| IHRSA Report | Ask the Entrepreneurs Accessing Valuable Insights How do you solicit feedback from your club’s members?
u MICHAEL HOEBER JENKINS, Owner Body Kinetics, LLC, Mill Valley & Novato, California
We solicit feedback from our members via an annual club survey that we send out each January. We e-mail it to members and also make it available at the front desk. The survey asks what new equipment, facility changes, and/or programming the client would like to see. We charge a $25-$35 enhancement fee each year and use the proceeds to implement the most-requested changes. This usually involves adding new pieces of equipment or improving a particular area of the club. Our members are very happy with the changes, and can clearly see that their money is being used for their benefit. —|
u COLLEEN BRAUN, Owner Anytime Fitness, Madelia & Springfield, Minnesota
We randomly distribute a brief questionnaire asking members about their experience at the club and soliciting their suggestions about how we could improve. We also try to connect with them face-to-face, talking with them regularly on a personal basis as they work out, participate in classes, etc. In addition, we hold a weekly staff conference call and review the thoughts, ideas, and feedback that we’ve received. We then communicate the changes and solutions we intend to implement in our monthly newsletter. I’ve also considered developing a member advisory board, but we haven’t done that yet. —|
u SIMON GALE, General Manager & Director of Instruction Yonkers Tennis Center, Yonkers, New York
Our front-desk staff has established solid relationships with our customers, and, as a result, member feedback tends to come directly to them, and is then passed along to management. We also make a point of getting out from behind the desk and interacting with our clients in the lobby. Being a tennis club, we’ve had great success with our parent weeks, which involve parents coming down onto the courts and taking part in their child’s lesson. We answer any questions or concerns they may have about their child’s progress. By obtaining feedback from them and dealing with any concerns head-on, we avoid any end-of-season complaints that might result in a child’s quitting. —|
Editor’s note: If you’d like to be profiled in this column, please contact Kristen Walsh, IHRSA’s senior editor, at
kwalsh@ihrsa.org. 94 Club Business Internat ional | JULY 2011 | www.
ihrsa.org
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