The 'Issue' Is Customer Service

The 'solution' is to create a policy of superior service by getting to know your members, communicating with them often and well, and showing them how much they're appreciated.

Better late than never? Not necessarily. Most people never tell a business how it messed up; they just leave. Your facility isn't the only game in town, and your members are more than willing to try out your competition, rather than complain. This is true not just because complaining, for many, is awkward and uncomfortable. Experience shows that complaints are rarely followed up with an appropriate response - or one that makes the member feel like the problem has been fixed.

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