» Member Service All About the BY BARB GORMLEY
Members G
ood customer service is the lifeblood of any business. You can slash prices, host fancy parties and spend thousands on upgrading your
equipment. But unless members are enjoying your facility, are attending regularly and are spreading positive word of mouth to their friends, you won't be profitable for long. Not sure how to perk up your club’s customer service skills? Let the following anecdotes inspire you.
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been treated and was healing, but he walked with a cane because of it. Twenty minutes after his appoint- ment had finished, she happened to look out the window and saw that he hadn’t yet reached the bus stop (about 400 metres from the clinic). She asked the manager if she could order a taxi for him. The manager agreed, and the nurse ran out to bring him back to wait for the taxi.
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Personal trainer Debbie Veinot, a 22 year veteran at Sweat Co. Studios in Vancouver, B.C., trains her clients Paula and Danielle.
28 Fitness Business Canada May/June 2013
Michelle Gobeil registered kinesiologist, Diabetes Management Centre Mississauga Hospital Mississauga, Ont.
Outstanding customer service encourages members to stick with you for the long haul.
ne of our clients came in for a class just before our Easter long
weekend closure. She excitedly showed us a bag full of really nifty Easter deco- rations she had just purchased for a dinner she was putting on the next evening. After class she forgot her bag full of goodies in our change room. We did everything possible to get in touch with her before we closed. By the time she emailed us, we were shut down for the holiday. We emailed her and told her we would drop the bag off the next day before her dinner. She was com- pletely blown away when we rang her bell and delivered her special Easter goodies!
Maureen Wilson owner, Sweat Co. Studios Vancouver, B.C.
www.sweatcostudios.com
nurse at our diabetes clinic saw a patient with a foot ulcer. It had
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