a manner that creates the most posi- tive outcomes; and how to commu- nicate the transition to prospective members who will be touring the club during the renovation period. • After completing the renovation,


survey your members to demonstrate that you authentically appreciate their input and perspective. Thank them for their loyalty during the transition by offering additional guest passes and by inviting them to bring in friends to ex- perience the new changes.


Anthony Janicas business consultant, Pro Fitness Program, Toronto


T


he decision to upgrade our Mayfair Lakeshore fitness facil- ity was made to accommodate our members’ growing fitness


interests. Before we began the complete reno-


vation, we created a plan which would allow our members to continue to en- joy the same experiences and services we take pride in providing. The most challenging component of


Melissa Raghurai


the plan was relocating our gym without inconvenienc- ing members. To do so, we transformed two tennis courts into a spacious gym. We then converted four squash


courts, by adding temporary walls, to accommodate our wide range of group exercise classes and sports program- ming. Next, our spa was relocated to a temporary and spacious area. Our team was extremely innovative, en- suring that everything functioned smoothly and that we continued to provide a high level of service. The success of the renovation was


aided by our emphasis on member communications. Leading up to the renovation, large wall wraps and sig- nage notified members of timelines and relocation areas. We also updated our members via email on the progress being made.


We encouraged members to ask


questions, and our staff members were always willing to take the time to an- swer them. Our team was happy, ex- cited and positive about the renova- tion, which made our members feel the same way. Feedback from members on the


process and renovation has been ex- tremely positive. We have seen growth in fitness since our renovation and are continuing to add services to engage our members.


Melissa Raghurai president, Mayfair Clubs Toronto


NEXT ISSUE’S QUESTION:


Which statistics that you track are the most important to you and why?


To respond to this question or to sug- gest a question for a future Q&A, contact Stephen Longwell at stephen@fitnet.ca.


May/June 2016 Fitness Business Canada 13


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