The importance of ensuring all the moving parts and people of your health club’s service network are effective and efficient.
The community of health-conscious members is growing, and facilities need to be prepared for the challenges that come with growth and equipment maintenance needs. One of the keys to your success will be an unwavering commitment to customers and ensuring the equipment is performing at optimal capacity.
In order to achieve this moving goal, you must ensure all the moving parts of the “service machine” are effective and efficient. This starts with making sure you have been supplied with the manufacturer’s suggested maintenance schedule and have requested any service-related materials for your equipment.
Most manufacturers and dealers will provide this to you at the point of sale, but be mindful, not all companies are equal. It’s recommended you create relationships with key contacts and service department members within your service and sales circles. These individuals can assist you with acquiring service materials and bulletins along with helping to facilitate the requests of any spare parts that will be needed.
This group of service staff should also be able to assist when the equipment requires repairs and can make the repairs under warranty or assist you with finding a local service provider if you do not have one on staff. By communicating personally and directly with your service network, it allows you to “feel the pulse” of this challenging industry and will help you achieve the goals you have set in place for providing the best customer experience possible.
In doing this, you retain a loyal and genuine customer and service network base that will help you retain and grow future membership volume. By effectively listening and communicating to your customers and vendors you can learn new pathways for service standards and practices which build stronger networks for future service needs.
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Jerry Savage has been the customer service manager with SPIRIT Fitness/Dyaco for over fifteen years and has held various positions to include Customer Service Manager, QC Manager, and Warehouse Manager.
