After months of isolation and social distancing, creating a feeling of connection within your facilities is more important now than ever before.
However, with all of the challenges we juggle daily — both professionally and personally — it’s easy to lose focus on delivering truly great service.
This is where a service-focused business strategy comes into play. Such a strategy will drive member and employee loyalty, and help our clubs recover stronger.
How can we showcase the personal touch of hospitality during these challenging times?
Stay positive. As much as possible, deliver your club’s messaging in a positive tone. Focus more on what is available instead of what is not. Remind members in every communication of how much they are appreciated and how we are all in this together.
In addition, share positive stories on social media as much as possible. People need good news during these difficult and unprecedented times.
Train and re-train your team. Even with new safety and sanitization procedures in place, remind your team service is still a top priority. Coach your staff on showing empathy, taking the time to listen to members and smiling, even though they are wearing masks. A smile always reaches the eyes.
Lead by example. As leaders, we have to demonstrate and deliver the same empathy and service we expect from our team members. Although we are busier than ever, it is vital to connect with your team on a regular basis. Take time to ask how they are doing — both in their professional role and personally — and let them know they are valued.
Spread kindness. Kindness is powerful. No matter what kind of challenges or difficult decisions the day may bring, make it your goal to make someone else’s day better. It can be as simple as taking a little extra time with an employee in the club, reaching out to a member on freeze to let them know they are missed, or any other small gesture of kindness.
The positive energy you will get in return will help you re-charge and stay focused on what we all love: making a connection and helping people improve their lives.
