Figure 12. Untimely dirt: period of time club
Table9. A club is only as clean as its members perceive it to be. is the dirtiest.
Where do you look when assessing the overall cleanliness of the health club or gym you
currently use?
Which area of the club or gym you currently use do you feel is the cleanest and the dirtiest?
12
Which area of the health club or gym do you feel is the cleanest and the dirtiest? 11 1
Where Members Members Operators 10
2
Look To Assess Perceive Perceive
Cleanliness
+
Cleanest Area
++
Cleanest Area
++
9
oncea
3
Restrooms 75% 10% 11%
month;
54%
Workout equip-
8 4
ment surfaces
71% 13% 9%
7 5
6
Locker rooms 69% 11% 13%
Floors 68% 5% 3%
Equipment
Table10.
areas
65% 17% 13%
Top 5 Dirty Club Areas:
Showers 59% 5% 4%
> Showers
Front lobby 44% 20% 23%
> Floors
> Locker Rooms
+Multiple mentions allowed; may add up to more than 100%; top seven responses shown.
++Single mention only (shaded gray area); responses should add up to 100%, however only seven out of 13
> Restrooms
selections are presented here.
When comparing data from multiple mentions to single-mention questions, do not compare percentages, but
> Fitness Equipment
rather the ranking of the response.
cleanest area of the club (see Table 9). The notes that they not only keep a close eye compare on perceived cleanliness of the
majority of members also look to restrooms on the cleanliness of the locker rooms, lobby club, it is imperative for operators to com-
in order to assess cleanliness, but only and fitness equipment, but “the outside of municate cleanliness standards correctly
10% of members and 12% of operators the club is important, too, because when and effectively to consumers as well as
view restrooms as one of the cleanest members pull up in the parking lot, that is staff. In efforts to convey and promote
areas. Aligning these areas of review with really the first place they see.” Kosa explains, cleanliness, more than eight out of 10
high clean scores is one opportunity to “We have someone who walks the parking operators say there is a protocol in place
improve member perception. lot first thing every morning to make sure for cleanliness complaints at their clubs.
it’s clean and presentable.” Michael Mahoney, Langlotz details her club’s procedure:
Special Attention Required: Club vice president and general manager of the “First, we thank the member for voicing
Areas and Times of Day Midtown Tennis Club, in Chicago, IL, a ten- the complaint, because if it is legitimate,
Operators and club members perceive nis facility, also makes sure there is a high other members are seeing it, too. We then
common areas of the club to be dirty. The level of cleaning attention to all club areas, try to understand the details of what the
top five areas operators consider dirty are but due to the nature of his business, says, complaint is. For example, if the member is
showers, floors, locker rooms, restrooms “Our tennis courts have to be immaculate.” on the premises, we will ask them to take
and equipment (see Table 10). Operators Owners and managers believe that their us to the dirty area, or if the member is on
cite the leading reasons for areas being club is dirtiest or the least clean during the phone, we’ll ask for details so we can
dirty in a club are due to high-traffic and evening peak hours and afterward. Nearly immediately address it.” Communication
usage of these areas. Operators we inter- seven out of 10 (69%) operators believe through a chain of command was cited by
viewed reported the previously mentioned their club is dirtiest between 5 and 10 p.m. Planet Fitness as the best method. Explains
areas, but also highlighted a few more. (see Figure 12). Craig: “If a complaint is made in person,
Due to high traffic and attention to a clean the club manager will address it. Emailed
environment, Melcher comments, “We shut Talking Trash: Communicating Club complaints would be received by upper
down the kid-zone section two times a day Cleanliness to Members and Staff management, who would then be in touch
for a total of one and a half hours in order Although it is important to understand with the club manager.” This method works
to clean it thoroughly.” Additionally, Kosa how operators and members differ and well for Planet Fitness, especially since the
10 2008 IHRSA’s Guide to Health Club Cleanliness
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