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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.


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.

Rachel Zabonick-Chonko

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

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