Are Your Members Satisfied? Part 2

Business |

Good service is more than just a goodreturn policy. Crawford and Mathews found that consumers differentiated between various kinds of services a company can offer. The first is “pre-sale service,” characterized by a knowledgeable salesperson or front desk attendant who is capable of answering a potential member’s questions. (more…)

Are Your Members Satisfied? Part 1

Business |

How do your members perceive your facility? It is likely that their perceptions change depending on circumstances. For example, as John, one of your fitness specialists, makes his rounds, he stops by a member who is riding a stationary cycle to offer suggestions and tochat. The member perceives John as a helpful, friendly employee, and the club’s service as being good. (more…)