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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Wednesday
Jun152016

4 Steps to Deliver a Service Culture in Your Health Club

Over the last decade, the number of health club member experience survey tools have proliferated. But, no matter which results you choose to examine, the same five terms keep popping up among respondents who are loyal to a club: 

  • Friendly staff
  • Plenty of equipment
  • Variety of classes/programs
  • Clean facility
  • Good customer service  

“Particularly in the health and fitness industry, we can find individuals to perform most of the specific job duties required—that talent is out there,” says Brent Darden, CEO of Brent Darden Consulting. “We all know how important it is to hire positive people who enjoy customer service and embrace that challenge, and the greatest reason people don’t do that is they don’t have a system in place to make sure it’s happening.” 

Darden will explain how health club owners and operators can such a system in his Thursday, August 4 IHRSA Institute session, “Member Retention, Experience & Engagement.”

Here some of are Darden’s steps to delivering a service culture:

  1. Make customer service a central part of your club’s core value system
  2. Recruit talent based on their ability to deliver service. (This is much more important than any technology training they might have.)
  3. Provide onboarding education and continuing education for employees so they understand and are constantly reminded about the importance of the member experience and how to make it happen.
  4. Set up a reward and recognition system that is specifically tailored to recognizing people that are delivering on those customer experience values. 

In his session, Darden will also help attendees learn how your organization can become more customer-centric and succeed at building member loyalty; discover the importance of utilizing Net Promoter Scores® and member feedback to deliver great customer experiences and gain the competitive advantage; and develop strategies to help your staff engage and retain members and explore practical approaches to deliver a service culture.

Learn more about the IHRSA Institute, August 2-5 in Chapel Hill, NC.

Reader Comments (2)

Being in fitness industry for past few years.
I totally Agree With Yur Points.
Thanks For Sharing(Y)
June 20, 2016 | Unregistered CommenterEuro
Really Best Information to keep our body fit&fine!!!!!!
August 10, 2016 | Unregistered CommenterJustin

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