We can be a fiery bunch. No one can tell you how to run YOUR business. Well, they will certainly try, just as I’m going to attempt to now. Very little is gained by winning an argument with a member. Sure, it feels good, but that doesn’t pay the bills. If an irate member ever corners you, you should speak calmly, stay collected and the fight the natural urge to defend yourself or your club.
I’ve never had a member end a hostile conversation by taking out a credit card and renewing their membership. However, I have dealt with a hot client head on, calmed them down, listened and then, when it made sense, come up with a reasonable solution that satisfied us both. On more than one occasion I’ve had them agree we’ve compromised, then look me straight in the eye and say: “by the way I think my membership is about to expire, when do I need to take care of that.” To which you should say: “now is fine, if that works for you.”
Frank Emanuel
Health Club Marketing Contributor
