Customer service is important for any business to succeed. Fitness centers main source of revenue are linked to it’s membership base. In order to ensure that the facility survives and remains competitive in the fitness industry, members must consistently have a high quality service. Members who are satisfied with the service being provided by a fitness business will automatically remain members and give word of mouth to the word to their family, friends, and co-workers, most importantly in the 21st century social media. One form to keep customers happy is to ensure that the members and staff are on a first name basis. It is important for employees to familiarize themselves with all the members who regularly visit the gym. This way the member feels comfortable while training and does not feel left out or alienated. Employees names and titles should be visible in the form of a tag or a badge on the …show more content…
In order to please customers that way they wont feel “forgotten about” gyms can send welcome letters, call and send birthday cards, and congratulatory notes whenever the member celebrates his birthday, send promotions, or send cards by trainers when one has reached a particular fitness goal respectively. Myself being a member of LA Fitness one of my favorite things they do each month is member appreciation in which they allow you to bring a friend for free which is always fun. They also have days in where they give free things such as power bars, water bottles and fruits. It makes you feel like hey they actually think of there members. These extra services being provided by a gym will make members feel appreciated and welcomed. Members being provided great service will have no hesitation when it comes to bragging about good service. These are also things that will posted online by members and viewed by other eyes that that haven't been
Customers usually make decision of purchase by comparing the “value” of a product or service, which can be looked as the benefit–sacrifice ratio. Many customers find the prices of most health club and gyms too high because they see little value in some of extra amenities, in other words, they find that the benefit they receive is not valuable, comparing to the sacrifices they make; in this case, the benefit-sacrifice ratio in this case is pretty low. Therefore, Planet Fitness offers good value membership, which means high benefit-sacrifice ratio for customers, comparing to other major gyms.
Another key strength for Planet Fitness is the Judgment Free Zone philosophy. This attracts the average person instead of the body builder type that typically dominates work out centers. By adopting this policy the gym can reach a larger demographic, since majority of the Oshkosh population would be considered average in terms of work out usage. Other key strengths that are associated with the Judgment Free Zone are a free personal training, and easier to use machines so that members feel comfortable in the gym. As a part of the marketing mix we plan to implement a new member orientation to help members feel more comfortable when they come into the gym. This would greatly improve our product and is a key strength to Planet Fitness
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
The founder of Crossfit, Greg Glassman, has made “possibly one of biggest fitness trends in the world” (Wang, 2016). As it has been introduced to over “120 countries,” it has given other fitness centers such as the Rock Island Fitness and Activity Center a run for their money (Wang, 2016). I, myself, was involved in the Crossfit community and very easily became hooked to the workouts, meal plans, and the overall mindset of program. When becoming a member at a Crossfit gym, individuals gain all of the benefits and more that you would if you were to belong to a gym such as the RIFAC. Crossfit is such a popular trend in today’s world because the workouts are already designed and a meal plan is provided. In a sense, this Crossfit membership allows individuals to do little to no work. This corporation has caused many Americans, including myself, to switch from the normal gym setting and jump on the current Crossfit trend. As Glassman had previously stated, Crossfit has "broken the back of the fitness industry" (Wang, 2016). When I started doing Crossfit, I kept my membership at the Rock Island Fitness and Activity Center, but to no surprise only attended the Quad City Crossfit Motown. If this community of Crossfitters continues to grow as rapidly as it has over the recent years, it could continue to become a huge threat to facilities like the Rock Island Fitness and Activity Center. If enough people were to switch their memberships to fitness centers like the RIFAC, YMCA, and Planet Fitness to local Crossfit communities the amount of money these fitness centers would lose could put them out of business. Due to everyone’s interest in Crossfit, they would not be making enough money to keep their facility safe, up to date, and appealing for all of their amenities. The Rock Island Fitness and Activity Center would not be able to treat all their risks because of the loss in business and lack of money. As I
withdraw money at the store and do not need to travel to the bank so
Instead of trying to persuade customers to buy what the LA Fitness has already produced, the marketing department has decided to produce a product for families not just individuals. The corporation has decided to do this through research. Consumer needs and wants became the firm's primary focus. This consumer-orientated marke...
Customers, the customers are told that “Joe” now works with me and, “you” will be seeing a lot
1.1 Explain the value of customer service as a competitive tool Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have the skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service.
Black, Tamara. 2008. Exercise and Fitness in a U.S. Commercial Gym.Ann Arbor, Mich.: University Microfilms International.
The Happy Guest Relationship Management (HGRM) system has seen huge success in its implementation into Hotel Lugano Dante and Hotel Berna’s business operations. The system has allowed for the continued expansion and growth of these hotels, enabling Fontana to provide a five-star customer service experience within a four-star hotel. Through capitalising on technological innovations Fontana was able to achieve these competitive advantages and standout in an otherwise saturated market. The further development of this system will ensure that Fontana is able to sustain this success and promote future growth.
As the media bombard the American public with unrealistic images, a new obsession with fitness has hit the markets. With more and more people aiming to lose weight, the fitness industry has been pressured to accommodate the high demands for efficient and entertaining workouts. This greater variety of work-outs hitting the market is a result of the diverse types of people who are trying to get in shape. Health clubs are no longer only for those 20-30 year olds who are in competitive training or those who need to be fit as a job requirement. Instead, these facilities are now packed with people of...
For many important and well known companies its people are most important asset. For McDonald’s this applies as well. Employees who demonstrate positive attitudes and ability of commitment strive to be number one in customer satisfaction. For this same reason, McDonalds’s restaurants focus on attracting and hiring the best and at the same time provide the best place to work. Unfortunately McDonald’as well as other companies have to experience staff turnover. Many of these reasons consist of changing careers, going back to school, leaving the area, and even new opportunities they are offered. Although, it can be very expensive to recruit and train staff to reduce turnover, McDonald’ reinforces these steps and makes sure they choose wisely and also treat their staff well. McDonald’ needs and looks for people who want to exceed and deliver great customer satisfaction service. In order for them to make sure they select the best, they must identify quality skills, and or behaviors that applicants must demonstrate in order to be hired and be part of McDonald’s family. Every position or job description has an outline of the regular duties and or responsibilities McDonald’ want their employees to follow. McDonald’ also has a person specification where personal skills and competences can be defined of each applicant.
McDonald’s training is far more effective than most other fast food chains. There are three elements of the training that are critical to McDonald’s worldwide: service, quality, and operations. Customer service training is a crucial part of McDonald’s training.
Customer service by definition is the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business (Lucas, 2012, pg.7). In other words, it’s making the customer pleased so that they keep doing business with you all while making sure that the employees get along and work together well. In every business there is a form of customer service. Unfortunately, it is not always excellent or even decent. Some businesses just either don’t care or possibly just don’t have the training to deal with some of the obstacles that come with dealing with customers on a daily basis. I’ve been in the restaurant business for over 13 years and I can tell you that there are skills that some are born with and others need training on, yet either way they should be used whenever interacting with customers.
I am a customer service representative at a health company funded by the state. I hear a lot and a lot is expected from me. My job description consists of talking to members over the phone. I explain about their benefits, services that we offer, obtain personal information, I verify authorization, look for provider and etc. With being the first point of contact I try hard to deliver the best customer service that I possibly can; so that I can show that I really cares about the members. The three core values that help me work with my customers are respect, honesty, determination, these three values has shaped me into the young lady that I am today, but most importantly they help me provide great customer services.