Excellent training is the first key to retaining club members. During cover story interviews over the last several months, major players in the industry have attributed their club’s success to great teamwork that began with rigorous training.
Take a tip from the big-time retail corporations such as Barnes & Noble and Target. Each employee is put through the same type of basic training prior to ever seeing a customer face-to-face. For greater positions, there is additional training needed; however, to ensure great amounts of success, equally throughout the corporation, each employee has been properly trained with the same basic philosophies of the business and of employee-to-customer interactions.
Like those major corporations and fitness clubs within our industry, look at putting new employees through intense training scenarios that help them learn to deal with angry members and how to resolve conflict issues within your club. Teach them to smile towards each other and every member.
Many major retail corporations teach employees to greet customers as they come through the doors and while they browse the store. It’s not uncommon to be greeted multiple times while a customer shops. Make sure everyone that wears your club’s logo greets members and makes an attempt at building relationships. Getting your employees comfortable with your members will help make your club more of a warm and inviting place where people look forward to spending time.
Tyler Montgomery is the Editor of Club Solutions Magazine and can be contacted by e-mail at email@example.com or by phone at 502.254.7021.