• EDUCATE. EMPOWER. SUCCEED.
  • Subscribe
  • Newsletter
  • Media Kit
  • Contact
  • Login
Club Solutions Magazine
  • Topics
    • Leadership
    • Marketing & Sales
    • News
    • Operations
    • Programming
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • Newsletter
    • Media Kit
    • Contact Us
  • Continuing Education
    • Club Solutions Mastermind Groups
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • CS Connect Virtual Event
  • Supplier Insights
    • Brand Voice
    • Supplier Voice
    • Supplier News
  • Podcast
  • Webinars
    • Thought Leaders: A Virtual Roundtable Series
    • On-Demand Webinars
  • Buyer’s Guide
No Result
View All Result
  • Topics
    • Leadership
    • Marketing & Sales
    • News
    • Operations
    • Programming
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • Newsletter
    • Media Kit
    • Contact Us
  • Continuing Education
    • Club Solutions Mastermind Groups
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • CS Connect Virtual Event
  • Supplier Insights
    • Brand Voice
    • Supplier Voice
    • Supplier News
  • Podcast
  • Webinars
    • Thought Leaders: A Virtual Roundtable Series
    • On-Demand Webinars
  • Buyer’s Guide
No Result
View All Result
Club Solutions Magazine
No Result
View All Result
Home Operations

Customer Service: A Service-First Attitude

Ethan Smoorenburg by Ethan Smoorenburg
September 9, 2015
in Operations
0
Customer Service: A Service-First Attitude
Share on FacebookShare on Twitter

We all want to believe that our brand sets itself apart in its own unique way. That is because we pride ourselves on the efforts we put forth in order to create a product that will assist people in living an overall healthier life.

However, there will always be something that we might not be able to provide from a facility standpoint to cater to every single person’s wants and needs. We will encounter suggestions and complaints that we must absorb and digest before reacting. When receiving feedback, always look at the situation as a positive, because you have a great opportunity to get personal by digging deeper, to service somebody who has invested in their health through you.

There is one line that I begin every conversation with. I tell the member, “I greatly appreciate your feedback, as we want to provide the best possible experience for you.”

In some cases we simply will not completely solve the problems we are faced with, because of our position or because our facility’s vision doesn’t coincide with certain demands. However, we can resolve the issue by over delivering and servicing. Efforts are far more valuable than machines, and they can be expressed with transparency. We should always address each member’s feedback, and attempt to provide a solution that benefits them personally based on our services.

We should always over deliver when accepting feedback. If a member states that they want a certain piece of equipment, it is not enough to just explain a movement they can do in place of it. Be the professional by getting up and going onto the floor to demonstrate proper form to coach and guide them. Go beyond by scheduling a consultation based on what they are looking for. If the member is looking for a hack squat machine, then go out of your way to demonstrate an alternative, and call one of your trainers over to further discuss goals and solutions. Make it so that your team has bought in to each member’s experience.

Also, take a “what’s next” mentality by following up with members who have given feedback after the initial situation has been serviced correctly. There should never be a “we can’t because” explanation, there should always be a “we can by” explanation. This can be done if feedback is absorbed and processed before simply reacting through pride.

There must be a service-first attitude in any situation in or out of the facility.

 

Previous Post

How to Attract and Keep Deconditioned, Averse or Intimidated Members

Next Post

Industry Buzz: Your Marketing Campaign Checklist

Ethan Smoorenburg

Ethan Smoorenburg

Ethan Smoorenburg is a franchise business consultant with Anytime Fitness Corporate. He can be reached at ethan.smoorenburg@sebrands.com.

Related Posts

onboarding
Features

Onboarding is the Key to Retention

February 3, 2023
Studio
Features

Studying Studio Success

February 3, 2023
Giving Back
Features

Connecting Communities: The Importance of Giving Back

February 3, 2023
CMS Provider
Solutions On

Take a Closer Look at Your CMS Provider

February 3, 2023
retaining your members
Solutions On

New Year Strategies for Retaining Your Members

February 3, 2023
software
Solutions On

Automate and Optimize Your Software

February 3, 2023
Next Post
Industry Buzz: Your Marketing Campaign Checklist

Industry Buzz: Your Marketing Campaign Checklist

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Facebook Twitter Instagram LinkedIn
Club Solutions Magazine

Club Solutions Magazine is the #1 business resource for the health and fitness industry. Established in 2003, Club Solutions provides best practice, business resources that educate and empower health club professionals.

EDUCATE. EMPOWER. SUCCEED.



The Current Issue

February Issue 2023

February 2023



Browse

  • Home
  • Subscribe
  • Newsletter
  • Media Kit
  • The Magazine
  • Buyer’s Guide
  • Contact Us

© 2022 Club Solutions Magazine. Published by Peake Media.

No Result
View All Result
  • Topics
    • Leadership
    • Marketing & Sales
    • News
    • Operations
    • Programming
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • Newsletter
    • Media Kit
    • Contact Us
  • Continuing Education
    • Club Solutions Mastermind Groups
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • CS Connect Virtual Event
  • Supplier Insights
    • Brand Voice
    • Supplier Voice
    • Supplier News
  • Podcast
  • Webinars
    • Thought Leaders: A Virtual Roundtable Series
    • On-Demand Webinars
  • Buyer’s Guide

© 2022 Club Solutions Magazine. Published by Peake Media.

Welcome Back!

Login to your account below

Forgotten Password?

Retrieve your password

Please enter your username or email address to reset your password.

Log In