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SERVICE & MAINTENANCE


UP & RUNNING


A


s a gym user, it’s annoying to see an ‘out of action’ notice on the same piece of equipment for


days, even weeks; as a health club operator, keeping on top of repairs and maintenance can be a headache. Without surveying your members,


it’s hard to put a price on how much revenue broken equipment costs your club, but suffi ce to say, to neglect it is false economy. Personally I know many people who’ve left clubs because they’re fed up with equipment taking too long to be fi xed. This morning, I myself felt disgruntled when I was planning a cycle and there were no bikes working at my gym. The staff are irritatingly vague about when they’ll be working again, and I’ve advised my cycling-mad husband to hold off his membership until the equipment’s repaired. In a world where customers are


ever-more savvy and want value for money, keeping on top of repairs is vital. If members have fl agging commitment and fi nd they can’t do their workout because of kit problems, they’re halfway to becoming a lapsed member. Equally, given that many people go to the gym to relieve frustration, the last thing the club should be doing is adding to them. However, thanks to the proliferation


of new web- and cloud-based technologies, it’s become much simpler to report problems, chart progress in the repairs – handy for members who complain – and plan maintenance to avoid breakdowns in the fi rst place. And all this from a quick glance at an iPad, computer or phone, meaning you don’t even need to be on-site to be on top of repairs. No excuses.


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How much is broken equipment costing your club? Kath Hudson reports on cloud-based technology that can be used to reduce downtime and keep members happy


CLUB VITALS


Club Vitals offers a cloud-based system for maintaining equipment. Very simply, it involves a sticker being placed on equipment which has a number and a QR code. If there’s an issue with the equipment, staff can log into the cloud-based account to report the number and a brief statement, or scan the QR code. Once the fault has been reported, an engineer is swiftly informed so it reduces the downtime. A preventative maintenance module has also been added recently, to plan maintenance or cleaning. According to Skye Kaiss, president


of Club Vitals, the advantages are that it saves time: equipment is mended quicker, keeping members


happy. As all the records of each piece of equipment are kept in one place, including warranty and history, there’s also never a problem with lost communication, records are quick and easy to pull up, and it’s easy to spot if one piece of equipment has a history of problems. As it’s cloud-based, fi re, theft or server crashes aren’t a threat. “Some of our clients have reported


over 1,000 maintenance issues a year. Without Club Vitals, this would certainly not happen and, since these problems would not have been communicated, they would not have been fi xed,” says Kaiss. “Equipment downtime, along with facility cleanliness, is one key reasons why members stay or leave.”


“If members have flagging commitment and


can’t do their workout because of kit problems, they’re halfway to becoming a lapsed member”


Read Health Club Management online at healthclubmanagement.co.uk/digital November/December 2013 © Cybertrek 2013


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