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: Discover How to Deliver Quality Member Service

Technological advances are changing how consumers experience health clubs—largely for the good. But implementing new technology in your club isn’t enough to improve customer service.   

“Some clubs are starting to rely too much on technologies and scripting,” says Bill McBride, president and CEO of Active Wellness & BMC3. “These are tools, but service starts with philosophy, hiring, training, and—most importantly—leadership.”

McBride will explain how health club operators should approach technology in a way that enhances the customer experience in his IHRSA 2016 session, “The Service Fallacy: Discover How to Deliver Quality Member Service.”

He suggests that club management set themselves up for success during the hiring process by bringing service-oriented individuals on board. Then, it’s up to leadership to make sure those staff members understand the brand culture and train them on customer service and customer experience.  

“Focus first on foundations,” he says. “Then use technology solutions to support your foundations and belief system of member experience and member engagement." 

Attendees will leave McBride’s Monday, March 21 session with: 

  • Clarity on how to approach service
  • How to use tools to enhance commitments
  • How to create a value system for ROI

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