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Constructive criticism

Article Abstract:

The operation of physical fitness centres can be enhanced by paying heed to customer complaints and responding constructively to them. Customers who complain should be considered a positive element as those who do not complain are more likely to refuse to use the facility again rather than return when their complaints have been acted upon. Health clubs should pre-empt possible causes of complaint via regular customer surveys which will identify common problems.

Public relations, Consumer complaints

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Sales talk

Article Abstract:

The IHRSA's 9th Annual Sales and Marketing Conference was held at the Walt Disney World Swan Hotel, Orlando, where the main theme was servicing health club members to gain more referrals. A recent survey has revealed that health clubs rank third in consumer opinions of the 10 biggest scams in the US. According to Leadership Edge's Gaylene Pringle, if you meet your clients' requirements, potential new members will be referred more readily.

Conferences, meetings and seminars

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Quality control

Article Abstract:

Standards should be established before the operator of a health and fitness club can begin monitoring a quality service. Procedures should be laid out for queries and complaints; mail should be allocate response and recognition times, and telephone answering can be allocated a response time. Customer surveys and audits can provide helpful opinions on the service offered, and questions can rank services between 1-5.

Quality management, Quality control

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