An interesting- yet wholly unsurprising- result has come out of the excellent Australian & New Zealand Fitness Industry Survey that suggests phone calls from your club annoy 4 out of 10 of your members.
In a new blog posting over at Ezypay who run the annual survey, author Celeste says preliminary results of the survey are showing that 'motivational' calls from clubs aren't necessarily welcomed by members, who prefer direct, personal greetings at the front desk when they arrive.
What the blog post doesn't expand on is exactly what constitutes a 'motivational' phone call as this can be a pretty broad term. But I have to say that Celeste's comments about members preferring a personal greeting when entering the club is a view I firmly hold. I am personally a little disturbed by trends in the industry towards dis-intermediating front desk staff from the member experience. While I acknowledge the potential economic benefits, I think it does more harm than good to the brand in the long term.
Now if I can only get some of the front desk staff at the gym I attend to look up from their iPhones as I walk in....
Anyway, I highly recommend you participate in the Australian & New Zealand Fitness Industry Survey if you haven't already. The more data we have as an industry to work with, the more we can work on improving ourselves as an industry.
Have fun!
Mike.Ryan
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