How to have a great Gym Customer Service

In a gym, the service you offer to the customer is the cornerstone that will determine your long-term success and profitability. Classes and facilities are important, but the experience your users have in your gym is fundamental for user retention and brand image. In this article we will look at its importance, what elements make it up and how to improve customer service in your gym. Let’s take a look!

Importance of customer service in a gym

Customer service is more than answering questions or solving problems; it’s about creating memorable experiences that foster loyalty and referrals. Good service makes a difference in a competitive market, attracting new customers and keeping existing ones happy.

In addition, good customer service allows you to address problems and complaints before they escalate, improving the reputation and image of the gym.

As mentioned above, here are the 3 key points on its importance:

• Customer loyalty: Exceptional service builds loyalty. Users who feel valued and cared for are more inclined to renew their membership and recommend the gym to others.
• Image and reputation: Good customer service not only reduces complaints, but also strengthens the gym’s reputation. Positive user feedback attracts new members and helps you build a good brand image.
• Competitive differentiation: In a saturated market, having a good customer service allows you to differentiate yourself from the competition. In other words, it is an added value to offer your users.

Elements of a great gym customer service

1. Staff training

The foundation of good customer service lies in the people who deal with the gym’s users on a daily basis. It is essential to invest in the right training so that your team knows how to manage day-to-day situations and develop key skills such as:

• Effective communication: train your team to communicate clearly and empathetically with your members, ensuring that their needs are understood and addressed. Discover 10 effective email marketing ideas for your gym to implement this year 2024 – strengthen communication with your members!
• Problem solving: learning techniques to handle difficult situations calmly and effectively, always looking for solutions that satisfy the user.
• Product and service knowledge: Provide detailed information about the gym’s services and programmes, so that the team can give knowledgeable and personalised advice to each user.

2. Focus on users

It is about making a change of mentality and putting the user at the centre of the gym. In other words, all the strategies or decisions that are taken must be with the aim of offering the best possible customer service.

 How to start with the change?

• Customer-oriented values: Define and communicate values that place user satisfaction at the centre of all staff decisions and actions.
• Incentives and recognition: Implement recognition programmes that reward employees who demonstrate exceptional commitment to customer service, thereby encouraging proactive behaviour.
• Feedback and continuous improvement: Foster a culture of feedback where staff and customers can provide comments. Use this information to identify areas for improvement and adjust customer service practices as necessary.

Knowing what users are looking for when they join a gym is difficult. But we tell you the 8 key factors in this article: What users look for when they join your gym.

3. Implementation of tools

Tools play an important role in the management of a gym, using a management software like Reswod simplifies the day to day running of the gym and helps you to manage and improve the customer service you offer. How?

• Customer Relationship Management (CRM) systems: allows you to efficiently record and manage user information, facilitating personalised follow-up and effective communication.
• Process automation: by automating repetitive tasks such as appointment reminders, complaint tracking or satisfaction surveys, you improve efficiency and user experience.

Automating a box is no easy task. With Resawod, simplify management and increase your turnover. Find out how we can help you in this article: Automating a box with Resawod.

6 Tips to improve customer service at your gym

Throughout this article we have been looking at its importance and the elements that make up a good customer service. Now we are going to look at tips that will help you to improve the experience that users have in your gym:

1. Personalise communication: Spend time getting to know your members. Learn their names and something about them, such as their fitness goals or favourite classes. This small gesture can make a big difference in how they feel about your gym.
2. Open and transparent communication: Keep your members informed about all gym news. Use various communication channels such as emails, social media, newsletters and notice boards in the gym.
3. Listen to Feedback: Create accessible channels for members to give their opinions and suggestions. Most importantly, show that you value their feedback and make changes based on it.
4. Quick response to queries and problems: Respond quickly to members’ queries and problems, whether in person, by phone or by email. Prompt customer service shows that you value their time.
5. New member welcome programmes: Offer induction programmes for new members to help them become familiar with the facilities, equipment and classes available.
6. Satisfaction surveys: Conduct regular satisfaction surveys to get direct feedback from your members on their experience and areas for improvement.

Discover in this article the 3 habits that every gym owner should avoid in order to achieve long-term success for their gym.

Improving customer service in a gym not only strengthens the relationship with your existing members, but also attracts new members and helps you to have a stronger brand image.

By training your team and focusing on the customer, your gym can differentiate itself from the competition and attract new members while bringing extra value to your existing members. Start working on your gym’s customer service and take it to the next level!