This page contains a Flash digital edition of a book.
OCK.COM
.IST

WWW
ALL PICTURES:
Exchange rates Some clubs have kept construction workers’ memberships open, for free, if they help out with jobs in the club
“I think it’s also important that we do overlay this with a common sense
as an industry make it clear what a
Some club owners freeze
approach to personal circumstances.”
12-month agreement is. The member
memberships or
Eric Keller: “This really comes down
is buying a 12-month membership and to making your policies fair and clearly
is just choosing to pay for it monthly
payments for a period of
defi ned in your membership materials,
rather than as a lump sum. If you and then sticking to your policy.
bought a car and paid for it on fi nance, time to help members Nothing can destroy a club’s reputation
but didn’t drive it any more, could you faster than cutting deals for some
take it back and cancel the fi nance payment? Of course not.” members while sticking with others. So the key is consistency,
Eric Keller: “We’ve always encouraged our club operators to compassion, but ultimately understanding that you as a club
have a tough but fair policy with cancellations. We encourage operator also have obligations in the business.”
them to fi rst take the approach of the fi tness advocate Terry Gibb: “It’s not a matter of reacting, but being
– meaning they really should encourage the member to proactive. As service providers, we should see ourselves
reconsider fi tness as a priority that all other things in life feed fi rmly in the hospitality industry and ensure all our customers
off, especially during a time of stress and uncertainty. If you’re are fully aware of all our contract agreements before they
taking care of your body and your health, then you’re better commit to signing up. At the time of purchase, it’s important
equipped to cope with stress in other areas of your life.” that the sales person reiterates that a 12-month agreement
Stephen Aucott: “We’ve always taken the approach that or a no contract option is available.”
long-term relationship building is a better strategy by far when
it comes to dealing with members’ cancellations. We have our kath hudson
terms and conditions and a contract is a contract. However, we healthclub@leisuremedia.com
june 2009 © cybertrek 2009 Read Health Club Management online 59
healthclubmanagement.co.uk/digital
Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76  |  Page 77  |  Page 78  |  Page 79  |  Page 80  |  Page 81  |  Page 82  |  Page 83  |  Page 84
Produced with Yudu - www.yudu.com