anita van Eijndhoven

Talk Our Language

The support and service we receive from Panthera Accounting is very good. Everything from regular meetings, a prompt e mail response and the transition of our Xero software (which we find very pro active indeed) has and is all remarkably efficient. We find Panthera talk our language and make any process as painless and easy as possible.

Anita van Eijndhoven Quidne-IT
Ash & Tim Lane

Panthera brush aside the stereotype of the typical accountant

We got in touch with Panthera Accounting by way of a recommendation; we haven't looked anywhere else since. They are an extremely professional yet relaxed group of people. We were slightly daunted by the idea of accountants but Panthera brushed aside y the stereotypes. They are very understanding when answering any questions we may have. They are completely efficient, offer sound business advice, and are fantastically priced. We will continue to recommend them.

Ash & Tim Lane Starveacre Fencing
Jayne Johnson

An Asset to my Business!

The whole team at Panthera are great! Working with them has been a huge support to my growing business. They help me to understand the numbers I need to know. They give me technology solutions like Xero so that I can process things quickly and have access to my own figures. They are quick to reply, highly knowledgeable, nothing is too much trouble and as well as making sure that everything is compliant and on time, they are enthusiastic, professional and fun to work with.

Jayne Johnson Better People
John Baker

Absolute joy - they provide a first class service on every level

Working with Tory and the team at Panthera is an absolute joy - they provide a first class service on every level; from simple Xero issues through to more complicated tax enquiries, they’re always on-hand to help me get it right. I’m certainly not their biggest customer, but I’m always made to feel like their most important one.

John Baker BKR Solutions
John Castle

Professional and Friendly

I would like to say that Panthera Accounting have helped me with my business accounts for more than 4 years now. They have consistently offered an excellent competitively priced service that works both professionally and in such a friendly way that I would highly recommend them to everyone considering using their services.

John Castle Ilexanna Limited & Birch Castle Homes Limited
Jonathan Morrison

They are always there to answer queries and sort out issues

I had been with Mr Dunn for 20 years when upon his death Panthera took over the business. They now play a bigger part in the running of my business, they do all the stuff that has to be done but I don't like doing ie book keeping, VAT, wages, and returns. They are always there to answer queries and sort out issues and make sure all Tax deadlines are met. Their costs are fair, service is great and I have and would highly recommend them.

Jonathan Morrison Wallingford Builders
Pippa Scott

Professional, friendly and personal service.

Panthera Accounting have gone above and beyond the call of duty to guide and support our Company. They offer a professional, friendly and personal service that can take the stressful and sometimes frightening feelings out of running a business. They have guided us through the working of Xero and have offered “teaching sessions” on the day to day running of the accountancy package. Our only regret is that we didn’t join their team earlier.

Pippa Scott Scott's Commercial Services Limited
Sara Southey

Panthera puts the personal back in to accountancy!

Tory and her team have provided a friendly, approachable and helpful service from the start. They have delivered a quality service, above and beyond anything I could have expected. Panthera, with the help of the Xero package, have taken the stress, strain and confusion out of managing my company and personal accounts. I look forward to working with them for many years to come.

Sara Southey Bluestones Garden Design
Tracey Miller

Panthera are fantastic.

Panthera are fantastic. Always professional, going the extra mile for their clients and delivering superb service. I recommend them all the time to my clients.

Tracey Miller Bigger, Brighter, Bolder BBB

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