From top to bottom, anything you do at your facility requires looking from multiple perspectives.
When Maica Peterson, the co-owner of Chuze Fitness, makes any decision that affects the company’s clubs, she looks at the decision from multiple perspectives. That is because as an individual, it can be hard to think of things from multiple points of view.
To get these different perspectives, Peterson leans on her team. “Our team is made up of women and men and all types of different people from all different walks of life,” she said. “We’re thinking of all our members from the children, to the females, to the males, to our adult members — everybody, and trying to make everyone feel the most comfortable.”
To get honest feedback, Peterson explained Chuze Fitness fosters an environment of open communication among staff. “That’s something that we definitely work hard on,” she said. “We do a lot of employee appreciation and are always encouraging them to come to us with anything they ever need.”
To Peterson, looking at decisions from multiple points of view, including employees’ and members’ perspectives, is key to providing a great experience to Chuze Fitness’ clientele. This is exemplified in every aspect of the clubs’ design, layout and offerings.
For example, when it comes to the gym’s layout, Chuze Fitness opted to have HydroMassage beds in individual rooms, versus being out in the open. Peterson explained they thought this would appeal to women who crave privacy. “As we design our clubs, we’re mindful of our demographic,” she said, noting that Chuze Fitness’ membership is comprised of around 55 percent women.
This thoughtfulness is extended to kids’ perspectives as well. “The kids’ club is its own little thing,” said Peterson. “Who are our members in there? Well, the kids. So what do our kids want to do? What makes the kids have a great time?”
To Peterson, the key is being open to your customers’ wants and needs. “It’s really just being mindful of everyone’s different perspectives and what’s going to appeal to the most people,” she said. “What’s going to make the most people feel good and comfortable in our clubs and want to come back?”