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.



From educational tools and events to promotional programs and public policy initiatives, IHRSA brings you success... by association!

Join | Renew
Pledge Your Support

Search IHRSA Blog
« Under President Trump, 3 Possible Scenarios to Pass PHIT | Main | 15 Surprising Facts About Health Club Member Retention »

Health Club Member Experience Is the New Customer Service

In today’s increasingly internet- and device-addicted world, the customer experience matters more than ever—especially when it comes to health clubs.

“Fitness is no longer simply about the physical—today, it's more about how we make people feel about themselves,” says Jarod Cogswell, founder of FIT Academy and Enterprise Athlete. “Our customer service systems must reflect our sincere support, quality care, and immense desire for a relationship with our members and clients.”

Cogswell will share his strategies to connect with members in his Thursday, February 9 webinar, “Old School Ways to Win the Battle.”

Member Experience Is the New Customer Service

“Customer service is no longer impactful enough to keep people coming back. It's a dead term,” Cogswell says. “Member experience encompasses customer service protocols, but it's so much more than that.”

Here are two of the five strategies to enhance member experiences that Cogswell will expand on during his webinar:

  1. Learn members’ names. “The number one strategy is to simply know someone's name. It's so simple, but powerful. Using and remembering names is the foundation of the experience.” 
  2. Dig into members’ “why.” “Why are they at your facility? Why do they want to lose weight, get stronger, more fit, etc.? Know their purpose and you will find their internal motivation to keep coming back.”

More Old School Ways to Win the Battle

In addition to member experience strategies, Cogswell’s webinar will also help attendees: 

  • Review your brand identity, purpose, and story.
  • Learn how to create a dynamic culture.
  • Discover 10 no-cost retention tools.
  • Implement five strategies to enhance member experiences. 

“Attendees will rediscover the basics to delivering the best member experiences to enhance or build their brand identity and values,” he says. “They will dig deeper into their unique points of difference and leverage their business strengths over their competitors. And they will find their own motivation to keep up the good fight to change lives.” 

New Call-to-action

Reader Comments (3)

As a member of FIT Academy since day 1, I can attest that Jarod shows such care and love for his members. I am not a gym person by birth but belonging to FA gives me the support and caring I need and that no other place I ever belonged to before did. Jarod has created a terrific culture with all the staff and coaches.

Just a couple of cents from someone who knows what it's like to be a member in his club.
January 26, 2017 | Unregistered CommenterMicah Martinez
Totally loved their customer service!

My review -
January 26, 2017 | Unregistered CommenterWalia Khan
Totally agree... at the end of the day we're in the people business.

The team at :)
January 26, 2017 | Unregistered

PostPost a New Comment

Enter your information below to add a new comment.

My response is on my own website »
Author Email (optional):
Author URL (optional):
All HTML will be escaped. Hyperlinks will be created for URLs automatically.