Club Solutions Feature – Why Customer Service Matters for Gyms

Recently our Vice President of Operations, Sally Akiona, wrote a great article that was featured in Club Solutions magazine. Here is a a little preview of the article.

As 2019 starts, most gyms are figuring out how to retain as many new members as possible after the January rush is over. While plenty of people will be signing up for gyms come the New Year, most of them aren’t sticking around. So how can gym managers strive to deliver the best member experience while they can? With customer service.

Contrary to popular belief, most people don’t quit coming to the gym because they aren’t seeing results. No, they actually aren’t coming because of the personal aspect. People want to feel connected — a part of something — and if a gym isn’t giving them what they need, they’re going to look somewhere else.

Here are three ways customer service impacts your gym’s overall success:

1. Increase member retention: If you treat people well and deliver the level of service they’re looking for, they’re going to keep coming back. Think about customers who have been there for years. What brings them back day after day? They feel part of something bigger.
2. Grow referrals: When your members are happy with your services, they’re going to tell their friends. People are four times more likely to buy when referred by a friend, and the lifetime value of a new referred member is 16 times higher than a non-referred member.
3. Boost industry reputation: While it may seem as though there is a gym popping up on every corner, it’s still a relatively small industry and people talk. If you’re trying to appeal to a local audience, you especially need to be aware of your industry reputation. If you’re known for your stellar customer service and well-regarded in the industry as a whole, it’s a huge win for your entire team.

  To read the full article. Please CLICK HERE