READ THIS: AMAZING CUSTOMER SERVICE IS ESSENTIAL!
I hope that first line really sticks. It’s not good enough to just have decent, or “pretty good” customer service. If you don’t strive to have AMAZING customer service, you’re probably in the wrong game.
Last week my new wife and I were on our honeymoon in St. Lucia. The resort, hands down, was amazing! However, even as amazing as a resort in St. Lucia could be, there can always be a problem, and we had a problem arise. It wasn’t a huge issue, but it unfortunately embarrassed my new wife pretty badly. I thought to myself, what’s a new husband to do? If I couldn’t fix this, what was my worth?
Like any club member that could potentially have a problem, I quickly went to our front desk and asked for the manager. This is where things went from bad, to getting better, very quickly.
The manager arrived promptly and asked about the issue. Once I told him the story, I went on to describe how it had made my wife feel and how it had practically ruined her day. Maybe that seemed a bit over the top considering it was a dinner issue, but who is to argue with an upset wife — I’m a quick learner.
The manager was sympathetic to my issue, apologized and said he would take care of everything and had already called to speak with the restaurant manager whom created the issue. He spoke with me for as long as I needed, answering all of my questions and assuring me he’d take care of everything.
The next day we received a phone call offering us a complimentary dinner at one of the paid restaurants. Was it necessary of them to do so? Probably not, but it went a long way with my wife and I. It rejuvenated our belief in the resort and gave us a sense of comfort for the remainder of the vacation.
Personally, I’ve never experienced customer service on this level. Additionally, the resort would never get a bad review from us, or anyone else that attended based on the level of customer service. All we heard throughout the week was how nice and accommodating the staff was.
If someone walked into your club and spent a week exercising, do you believe they would be noticed by anyone other than your club management software? How much do you strive to have AMAZING customer service? Spend some time this week working with your staff to ensure that no customer could ever say they experienced bad customer service at your club. Strive to be great and provide your members with an AMAZING experience.
Tyler Montgomery is the editor of Club Solutions Magazine. Contact him at tyler@clubsolutionsmagazine.com.
