In today’s market, nearly every club has state-of-the-art equipment, comprehensive training programs, and qualified staff. Standing out from the competition is no easy task. If you want to set your fitness club/gym apart, you need more than professional expertise; you need superior customer service.

Make each of your staff members take the quiz below to test their customer service skills.

Questions:

1.     A member you are unfamiliar with comes into the club you work in, you...

a)    Stop what you are doing, smile, greet and acknowledge the person. 
b)    Stare at the person, saying nothing.
c)     Look up from what you are doing, smile and then go back to what you were doing because that is your job and responsibility.

2.     A "regular member" is in violation of one of the club rules (membership, payment etc). You...

a)    Go upto the member, take the member aside and inform him of his wrong doing. 
b)    Go up to a member during his workout and inform him about his wrong doing.
c)     Allow the member to enter and do not say anything as he is a member and we cannot afford to upset him.

3.     You are chatting with a co-worker or member at the reception and the telephone rings. You...

a)    Cease your conversation and excuse yourself, pick up the receiver and answer cheerfully.
b)    Pick up, but continue your current sentence as you lift the receiver as it is important to answer the phone.
c)     Let it ring while you continue your conversation; it is rude to stop your conversation mid sentence with someone.

4.     You can see 2 members waiting in line to use a treadmill. You are on one and another member is on one. You...

a)    Get off the treadmill immediately.
b)    Wait until the member gets off the treadmill and then get off yourself. You are permitted a stipulated amount of time on a machine and will not exceed that time. 
c)     Continue your workout and request the members to wait for 5 minutes.

5.     A member wants to take you out for a meal (irrespective of gender). You…

a)    Apologize and politely decline stating that it would be unprofessional on your part to accept.
b)   Accept as it would be rude not to and inform management of the same.
c)    Accept and ask if you can bring a friend along.

Answers:

1. A member you are unfamiliar with comes into the club you work in, the correct thing to do would be to stop what you are doing, smile, greet and acknowledge the person. Irrespective of whether it is your job or not, it is your responsibility to extend a helping hand. It is only polite to attend to a member walking into your facility.

2. A "regular member" is in violation of one of the club rules (membership, payment etc). You would go up to the member, take the member aside and inform him of his wrong doing. See if you can assist to correct the violation. Maybe the member has unintentionally done something wrong. Be polite and firm in your interaction and ensure that no embarrassment is caused to the member. Do NOT call the member to you. You must approach the member. It is important that you bring any wrong doing to the member’s attention, as you do not want to encourage other members to do the same. The manner in which you communicate with the member will ensure that you do not upset him and he stays a happy member.

3. You are chatting with a co-worker or member at the reception and the telephone rings. You will cease your conversation and excuse yourself from your current conversation, pick up the receiver and answer cheerfully. Do not pick up, but continue your current sentence as you lift the receiver. It is rude to do so. Also do not let it ring while you continue your conversation. This shows poor telephone etiquette. Excuse yourself from your current conversation, pick up the receiver and answer cheerfully.

4. You can see 2 members waiting in line to use a treadmill. You are on one and another member is on one. You will get off the treadmill immediately. You must always show preference to your members in using club facilities and services.

5. A member wants to take you out for a meal (irrespective of gender). It is advised that you apologize and politely decline stating that it would be unprofessional on your part to accept. Getting too friendly or familiar with members can sometimes lead to complications. In order to avoid putting yourself, your organization or your members in an awkward position, it is advised to maintain a strictly professional relationship with members.

If this article on fitness center software, gym software and health club management interests you and you need more assistance on the same, please feel free to contact us on This e-mail address is being protected from spambots. You need JavaScript enabled to view it for a consultation. We would be glad to help you make you club a success. http://fitnessforce.in

Comments  

 

0 #2 shweta 2010-05-09 12:34

really a useful article,

can be used to train staff

Quote

 

 

0 #1 priya 2010-02-21 12:33

Very helpfull

Quote

 

Refresh comments list
RSS feed for comments to this post.

Add comment

Name (required)

E-mail (required)

Website

Notify me of follow-up comments

Refresh

Send

Cancel

JComments