Despite these close associations Life
Time still puts each piece it considers through its own rigorous testing pro- cedures. It then shoots back input and feedback to the manufacturers. “We we have a very thorough R
and D process and go through each piece heavily,” says Regan. According to Regan, cost is never its first consideration.
Tough customers The company is also extremely par-
ticular about the equipment manufac- turers with whom it does business. “Once we like the looks of a piece
and its biomechanics and we know it’s easy to service, we look at who we’re buying from,” says Regan. “We ask ourselves, ‘What’s their posi- tion in the market?’, ‘Are they set up to serve us?’, ‘Do they resolve prob- lems quickly?’ ‘Do they have in-stock parts?’, and ‘How do they support their customers in the field?’ We’re serving 25,000 members, so this is all critical information.” What is one of Life Time’s top de- mands of its equipment vendors? Keep
the dreaded “out of order” signs to a minimum. “We’re very strict about requiring
a very quick return-to-service time,” says Regan, noting that all repairs must be completed within 24 hours. “Vendors must have all parts in stock and ready for us–it’s not a sugges- tion. In fact we send secret shop- pers to our clubs to be sure this is happening.”
Purchasing is step one Once the equipment has been pur-
chased and is in use, that’s just the start. The club immediately begins monitoring it to ensure that members are using and enjoying it. It also tracks how quickly and thoroughly vendors perform when issues arise. According to Regan, one outcome of
this very detailed purchasing process is that Life Time members are always happy with the results. “Our members and personal trainers
get input on equipment purchases, but only after it meets the company’s own criteria,” explains Regan. “Everything we pick our members like.”
The Small Chain Iron Haven Gym, P.E.I.
L
ocation, size and great energy are important drawing cards for every fitness club. But the
real secret to success is offering the best quality and best mix of exercise equipment, says Terry Adams, owner of three Iron Haven Gym locations in Prince Edward Island. “When we’ve had a good year, we
update our equipment,” says Adams. “We try to buy in early winter when the clubs are the busiest and the equipment is really being heavily used.”
Member input When it’s time to purchase, feed-
back from Iron Haven members and the club’s personal trainers is vital. “We definitely use their input,” says Adams, who says that members freely »
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