For better or worse, the reason why very often you remember an experience in a company or shop is precisely the approach you took with the worker who welcomed you and made the experience different from what you had expected.
Obviously, we cannot fail to offer a well-kept context in which to propose the pursuit of wellness and body care. However, like in every service, fitness is closely linked to the experience offered to the customer, an experience that a 4 walls structure can hardly propose by itself every day.
How do I select my staff?
Each choice leads us in a different direction and the lack of knowledge leads us easily into error.
If clubs today are distinguishable from one another because of the people who work within it, the choice of the staff is extremely decisive, because it will influence in a preponderant way the image of the club itself as well as the experience of the users, who in turn affect the popularity of the club through their word of mouth and their loyalty.
Different staff for different clubs
By concentrating all phases of your work into one team, you can manage all the different moments in a member's life in your club just by paying attention to the attitude and work of one single group.
Each staff team must now specialise in their role. For example, a receptionist, in order to welcome a new prospect in the best possible way, must develop their front desk skills, as well as be ready and willing to offer a dedicated reception process. Furthermore, receiving incoming phone calls, acting as a collector for different parts of the club and handling complaints are some of the many other tasks often assigned to the reception.
This first personnel group is joined by commercial consultants in the management of partners and prospect users. Consultants are those people trained and prepared to achieve sales objectives, providing advice related to the pursuit of well-being, aesthetic beauty or physical performance.
Furthermore, this team has the task of following the member who has just joined during the entire duration of the subscription, making sure to build and maintain a relationship of trust and a channel of communication to retain them, increasing the likelihood of renewal.
In both cases, it is always important to keep in mind that the ultimate goal discussed so far is to provide the end user with a positive and decisive experience during their stay in the club
Since new members, once registered, come into contact with numerous club staff members throughout their stay - from reception staff to equipment room instructors, from pool operators to assistants - it is essential to share and clarify the procedures of the various staff members, in order to be able to offer the best assistance to the user.
Collaboration between reception and sales
Managing waiting times when the sales department operators are busy is another crucial task, for which a good time schedule between the two departments is required. Complaints management is another activity that requires strong collaboration between the two groups. Both tasks are easily pointed out by remarks from users, which can sometimes be positive, but are often comments on possible improvements or even severe criticism.
This does not mean that, despite all the best efforts, tensions may arise between the two sectors. These are sometimes determined by the different conditions of each job; while the salesman has to reach targets every day, which are usually connected to a change in salary at the end of the month, wage-earners at the reception area instead have to perform many tasks, while managing in the best way many people at the same time.