Along with keeping an eye on everything else in the business, gym owners often find themselves playing mediator in the event of complaints.
Effective conflict resolution and stellar customer service are crucial for maintaining a positive atmosphere, retaining members and keeping up a good reputation.
In this post, we’re going to explore common complaints that members might have and how gym owners can address them effectively.
Three of the Most Common Gym Member Complaints & How to Prevent Them
Let’s start with common member complaints. The best way to prevent complaints is to avoid giving them something to complain about in the first instance!
Billing Disputes
Billing or price complaints are one of the most frequent issues. These can range from misunderstandings about membership fees to charges for services they’ve signed up for but haven’t used.
Clear and transparent billing practices can prevent a lot of these disputes, so make sure you have a log of all transactions for each member and that you’re as clear and upfront about your pricing as possible. Whenever a member makes a purchase, provide detailed confirmation so that your members know exactly what they’re getting for their money. If you notice that you’re racking up sleeper members, send them an email to remind them to make use of their membership.
Class Scheduling Issues
Group fitness classes are popular, but confusing booking processes and last-minute scheduling changes can lead to frustration among members (and eventually high numbers of no-shows for your instructors!)
Using an online booking system for classes is a fantastic way to manage attendance and boost your bookings. You can use it to stay in contact with your attendees and communicate any schedule changes well in advance at the click of a button. It also means that members can book on their own terms instead of waiting for a member of staff to respond to their enquiry.
Cleanliness and Maintenance
Members expect a clean and well-maintained gym as a bare minimum. Complaints about cleanliness or broken equipment can quickly tarnish your gym’s reputation in the local area. One negative review on social media can be what prompts someone to take their business elsewhere.
Rather than waiting for a member to complain about poor hygiene or broken equipment, stay on top of cleaning by implementing a rota and scheduling regular maintenance appointments. Create a process for members to report issues easily and make sure that these reports are addressed quickly. Regular updates about maintenance schedules can also help manage expectations, which prevents members from being disappointed if they turn up to the gym only to find out their favourite piece of equipment is under maintenance.
The Secret to Conflict Resolution
Clear communication and effective processes are key to effective conflict resolution. Use these strategies when dealing with member complaints.
Proactive Communication
Keep members informed about any changes that might affect their experience, whether it’s a new class schedule, upcoming maintenance, or changes in billing. Push notifications, emails, and notices in the gym can help keep everyone on the same page.
Active Listening
When a member brings up an issue, listen actively. Acknowledge their concerns and always show empathy. Often, feeling heard is enough to defuse conflict quickly.
Clear and Concise Information
Whether it’s signage around the gym, emails, or membership and class descriptions, the information should be clear and concise. Avoid jargon and be straightforward in all communications.
Standard Operating Procedures (SOPs)
Standard Operating Procedure refers to the steps staff should take when a problem arises, which allows for consistency in handling conflicts across the board.
Be Open to Feedback
Create feedback channels for members to share their experiences and ideas. This could be through suggestion boxes, online forms, or regular automated surveys. Use their feedback to improve your services and identify any recurring issues.
Conflict resolution and exceptional customer service are vital for gym owners who want to foster a positive environment and retain members. By understanding common issues, communicating clearly, and establishing seamless processes, gym owners can effectively manage conflict effectively and ensure their gym is a welcoming space for all. Remember, the goal is not only to resolve conflicts, but to build lasting relationships with members through trust and transparency.
ClubRight is the go-to member management software for independent gyms, taking care of everything from membership management and billing to class bookings and online joining – plus a whole lot more. Give us a call today on +44 (0)203 884 977 or book a free online demo with one of our product experts to find out why we’re trusted by more than 1000+ fitness businesses across the UK.
