Discover Top Posts Tagged with #member services

Work

Me: *has a problem member that won't stop talking for 2 seconds to listen to what I'm telling her*

Member: "My appointment is at 10:45 ((time currently being 9:30)) and I need a price estimate for this procedure." Me: "Sure! Not a problem. Just give me one moment while I pull up the tool and search the code." *searches code, all while member continues to repeat herself several times* "Ma'am, the code supplied, while accurate, gives me no results via our price estimation tool. So, unfortunately, I'm unable to-" Member: "I don't have a lot of time and my doctor told me this test and-" *member continues talking for the next 7 minutes about her doctor telling her she needed the test ((which is a basic allergy test and wasn't ordered by her doctor))* Me: "I was going to say that I can call reach out to our estimation support department, but they need not only the procedure code, but also the diagnostic code, the information for the doctor, and for the location." ((If you haven't caught on, the 5-W's. I already knew the procedure was to be done today.)) Member: "I don't have that. This was supposed to be an easy call and-" Me: *fakes death* *unplugs computer* *unplugs internet* *calls tech support line for work and tells them I've got a power outage*

Me: *regrets nothing*

#member services #insurance company #customer service #not in the mood today

During this upcoming season, most fitness centers experience a rush in new memberships, and NOW is the perfect time to use improved and new orientation program. However, a crowded gym with ONLY activities, equipment, and classes can be MORE overwhelming than a welcoming environment to new members at the gym.

To start gathering the right ingredients, you need to first ask yourself the following questions: Do you want to achieve an ideal orientation for your new members? Why not achieve it from day 1 and spread it to several sessions over the next couple of weeks?

Then think about including a thorough fitness assessment, facility tour, an introduction to all profit centers, and opportunities for building social connection.

Make your health club a back-to-school destination with these tips from NIHCA

The kids are back in school and everyone is settling into a routine as the summer season comes to an end. This is a great time of year to put together a “back to school fitness package” to entice members to develop healthy routines that will carry them through the holiday season and beyond.

Ideas for your Back to School Fitness Package:

Host a “family night” once or twice a week and allow your staff to shine by enlisting them to plan fitness activities the whole family can enjoy together!

Appeal to your members who are stay-at-home parents by offering training sessions and group classes during the day while the kids are at school.

Start a “Biggest Loser” challenge at your club that is open to all members and host a holiday party for participants complete with a final weigh-in. What a great way to start the New Year!

Offer supervised programming so that your members can enjoy outdoor workouts during the fall and winter months while still receiving credit toward their reimbursement.

Host a healthy holiday “potluck” where members can trade healthy Halloween, Thanksgiving, Christmas and New Year’s recipes while sampling the healthy fare!

Offer a small incentive for members who are utilizing their “back to school fitness package” by including door prizes at your holiday party. Some ideas include water bottles, hand towels, or duffle bags with your gym’s logo!

Original post.

#back-to-school #family engagement #Member Relations #Member Services #member acquisition

I once wrote about the 10 second experience that we implement with anyone we encounter. The 10 second experience is a system we use to take literally the first 10 seconds of interacting with someone to simply be ourselves and create a connection with that person. In doing so, we are able to create a more comfortable environment for our members and guests by treating them simply as a person, rather than another client.

This works great in our clubs, but often throughout the club, we are able to spend more time with a specific individual and create a deeper connection with that person. These conversations can go anywhere from how their day was, to how they met their spouse! The way to these conversations can be developed through a series of five simple questions.

Harrington also found value in a fee-based, small group, “combination” Pilates class, an additional program offered at Mountainside Fitness. TRX® Pilates, instructed by Alison Wohlfarth at Mountainside Fitness’ Scottsdale, Ariz. location, simultaneously develops participants’ strength, balance, flexibility and core stability, and shares the core values of classic Pilates teachings.

Wohlfarth, who’s been a personal trainer at Mountainside Fitness for two years, explained that combining TRX and Pilates seemed like a natural fit. “I took the TRX [Suspension Trainer®] and combined it with my favorite Pilates moves,” she said. “It worked out very well.” The class description states: “We balance the instability of the TRX system with the grounded work of Pilates, to have the perfect complement for one another.”

Fitness professionals are duty-bound to impart their passion for exercise and get the results their clients are paying good money for — even if that client has a natural aversion to exercise, or a totally sedentary lifestyle, before walking onto your premise.

But sometimes, gym staffs are a little too great at firing clients up with visions of running marathons or rocking a hot bod. They don’t ensure that newbies understand they need to take it slowly, build fitness gradually and experience a wide range of options to better understand their own tolerances.

Consequently, what often happens is that clients leap into a couple of advanced classes without proper guidance and end up, at best, not being able to walk again for a week — or at worst, injuring themselves badly.

By the time they are able to walk again without wincing, the momentum is gone — sometimes for good — and a club membership that might have paid dividends for years is lost.

For example, you could use your club management software (CMS) to track which members have never participated in personal training. Each month, do a random drawing of about five members, and inform them they’ve won one a free personal training session. Use that session to expose personal training to members who may have overlooked it otherwise.

In addition, it’s paramount that members be asked if they’re interested in personal training during the orientation process. Ask them what their goals are, and tell them that personal training may be the best way in which to reach those goals. This isn’t a lie or sales ploy — it’s no secret that a trainer’s accountability and expertise has helped countless members reach goals they they’d never achieved on their own. We’ve written countless member experiences on this!

Culinary classes have been offered since the club’s founding in June 2011. “Basically, I left corporate America, and realized nobody [in a health club setting] offered cooking classes,” Patel said. “And, it’s such an essential part to getting results.”