» Renovating
WOMEN’S SHOWER AREA BEFORE
WOMEN’S SHOWER AREA BEFORE
SPA AREA BEFORE
as personal training, swimming lessons, membership renewal, etc.). Our general manager is current-
ly spending about 90 percent of her time meeting with members about the renovation. She is adamant that mem- bers know we’re paying attention to them. Some members may want a free month, but that’s a big step and it can really affect your bottom line. We also spend 22–25 hours train-
ing staff about service excellence and dealing with difficult situations. Our staff members learn to LAST: listen,
WOMEN’S SHOWER AREA AFTER
apologize, solve and say thank you. We always want feedback even if it’s negative. We don’t want an unhappy member to disappear because chances of getting them back are slim. Service recovery by dealing well with an upset member is a great way to build loyalty.
3. How do you handle cranky members during a renovation?
MC: One of my favourite quotes on
change is “People are very open-mind- ed about new things, as long as they're exactly like the old ones.” Since change isn’t easily embraced by everyone we try to get ahead of any potential crank- iness. When our spinning studio was being renovated we arranged for mem- bers to spin at one of our sister clubs; when our restaurant was renovated, a nearby restaurant provided sandwich- es and salads onsite. We also respond and engage with
every member, no matter how cranky they may be, to better understand
Adelaide Club, Toronto 22 Fitness Business Canada September/October 2017
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