customers are those who feel that their input is valued and appreciated.
4. Offer payment options Our customers are average every-
day people who work hard for their money, and many of them can only af- ford month-to-month memberships. As well, many people are turned off by long-term contracts. At our club, customers can select a
membership that works for them. Our most popular memberships are one- month, four-months and one-year. Our short-term memberships often draw the most interest because the prices are reasonable and because each mem- bership option offers the same services and amenities.
5. Practice what you preach Your staff members are an extension
of you. Their unique talents and skills will only shine through with your en- couragement and direction. Don’t ex- pect them to be their best if you’re not setting the example and modeling the healthy habits, energy and integrity that you expect from them. At our gym, you’ll see me in a fitness
class four days a week. I’m not teach- ing—I’m participating. Our employees are equally familiar faces on the gym floor and in fitness classes. FBC
Lauren Walker assists Nathan, a participant in the All Fit All Ages kids program.
3. Be open to feedback When customers give me feedback
about a problem, I know it’s because they care. If their input will help im- prove the club or my performance, I’m happy to listen and make adjustments. For example, we quickly made
changes when customers told us that the music choices and volume weren’t right and that the treadmills were too close to the televisions. The worst thing to wish for is cus-
tomers who don’t complain! While no one wants to hear what they’re doing wrong, listening to and acting on feed- back is the best way to improve cus- tomer service and retain customers. Experience has taught me that happy
Lauren Walker is the manager of All Fit All Ages Gym in Port Perry, Ontario. She regu- larly contributes to the health and wellness section of the Scugog Standard. Contact her at
www.allfitallagesgym.ca.
A COPD client gets extra attention from club owner Louise Walker.
November/December 2016 Fitness Business Canada 25
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