Why Service Inside and Outside Your Gym is Vital

From the moment your members enter your gym to the moment they walk out the doors, as a gym owner you need to make sure they receive excellent service the entire time. This comes down to every interaction they have within your gym.

Yet the service within your walls is not the only essential piece to focus on. You also need to consider how your members are interacting with your business outside the gym. Let’s consider service both inside and outside your gym.

Service Inside the Gym

On this front, you can provide training and management to ensure your employees continuously provide a top level of service with every member they interact with. This includes every touchpoint with your staff members, such as front desk employees, sales team members, group class instructors, personal trainers, and every other position that a member encounters. You don’t want one single part of the gym to be the weak point that ruins the entire experience at the gym for a member.

To ensure superior service at your gym, take steps such as:

• Be active and present at your gym
• Keep up with complaints
• Provide ongoing staff training
• Ask members for feedback and keep an open line of communication
• Address problems when members bring them up
• Create a friendly atmosphere
• Find ways to simplify the member experience and remove hassles
• Put members first

Service Outside the Gym

The idea might seem strange, but service outside the gym is essential to your gym as well. What does this mean? We’re talking about the many ways your members interact with your business when they’re not within your brick-and-mortar walls.

If your gym is keeping up with the needs and wants of modern members, they’re visiting your website, paying for membership services online, checking your social media posts, reading your email blasts, and possibly going on your gym app. They may also be reaching out by phone, email, or chat, including outside of business hours.

It’s vital that you keep up the same level of service beyond the gym so your members always have a positive experience with your brand. In addition to efforts through social media and other digital marketing, you can improve member experience with a gym management software provider.

Your gym management software provider can offer member service outside the gym through:

• Voice support and on-call in-person support specialists to communicate with members and answer questions
• Automated payment options to make it simple and convenient for members to pay their membership fees
• The ability for members to update payment information online
• Cybersecurity to keep member information safe online
• Automated voicemails, emails or texts as follow-ups with leads and to reach out about payments or information needed from current members

Successful customer service can satisfy your gym members and help to retain them. Make sure that each interaction your members have with your business, both inside and outside the gym, is a positive one.