Come on….Give me a break!!!

gym

Come on….give me a break!!

(bet you are wondering what in the world I am talking about)

I was in a gym recently with one of my clients helping her think through some marketing challenges with her supporting business that serves the fitness community.  While I was there, I had the opportunity to meet the manager.  He was a nice guy with great people skills.  Within a short period of time, he was ready to sign me up with a membership.

Let me be honest with you.  I have not had a tremendeous amount of success with gyms to date. The facilities are usually clean and inviting.  There are usually plenty of motivated people that inspire me to dream of being a size 0.  I just happen to like my tea sweet, cake for breakfast, chocolate everything and my bff is pasta.  So no amount of Zumba is going to help me if I do not stop putting that kind of stuff in my body.

Moving on.

This fitness guy threw some numbers at me and I decided to have that ” hey do you want to try this NEW gym” conversation with my husband.  My hubby was open to a visit, so I emailed the motivated owner to schedule a visit.

No response.

I emailed him again.  No response.

I called to try and reach him.  No return call.

I dropped by today to see the owner because I wanted to see about scheduling a visit.

Owner was not there.

I asked the attendant when he would be back.  He avoided my question and asked if he could help.

I told him that I had inquired about the gym and wanted to set up a visit.  Before I could finish my sentence, he informed me that they are busy.  He said it is January and they are all busy. I told the attendant that I had already sent a couple of emails and had called and left messages.  He let me know he could help me and in mid sentence, left the conversation to answer the ringing phone.

I stood there and watched him start a new conversation with the person on the phone.  He totally forgot I was standing there.  I left the gym.

Come on…give me a break.

Do you think my impression of this gym is positive?

Do you think I want to come back?

Do you think I can trust my business to them?

Recap:

First impression was positive.

The next five interactions were not positive.

I attempted to give them the benefit of doubt by dropping by to get my questions answered.

Attendant talked over me.  Attendant gave me excuses for why they have not responded to me.  Attendant then offered to help me.  Then answered a ringing phone with an offer to help them therefore forgetting about his offer to assist me.

What am I talking about here?

I am talking about customer service.

Customer service basics.

Basics.

Tip Tuesday is real time:

If someone emails us…email them back.

If someone calls us… call them back.

If someone takes the time to stop into our business…acknowledge them, help them, solve their problem as soon as possible.

Focus our attention on them until the situation is made better.  Don’t give lame excuses.

As of the the release of this blog, no one has yet to return an email or phone call.

Do you think I will be doing business with this gym?

How could this business owner improve this situation?

 

 

 

Comments

  1. 1
    Jen Jackson says:

    Unreal!!! Too bad you don’t have a lifetime near you -they are excellent!

  2. 4

    So true – I don’t know how they keep their doors open. Customer service has always been key for me in my business, in fact I do too much! It really bugs me that people don’t appreciate their customers enough to take care of them. Think what their business would be if you started recommending them?

  3. 5

    I do accept as true with all the concepts you’ve presented for your post. They are very convincing and will definitely work. Nonetheless, the posts are very quick for beginners. May just you please lengthen them a bit from subsequent time? Thanks for the post.

We Love to Hear From You

*

&