Blair’s POV: Focusing on Employee and Member Experience

Each month Blair McHaney, the CEO of MXM, sits down with Rachel Zabonick-Chonko, the editor-in-chief of Club Solutions Magazine, for a frank discussion on the current state of the fitness industry.

BLAIR MCHANEY’S POV SHOW NOTES

Reflecting on the Past Two Years

• Mask mandates are finally coming off in Washington.
• Hoping to see a resurgence of members once this happens.
• It’s hard to believe what started as a two-week shutdown turned into two years of regulations and masks.
• There is a higher level of professionalism and cooperation in the industry.
• Better marketing messages have come out of the pandemic. It’s more about wellness and mental health instead of focusing on the physical aspects.
• Recovery is a hot topic right now. Even HVLP locations are getting behind it.
• A lot of innovation is occurring in the industry as we bounce back.

Focusing on Employees

• Many of Blair’s customers are talking about employee experience.
• Your workforce temperament is just as important as your member experience.
• Employees are more willing to share their thoughts to a third party rather than their employer directly.
• Call your gyms and see how they are answering the phones.

Successfully Onboarding Members

• Make sure you member management software has a really good product roadmap and a really good API.
• Make sure you can have a CRM system that is either a part of that or can add onto it and talk to it.
• Must have the voice of customer rolling in all the time.
• You have to capture the right information when onboarding members.
• Get the fundamentals right — friendliness, engaging, interacting — every day with every person.

For more insights from Blair McHaney and to learn more about MXM, the world’s leading experts on Operational Member Experience Management, visit mxmetrics.com.