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?