How a Customer Service Reboot Rescued Our Club

Rob Bishop Headshot
[Illustration by Dylan Fowler]
[Illustration by Dylan Fowler]

After approximately 18 months of declining membership and revenue, I realized that our club was in serious trouble. As identified in this space last month, we had two big issues: poor customer service (we weren't as good as we used to be) and a seeming invisibility in our marketplace.

To solve our customer service issue, I began by talking to other business owners about how they train their staff members to provide great service. The people I talked to all have certain things in common: they have an ongoing plan to train (and train and train) in every aspect of the business; they encourage their staff to have fun at work; and most of all, they have open lines of communication between owners, managers and employees so that everyone is on the same page. Problems or issues are addressed immediately — what was the problem, what could we have done better, and do we need to follow up with that customer?
 

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