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Questionnaires among ways to get member feedback

Feedback is important. How else do you know if you are doing a good job, or if the club offers everything your members want?

That is why IHRSA tries to offer up as many hints, ideas and fellow members' programs that work for them.

This week Simon Gale, Colleen Braun and Michael Hoeber Jenkins chime in on what works at their respective clubs.

Q: How does your club solicit feedback from members about their club experience, and how is the feedback used?

A: We solicit feedback from our members via an annual club survey that we send out in January. We email it to members and also make it available at the front desk. The survey asks what new equipment, facility changes and new programming the client would like to see. We charge an enhancement fee each year and implement the most-requested changes. This usually includes adding new pieces of the latest equipment or improving a particular area of the club. Members are very happy with the changes and can clearly see that the money is used for their benefit.

Michael Hoeber Jenkins
Body Kinetics, LLC
Mill Valley & Novato, California

We randomly distribute a brief questionnaire asking members about their experience at the club and asking for ways in which we could improve. We also try to connect face to face and talk to our clients personally on a regular basis as they work out, participate in classes, etc. In addition, we hold a weekly conference call and review the thoughts, ideas and feedback with our staff. We then communicate changes and solutions through our monthly newsletter. I have also considered developing a club member advisory board, but have yet to do that.

Colleen Braun
Anytime Fitness  
Madelia & Springfield, Minnesota

Due to the relationships our desk staff has made with our customers, feedback tends to be given directly to them and passed on to management. We also make a point of getting out from behind the desk and interacting with customers in the lobby. Being a tennis club, we have had great success with "parent weeks" where the parents come down onto the courts and are a part of their child's lesson. We answer any questions/concerns they have about their child's progress. By getting feedback and dealing with it head on, we avoid any end of season complaints that may result in a child quitting.

Simon Gale
General Manager & Director of Instruction
Yonkers Tennis Center
Yonkers, New York


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