Using Member Feedback

Member Feedback!!! Yikes, scary thought. Sometimes we just want to run away from the possible negativity, but we have to face it in the eye and embrace it, both negative and positive.

Remember, your members are voting with their feet. If they are in class they are happy, if a class has poor attendance you have a red flag. I know, you don’t know what to say to that instructor who is a thorn in your side, outdated and doesn’t want to change. How can you hurt her feelings because she’s been there longer than you — the director? I know, we all have one of those … it’s time, get rid of the blood that is bleeding venom into your program and treat it like a business.

Instructors are not your friends — they are there to fill your classroom. So, use the member feedback to your benefit. Members will let you know what classes they like and what and whom they are not fond of. This is your ticket to create an amazing schedule. A schedule that benefits your members and get’s rid of your not so popular, not so good instructors. Remember, there is always a reason why a class is poorly attended.

There are many ways to get great member feedback but here is a super suggestion. Each quarter have a “member feedback” week. At the beginning of each class take five minutes to hand out surveys asking questions that pertain to your Group Fitness Schedule. The survey should be anonymous so the members are free to voice their opinion. Ask them anything, from what classes they like to who their favorite instructor is. Ask them what they would change and what they would keep. Ask them everything and anything to get a real temperature on the performance of the program.

Then, read, assess, troubleshoot, discuss with your management and finally… implement change. Write a Group Fitness newsletter highlighting the member responses and “what members want” and what you will change moving forward. Be proactive in responding to their needs both in writing and in an action plan. This will go a long way.

Lori Lowell is the President of Group Fitness Solutions, LLC, and owns 8 Fitness Facilities in Virginia and Wisconsin. Contact her at lori@groupfitnesssolutions.com.

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