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Build strong ties and loyalty by treating members like family

ways had a personal connection to our members,” says Andrew Childs, general manager of 5 Star Fitness & Nutrition Centre in Hamilton, Ontario. We believe that one of the most im-


portant customer service skills is the ability to listen. We take the time to talk with our members and listen to their thoughts, suggestions, comments

32 Fitness Business Canada March/April 2016

he first thing people notice when they walk in the doors of 5 Star Fitness for the first time is our friendly staff. “We’ve al-

and concerns. Giving members of our facility a voice, individually and col- lectively, helps to create a feeling of belonging and thus increases business growth. We care about our members and help them tackle their goals. We want them to feel like they are part of a family and not part of a business. We’re also interested in our mem-

bers’ personal lives—their families, what they enjoy doing outside the club, and the parts of their lives that they like and dislike the most. We

encourage our staff members to show an interest in our members as people, rather than as just cogs in a machine. When members have ideas, we listen and act on these ideas when the ideas make sense. We trust their input, and we know that this will pay dividends in many ways in the long run. Gone are the days when business

owners and staff sat behind closed of- fice doors and dictated from on high. At our facility we welcome our mem- bers by name, and it is common prac- tice to walk up to members we don’t yet know to shake their hands and introduce ourselves. We strongly be- lieve that the more we know about our members, the higher the level of

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