Is It Just Me, Or Do Gyms Lack Customer Service

Is It Just Me, Or Do Gyms Lack Customer Service

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This is a discussion on Is It Just Me, Or Do Gyms Lack Customer Service within the Health and Fitness forums, part of the Topics of Interest category; I just started at a new gym and I am kind of shocked by the lack of real customer service ...

  1. #1

    Is It Just Me, Or Do Gyms Lack Customer Service

    I just started at a new gym and I am kind of shocked by the lack of real customer service there is. There's all this equipment and there's not a built-in process to show new people around the gym. I used to work in a MMA gym and I never realized how important that tour is. For an MMA gym, its really just a room with weights but still I walked everyone through and made them familiar- so why would a traditional gym just throw the new customers in.

    If their job is only to get your information and send you automated emails, then you don't really need "sales" people. And if the excuse is, they are busy, then do a once-a -week gym tour for all trial members. I bet the sales for the salesman that held those tours would go through the roof.

    I could go to a different gym, but I have a few friends that have memberships to this particular gym so that's really the selling point. If businesses keep getting lazy people will wise up to it and go to another gym.

    Maybe this was my problem for going to a larger gym, but have you seen this as a problem?



  2. #2

    The gym I go to offers to give you a tour of the equipment when you join and all of the equipment has instructions on how to use it properly without injuring yourself. I opted out of the tour because I know how to read instructions.

  3. #3

    I agree. I tried Golds gym for a while, there's a bizarre obsession with machinery, probably cultural. Can somebody explain that?

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  5. #4

    There's directions on the machines at my gym too. I don't expect the salesman to teach me how to use each and every machine but if that is my "home" gym location, I should know the general flow of the equipment ie cardio equipment is upstairs, free weights are to the left, leg machines are in the middle and ya da ya da- instead it's just let me see your ID and bye.

  6. #5

    Quote Originally Posted by yentipeee View Post
    I agree. I tried Golds gym for a while, there's a bizarre obsession with machinery, probably cultural. Can somebody explain that?
    Can you explain further what you meant by "bizarre obsession" with machinery?

  7. #6

    I personally think they do lack customer service also. It's almost as if the sales reps draw you in and make you feel welcomed until you've signed up and then you're left in the deep end without a clue on wtf you're doing.
    I'd say this behaviour relates more to your gym franchises that are clearly in it for the money where as private gyms tend to be owned by people with more passion within the industry and therefore hire likewise individuals.


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  8. #7

    It really depends on both the different gyms (membership prize often reflects the completeness of the service, and translates itself in full tourns and actual personal programmes with 'coaches') and the region in which it's located. The latter being a matter of regulation; obligated tests for new members as a result of the government's health precautions and so on.

    What bugs me more are the prices and their deceit character. The frameworks they use are ridiculous, and equally corrupt as the Telecom sector for example.

  9. #8

    I recently came to a gym for the first time and this is exactly my impression. I was promised there would be someone, but instead I just asked a few random experienced-looking guys for tips and looked at others users working out.

    Many machines have directions although they are in various languages. One had them in English, another in German and so far it was fine, but the third one had ones written in Dutch and thankfully turned out to be very simple to use.

  10. #9

    From a business perspective, investing in having stellar customer service at a gym would make very little sense (unless you were a niche gym). Planet Fitness became a niche saying they're "not really a gym", because Pizza Tuesdays etc.

    Looking at basic numbers, gyms look to only expect 20-30% of their gym memberships sold to be used during any given month (with the obvious exception of January, the resolutions wear off after 3 weeks). Most people tend to keep their membership for psychological reasons ("I'm happy that I have a gym membership, because I can go anytime and get healthy! Oh wow, I haven't been to the gym in 3 months, I'm definitely going to go soon and make time for it. The cycle continues etc."). The business knows this, and if everyone who had a membership were using it sparingly to frequently a lot of people would leave due to large crowds and long waits for weights.

    That being said, if a better customer service model is used to keep retention and to have several more people utilize the gym more often, it would be self sabotage.
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  11. #10

    Is this a larger chain gym? I've found those lacking in customer service.
    I belong to two private gyms one is a boxers gym and the ither just a smaller gym, and their customer service is awesome.


     
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