Good Customer Service Results in Higher Member Retention

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Providing good customer service is essential for member retention and spreading the (good) word on your club or facility. It’s important to ensure that staff members give meaningful service to your customers in order to show that you value their patronage. There are a few simple steps that gym and facility owners can take in order to deliver excellent customer service.

Greet members

Greeting members when they check-in is an easy way to build relationships with your customers, especially with membership software that displays their information upon check-in. This makes personalizing the greeting a more effective way of connecting and showing that you value them. It’s also a great opportunity to speak with them prior to their work out and find out if they have any questions or concerns. Sending them away with a sincere parting will ensure they leave with a positive feeling and experience.

Address and listen to members

Identifying and addressing problems is another essential component of keeping your members happy. By being proactive, you’ll be able to nip issues in the bud. Additionally, frequently asking members their opinion on what can be improved will assist in finding and fixing any problems. Gym and facility owners can easily do this by utilizing their software to send out an occasional email requesting opinions and comments from members.

Reward members

Rewarding members for being loyal customers will show your appreciation for them and the business they give you. Even the smallest show of gratitude can go a long way to improving the image of your club or facility. Using your management software, you can identify long-time members and reward them with a free month of membership or personal training session.

Make Good on Promises

Gaining and keeping loyalty from your members is integral to the success of your club or facility. Keeping promises and making promises you are sure to keep will cement member loyalty to your facility. Members that feel you are undeserving of their trust may reconsider giving you their business. The rule to this one is simple, keep any promises made.

By following these steps, you can be sure that customers will always remain happy and that you’ve pushed your club or facility to its fullest potential. Adjusting customer service to be completely about your member is a full-proof way of increasing member satisfaction and retention, ultimately leading to the total success of your club or facility. As always, stay tuned for more ideas and news from EZFacility.

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