Lip Service After the Sale!

“We are the most customer service-oriented health club in the area.” Does this sound familiar? I visit a lot of gyms offering  health club consulting, gym marketing campaigns and health club promotions worldwide. Consequently, I talk to a lot of salespeople (if they can call themselves that) ((another post for another day)) most  say their gym  provides  great customer service. Most health club owners splash customer service messages all over club marketing.  While I’m sure these folks mean well,  I’m not sure they know what customer service means. SO, I  ask them ”What do you mean?”  The membership consultants  then proudly spout off………. we keep the gym very clean, we offer a free fitness evaluation, our classes are at convenient times, we know our members by name, there’s disinfecting spray strategically placed throughout the gym to clean equipment.BLAH BLAH BLAH, Hold Up junior.  That isn’t customer service!  That’s basic expectation  of all gym members.  If other gyms in your market aren’t providing this consider yourself lucky. The list goes on but  flat screen TV’s or WIFI isn’t customer service either. It’s nice but, not service.

So what is gym member customer service? I believe it’s the touches and service after the sale. The things health club members may not notice or even ask for but, that you consistantly deliver. How many times have you called a new member 1wk, 30 days, and 6 months into their membership to see how they are enjoying the club and what could be improved. Why not give members a free Birthday PT session and a smothie (WTH is a smothie…..Smoothie) Don’t know members b-day date (shame on you). How many anonymous gym member concerns are posted in the facility with the timely solution gym management used to rectify it.  Are there fresh cut flowers at the desk(free on trade), How many waters  were given to spinning participants last Friday, How many fun off-site member appreciation parties have you had in the last year.

Not everyone expects this level of SERVICE but they sure miss it if /when they visit another club! Better hope it’s not a club Vitality Marketing Group has consulted ; )

Yours in Good Health,

Frank Emanuel,THCP

P.S.

For more ideas you owe it to your members and your fitness club or personal training studios bottom line to check out all the tools at the Gym Success Site. This is the ultimate resource in the effective club owners arsenal.

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