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Feedback You Can’t Afford to Ignore


Feedback You Can’t Afford to Ignore


BY CLAUDIU POPA M


By Claudiu Popa Most fitness club members agree


that the look and feel of a club is im- portant. And members are seldom shy about sharing their particular pet peeves.


ost fitness club members ag ee that the look and feel of a club is impor- tant. And members are


seldom shy about sharing their par- erns that are frequently reported by


ticular pet peeves. membe s:


cerns that are frequently reported by members:


Here are the top 10 club design con- Here are the top 10 club design con-


1. Cramped If your reception area, locker rooms o vring through them. Remove furniture embers will be annoyed manoeu- ing through th m. Remove furniture nd store equ pment out of sight to make your spaces as open and acces- sible as possible.


1. Cramped If your reception area, locker rooms or hallways are crowded and messy, members will be annoyed manoeu-


r hallways are crowded and messy, m and store equipment out of sight to vr make your spaces as open and acces- a sible as possible.


2. Unpleasant locker rooms Pay attention to the details. Staff uld be constantly circulating and imi ating odours, mopping up pud- dles in the shower areas and wiping off countertops.


3. Machines too close Be sure there’s room to circulate fely betwe n machines. Shift pieces ound and/or eliminate less-popular


4. Improper equipment for the environment Heavy machines and bulky dumb-


2. Unpleasant locker rooms Pay attention to the details. Staff should be constantly circulating and eliminating odours, mopping up pud-


shdoles in the shower areas and wiping off el countertops.


3. Machines too close Be sure there’s room to circulate safely between machines. Shift pieces around and/or eliminate less-popular


sa pieces so people can move freely with- arout interrupting other exercisers. pieces so people can move freely with- out interrupting other exercisers.


4. Improper equipment for the environment Heavy machines and bulky dumb-


bells in an upstairs gym with insuf- ficient floor padding can create a too- noisy environment and cause problems with the tenants below.


5. Poor ventilation and odour evacuation Re-circulating sweat and CO2 can


5. Poor ventilation and odour evacuation Re-circulating sweat and CO2 can


create an unpleasant environment and may cause members to shorten their


create an unpleasant environment and may cause members to shorten their workouts or exercise less frequently.


32 Fitness Business Canada November/December 2012 32 Fitness Business Canada November/December 2012


bells in an upstairs gym with insuf- ficient floor padding can create a too- noisy environment and cause problems with the tenants below.


workouts or exercise less frequently.


6. Deteriorating equipment Address rust spots, tears in fabric,


and dented and damaged machines before members report them.


7. Poor orientation of key equipment Position TVs to avoid the glare of


bright sunlight, provide adequate shades and curtains to control the room temperature and glare, and po- sition mirrors so they are helpful and don’t intimidate some members.


8. Deteriorating flooring and wall surfaces Bubbling plastic flooring, dirty car-


pets and scuffed walls can quickly erode the pride of members and repel prospects.


6. Deteriorating equipment Address rust spots, tears in fabric,


7. Poor orientation of key equipment Position TVs to avoid the glare of ight sunlight, provide adequate des and cur ains to control the


10. Poorly maintained b fracilities


shaNo one wants to exercise with flick- room temperature and glare, and po- sition mirrors so they are helpful and don’t intimidate some members.


8. Deteriorating flooring and wall surfaces Bubbling plastic flooring, dirty car-


Not sure where to begin to refresh your club? A new coat of paint and in- telligently repositioning your equip- 9. Poor staff supervision


pets and scuffed walls can quickly erode the pride of members and repel prospects.


ment is almost always a good place to start. Then, use member suggestions


staff enforce club rules and policies. For example, staff should politely deal with members who enter with muddy shoes and those who fail to


timately boost business.


Club members appr ciate it when to further improve your facility and ul-


ering light bulbs or drink from a dirty water fountain. Grungy gyms went out of style with the first couple of Rocky movies. Be sure your maintenance pro- gram includes all visible and non-obvi- ous elements of your club.


9. Poor staff supervision Club members appreciate it when


and dented and damaged machines be- fore members report them.


staff enforce club rules and policies. For example, staff should politely deal with members who enter with muddy shoes and those who fail to wipe down machines after using them.


Time to replace those rusty dumbbells!


wipe down machines after using them.


10. Poorly maintained facilities No one wants to exercise with flick-


ering light bulbs or drink from a dirty water fountain. Grungy gyms went out of style with the first couple of Rocky movies. Be sure your maintenance pro- gram includes all visible and non-obvi- ous elements of your club.


Not sure where to begin to refresh


your club? A new coat of paint and in- telligently repositioning your equip- ment is almost always a good place to start. Then, use member suggestions to further improve your facility and ulti- mately boost business. FBC


Claudiu Popa, PTS, OAS, consults with busi- ness owners and assists organizations in build- ing exceptional facilities. He is the founder of WorkoutSmart, an organization that helps older adults reach their personal fitness goals. You can reach him at Facebook.workoutsmart.ca and Twitter.com/workoutsmart.


Claudiu Popa, PTS, OAS, consults with busi- ness owners and assists organizations in build- ing exceptional facilities. He is the founder of WorkoutSmart, an organization that helps older adults reach their personal fitness goals. You can reach him at Facebook.workoutsmart.ca and Twitter.com/workoutsmart.


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