Danny Fagan, director of customer service Here’s the inside scoop — Daniel’s the guy who’s in charge of keeping our customers happy. We count on him to direct a team of U.S.-based customer service pros who reflect our gym-obsessed focus. Then, because he’s so close to the customer and understands their day-to-day so well, we made him our training specialist, too. Here, he and his team ensure our customers know how to use every feature built into the software, recognizing that no matter how well-designed a product is, there’s always a hurdle to overcome. Read on for the lowdown on Daniel. [...]
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As a gym owner, customer service may be one of those catchphrases you don’t think about much. To stay competitive and keep costs down, you’ve leaned into online sign-ups, digital keytags, and reducing employee payrolls. It’s working, too. With an emphasis on cost reduction and adapting services to customer needs, small gyms have stopped disappearing from the landscape. Truthfully, if you’re a gym owner reading this blog, you’ve survived quite a clean-out. In 2019, gym ownership hit record levels, with more than 41,370 gyms in the United States, according to Statista’s research. Today, that number hovers at about 31,000 clubs. Congratulations on being among the fittest [...]
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Leadership has an element of theater and what are we as gym and fitness center owners if not leaders? Personally, I got into the gym ownership business out of an urge to follow my passion. I had a burning desire to make a positive impact and make a living doing something that shares that passion with other people. All of the trainers that I've worked with over the years also appear to have been just as determined, as far as I can tell. I think that you really only get into a career in fitness to make a positive statement [...]
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You'd be forgiven for assuming that each and every professional working in the health and fitness industry today was of the same caliber, but you'd also be very wrong indeed. In reality, the differences can be night and day which for clients and customers can mean the difference between fast results and no results at all. So with this in mind, here are three questions clients are more than likely to ask any prospective personal trainer before they agree to sign up: What Qualifications do You Possess? Qualifications often amount to no more than words on paper, but in this [...]
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We can all agree that in today's world, marketing with pictures and video makes a greater statement than with words alone. However, marketing in these realms has become competitive and tricky. Graphic design work for pictures and professional videographers can also be out of the budget for the smaller independent fitness businesses that are just opening their doors. Thus, many business owners in the fitness industry have taken advantage of social media outlets to market, because they are practically free (other than "boosting" your posts on Facebook) and can reach a countless range of people. Although the amount and variety [...]
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What are some of the things that not only bring customers into your gym, but earn their loyalty? Sometimes the little things can make all the difference in the world. Here are some of the things customers say they look for when considering a gym membership: Free or Reduced Rate Trial Period While a lot of gyms actually gear their marketing towards those customers who come in on a whim, sign a yearly membership contract and then stop coming in after a few weeks, if you're serious about getting members who will actually use your facilities, you need to get [...]
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