The Correlation Between Cleanliness and Retention

Are you looking to positively impact your members’ lifespans? Try impressing them with a clean facility.

What industries do you think of when you think of clean? I ask this question in our Manager on Duty training program. Why is the health club industry not thought of as a top provider of cleanliness? When looking at how to improve the lifespans of members, a clean facility is a key factor.

This month, take a fresh look at your facility and see what you can do to make it impeccable and spotless. Let’s face it: No one wants to go someplace that is less than clean, and it can be a competitive advantage to stand out in this area.

Simply being super clean shows you care about your facility and your members’ experiences. They appreciate a well-maintained club.

Check your customer survey system or Net Promotor Score database. What does it reveal? Satisfied members tend to rate the facility cleanliness high, showing an importance in it.   

Take your team with you on your spot check walk through. Empower the team to see and correct items in the moment. Teach the front-line team to look for areas that are worn, experience high traffic or need more frequent cleaning sweeps. Locker rooms are a key point of attention and opportunity to stand out.

The little things matter. Take a fresh approach to your cleaning routine. What would happen if you increased your facility walk through to every 20 minutes? On walk-throughs, look out for the following:

• Are weights racked, mats hung and equipment in the proper place?
• Are working areas uncluttered?
• Do the locker rooms smell fresh? Are the floors dry?

Members will certainly leave if you are dirty. If you’re clean, they’ll take pride in that and stay members for longer.

Andrew Barranco is regional operations and aquatics manager for Merritt Clubs.