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Home Special Content

Blair’s POV: Focusing on Employee and Member Experience

Rachel Zabonick-Chonko by Rachel Zabonick-Chonko
March 1, 2022
in Special Content
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Looking Back
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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.

Stay ahead in the fitness industry with exclusive updates!

Rachel Zabonick-Chonko
Rachel Zabonick-Chonko

Rachel Zabonick-Chonko is the editor-in-chief of Club Solutions Magazine. She can be reached at rachel@peakemedia.com.

Tags: 2021 Club Solutions Leadership RetreatBlair McHaneyBlair's POVchallengesCOVID-19featuredGYMS ActleadershipMember Experience
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Rachel Zabonick-Chonko is the editor-in-chief of Club Solutions Magazine. She can be reached at rachel@peakemedia.com.

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