Jenny Hymer, vice president of customer success at MXMetrics, contributed to this article.
Ken Blanchard, Ph.D., business consultant and author of The One Minute Manager and other bestselling business books, often cited an expression from his colleague Rick Tate: “Feedback is the breakfast of champions.” Rick and Ken would explain this using sports metaphors. Can you imagine high-performance athletes training for the Olympics without anyone telling them how fast they were running or how well they were landing their triple axels?
Just as athletes use regular feedback to achieve their goals and develop their potential, customer feedback is essential for health clubs and studios to deliver the best possible product and build relationships with their members and guests. And, when it comes to feedback, Ken stresses that the more timely the feedback and the more regularly it is collected and acted on, the more effective it is.
High-quality customer feedback is critical to improving retention rates and improving word-of-mouth marketing. Customer feedback can take many forms and this article details how to collect it and use it.
This article is one in a series of 28 Best Practice Guidelines for Operating a Fitness Facility.
We have broken up these guidelines into three categories to help you easily navigate through your customer review to-dos.
Collect Feedback From Multiple Sources
Coach Your Employees
Track and Report on the Feedback You Receive