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Home Podcast

Episode 57: Improving Member Experiences with Khaled Elmasri

John Reecer by John Reecer
October 12, 2022
in Podcast
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Member Experiences
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As the industry continues to rebound from the COVID-19 pandemic and the Great Resignation, member experiences continue to be a major point of emphasis for gyms.

Khaled Elmasri, a regional director of Texas Family Fitness, recently sat down with Club Solutions Magazine Podcast host Rachel Zabonick-Chonko to describe how his team is working to improve the environment for visitors at their gym.

Over the last 20 years Khaled has worked at a wide range of clubs from HVLP to high-end, and has seen the good and the bad when it comes to serving customers. This is a great discussion  for those looking to learn about what today’s consumer expect, how to deliver a great member experience and more.

Listen to the full conversation below.

Club Solutions Magazine · Episode 57: Improving Member Experiences with Khaled Elmasri

Show Notes

  • At 1:29 learn about Elmasri’s experience in the fitness industry and with Texas Family Fitness.
  • Elmasri details what great customer service looks like and what members expect at his gym at 3:01.
  • At 5:27 hear about Texas Family Fitness’ 30-day onboarding welcome for new members.
  • Elmasri explains the three things members look for in an adequate gym experience at 7:42.
  • At 10:55 learn how the front desk and frontline workers are the heart of a club and the catalyst for member experiences.
  • Hear about the different ways the employees at Texas Family Fitness are trained and taught to interact with members at 12:37.
  • At 13:45 Elmasri describes how his gym strives to keep members loyal as a community-based health club.
  • From his perspective, Elmasri describes what many gyms often get wrong in delivering the customer experience at 15:50.
  • At 18:50 hear why your gym’s core values and culture are the essential DNA of your business.
  • Learn what technologies Texas Family Fitness uses to gauge their members’ experience at 22:32.
  • At 26:55 Elmasri details how his gym is convincing members to consider high-level exercises.
  • Elmasri talks about his favorite leadership sources such as John Maxwell and Jocko Willink at 29:30.
  • At 30:20 Elmasri explains what has recently made him smile.
  • Hear about the biggest challenge Elmasri had to recently overcome at 31:19.
  • At 33:25 learn how Elmasri rebounded after declaring bankruptcy.
  • Elmasri describes how the changing industry has shifted the focus to improving the experience for members at 35:45.

Subscribe to the Club Solutions Magazine podcast on Apple Podcasts, SoundCloud and Spotify.

Tags: club solutionsCOVID-19featuredfitnessGreat ResignationJocko WillinkJohn MaxwellTexas Family Fitness
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