How to Manage Health Club Guests

Customer service is the lifeblood of any business. Yet, the importance of how to treat customers is often overlooked when running a business. For health club mangers, taking care of club guests has to be the top priority. Don't spend all your time and marketing dollars going after new customers. Instead, expend your efforts in nurturing and keeping current guests. Make them your priority.

Difficulty: Moderate

Instructions

1. Treat your customers as guests of the health club. If you treat them like VIPs, you will have fewer customers canceling memberships or allowing memberships to lapse.

2. Look at the big picture and don't micro-manage your staff members when they deal with guests. If you've trained your staff well, they should be able to handle most issues that arise in a helpful, friendly and knowledgeable way.

3. Listen when guests talk. Even if you don't agree with what they're saying, you need to listen attentively. Every guest should feel important.

4. Attempt to tactfully settle disputes that are brought to you. Deal with complaints in a courteous manner, and don't make promises to guests you can't keep. They will appreciate your efforts to respond even if they don't always agree with what you do.

5. Create relationships. If you build relationships with your guests, you will also build your business. Be genuine, because your customers will detect any insincerity.

6. Find ways to make your health club the best in town. Quality service always wins over price.