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.

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