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Tag archive for customer service

How to Make Money Owning a 24-hour Gym

Don Roberts’ Fit 24/7 Gym keeps things simple. His gym does not boast a sauna, day care, or exercise classes. Customers know to follow the rules or get kicked out. And his club is open every day, 24 hours a day, frequently without a single employee on premise.  Stripped bare of any extras and run entirely by himself, his 550-member facility in Durango, Colorado, has been profitable — very profitable, he insists — from day one. The key to making money is minimal expenses and 24 hour access. The advantage of 24-hour gyms  In a time when nearly 20 percent of gyms closed permanently [...]

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Success or Failure

Top 10 Reasons Why New Gyms Fail

If you have opened a new gym, you must know that it is, after all, a new business. So you should be prepared to run and develop that business as a business. To do so, you must acquire knowledge about the fitness business industry, and also be aware of the pitfalls of why new gyms fail so you can be sure to avoid them. In my opinion, here are the top 10 reasons why new gyms fail... #1 - No proper business plan No business plan can be fatal to your new gym. Before starting a gym know: Successful gyms watch finances, [...]

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Gym Customer Service

What Is Gym Customer Service?

What is awesome gym customer service? Customer service is important for any business to succeed. If you own a gym, your revenue source will be directly linked to your membership base. In order to ensure your gym business survives and remains competitive in today's fitness industry market, you have to consistently provide your members with high quality service. Customer service plays a vital role in member acquisition and member retention — research by IHRSA shows interaction with fitness staff significantly decreases member dropout.  Gym members that are satisfied with the service being provided by your fitness business will automatically come [...]

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Survey Shows Small Gyms Grow By Reviews

Third Party Confirmations I was just reading the results of a really interesting small business survey, and the discussion about it, on the Club Solutions Website. The point was that community and reviews lead as the driving forces for growth across the spectrum of small businesses. Of 6,000 survey respondents, eleven percent were gym members. The survey showed that there is growth in the economy, small businesses get the most return by providing community, and that small businesses, including gyms, get a lot of mileage from reviews posted by members. The article went on to say that these reviews provide [...]

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The Diversity Bull In The China Shop

Some Thoughts Based On Recent Events Human resources issues may seem like a long stretch for the Gym Insight Blog but this is a serious set of issues that could easily cause any small business to lose the farm. I'm talking about the fast changing and very sensitive issues of equality and diversity in the workplace and the gym. Recent incidents in fitness centers, where the key issues were the poor handling of diversity and the rapidly evolving legal environment, have made this something that every gym owner should be prepared to confront. That basically means getting along with people [...]

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Customer Service Is Not For Everyone

Give Great Customer Service To Secure Your Business Future I've come to the conclusion that there's one simple key to effective customer service. It's a principle that's so obvious that it is quite simply missed most of the time. Sometimes genius lies in the simple, the unsophisticated and the literal. The key that I'm talking about here is the practice of hiring only people for customer service roles who are naturally inclined to help others. One of the best business practitioners of this sort of policy is Southwest Airlines, which has long known the importance of finding the right person [...]

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Gym Business Niches You Wish You Thought Of

The Fitness Experience Companies like SoulCycle and Spartan Race are focused on the experience you have during training or as goals to meet for preparatory training. Other systems like CrossFit demand much of your body and even with proper supervision by certified staff you can easily strain muscles and joints in practice. SoulCycle is a great example of a fitness business carving out a niche because it defies the trend away from spinning classes, which are apparently in decline. By matching charismatic instructors and style with what might otherwise be a limited format the company has created an enthusiastic base [...]

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In Pursuit Of The Smooth On Boarding Process

There is nothing more worthy of celebrating, when you own a gym, than bringing in new memberships. It gives you hope for the future as you watch your list of members grow. This so-called on boarding period is a highly critical time that you can use to secure your relationship with customers. You have the perfect opportunity to assure a high lifetime value for you, and positive experience for them. Selling Means More Than Surviving This transitional time period can determine how long new members stick around and how they present their experience to friends and on social media. It [...]

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Sales And Presentation Skills Revisited

There are people in the world who are naturals at selling and performing in public situations. Personally, I am not one of them. It amazes me when someone seems to be naturally cool and confident when eyes are all on him or her. Also, those people tend not to be trainers or managers working in gyms. I suppose that figures, helping people motivates most of the trainers that I know but they tend to have a history in jobs that are not sales related. I love working out and hanging out in the gym and so do most of the [...]

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Gym Insight Is Now Servicing Over 2,000 Fitness Businesses

This month, Gym Insight had the honor of welcoming our two thousandth customer! This is big news for us because we still pride ourselves on bootstrapping our company. We believe that the focus is customer service and providing innovative software to keep even the smallest fitness studio two steps ahead of the big-box franchise down the street. Our reputation and the the quantity of customers that we service, speaks for itself. This family business grew organically and is here to stay. Come on aboard with us to enjoy personal communications and streaming updates and features of the next generation gym [...]

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Nerd Businessman standing in front of a chalk board with Chalk Drawn Arm Muscles

The Top Reasons Gyms Succeed

A while back I wrote an article about the ten reasons new gyms fail. It was well received by the readers of Gym Insight and the discussion was very gratifying for me. But as a believer in fitness and getting results in a positive way I feel compelled to balance it out with an article about the positive side of gym startups and success. I admit that there is likely plenty of overlap between this and the previous article. These things are worth saying over and over again and doing more reps never hurt anybody. Arm Yourself With The Most [...]

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Pillow Fight in New York

Experience Is Everything

The concept of experience marketing is generating a lot of buzz among business consultants and academic thinkers right now. It encapsulates the emotional and subjective associations that come with using a product or taking part in a service. It is how your members feel about how they get along at your gym. It is all of the subjective associations and emotions they have relating to everything from the hygiene levels to the staff's attitude and the results members get from their workouts. A State Of (The Customer's) Mind As long as members are happy enough to keep coming back, whether [...]

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When The Phone Rings Opportunity Calls

Did you ever hear the old story about two shoe salesmen who were sent by their employers to one of the poorer countries of the world? The first rep sent back a telegram that said "No good here. Coming home. Nobody wears shoes." The other one also sent back a telegram: "Great opportunity here! Send shoes! Nobody wears shoes!" That ringing phone in the back office or at the front desk can be so annoying. But you have to remember that the phone is at the heart of your business. If you want that heart to keep beating for a [...]

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Student chained to and dragging behind him the word's Debt with diploma on top

Student Loans and the Trainers Who Have Them

The fitness trainers that I've worked with over the years have been a very diverse range of people. They share a love of fitness and the drive to help others achieve it. Of course, I'm speaking in very broad generalizations here, but there is another thing that all too many certified fitness professionals have. I'm talking about student loans. It could sometimes be that they followed their dreams and went all out on a bachelors degree relating to fitness, followed by fitness certification. Alternatively, perhaps they majored in something like real estate management, only to find out that they didn't [...]

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Female nurse standing in front of a blue cross sign and holding a syringe

Cancellation: Inoculation or Escalation?

This week I felt inspired to write about handling membership cancellations. There are several reasons that they come to mind right now. It's the season for peak sign-ups, which will be followed later by a wave of cancellations as the faint hearted drop by the wayside. Also, there have been some stories in the news about companies taking it very badly when customers cancel and complain. I think it's worth mentioning because you can't be too prepared when it comes to dealing with customer service crises. Mishandling complaints can lead to a vicious cycle that, in this age of Twitter, [...]

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