I love the gym. I used to spend so much time there getting buff. But now I'm more flab than fab and with the impending move, I've had to cancel my membership.
And while my gym was brand new and all sparkly and shiny there are several things that really shit me about the place;
When a customer refers several new members and the manager tells you "Hey, thanks for that. We'll give you a couple of towels." Make sure you actually give them the towels.
When you send a customer their "Happy Birthday" letter, it might have more impact if you sent it close to their birthday in August, not at the end of October.
When a customer's personal trainer quits, you could possibly convert them to a new personal trainer by simply making a phone call , and asking if they want to try someone else. But it appears you don't want the extra $45 a week.
When the only two ab abductors in the place break, don't leave them sitting there with "out of order" signs on them for three months. They are the most popular machines in the place.
When customers are working out, its poor form to see the staff members playing cricket in reception.
When your opening hours say you are open til 9pm, don't go turning off all the treadmills at 8:45. I still might want to do some light cardio after my weights.
When a customer has their iPod stolen don't say to them "feel free to check everyone's pockets". Maybe a phone call from the manager would have been a better option.
When a customer calls to say they need to cancel their membership, don't say "OK, call this number and it's done." Maybe try and talk them into staying, or ask the reasons why, or try to get them to join the same chain in a different suburb. Never say "OK".
Sorry Goodlife Chermside, your facilities are nice and new, but you've blown it with your shoddy follow up and client retention. I shall be referring people to your opposition.