The International Health, Racquet & Sportsclub Association is the fitness industry's only global trade association representing over 10,000 for profit health and fitness facilities and over 600 supplier companies in 75 countries.



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IHRSA 2016 Session Spotlight: Customer Service Is Out, Customer Hospitality Is In

Hospitality isn’t just for hotels anymore.

Successful health clubs must move beyond customer service to a culture of hospitality, says Shawn Stewart, chief operating officer of O2 Fitness in Raleigh, NC.

“Customer service is delivering a promise. Hospitality is making people feel good while you’re delivering on that promise,” says Stewart, who will present the “Customer Service Is Out, Customer Hospitality Is In” session at IHRSA 2016 in Orlando this March.

Stewart has more than 20 years experience in the fitness industry, and is an accomplished health and fitness educator who has delivered presentations all over the world, including in Italy, Australia, and New Zealand. He currently oversees the operations of 24 health clubs in North Carolina and South Carolina.

“Customer service is technical efficiency—checking someone in in a timely manner, offering towel service, and helping a new member set up their workout,” he says. “Hospitality is a feeling, a warmth you give to customers as you handle their needs with heart-felt care and concern. It’s the smile you wear, the tone of your voice, and your actions that say you are thrilled they are there and will do all you can to make sure they have a wonderful experience.”

In his Monday, March 21 session, Stewart will share best practices regarding hospitality in health clubs and invite attendees to participate in discussion.

Attendees “will receive easy to implement plans and tools to quickly create a culture of hospitality,” he says.

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