Don't you just love when you have angry members come in for something that was totally out of your power to control? That was exactly what I had to deal with today with a married couple. So to paint a picture for you on how this whole thing came about, I have to first explain to you what different sections we have within the gym. I am the manager over operations, which means that my decision overrides any decision made in the gym. We also have a general manager in the gym who oversees the sale of memberships and the marketing of the gym. Then we have the trainers where there is a head trainer that oversees the trainers and the training contracts. I usually have the most problems out of the training aspect of the business because their contracts are totally separate from the gym contracts for one. The other reason I have problems with them is because the contracts are usually year long contracts and members sometimes feel like they can back out of paying them once they sign up regardless of the fact that they signed up for a year. There are only three ways that you can exit a training contract: You have to pay 50% of the remaining balance of your contract, move 25 miles outside of an LA Fitness, or have a medical excuse from your doctor that forbids you to do any physical activity.
Well, the couple came in furious because they were being charged $160 on top of their monthly dues that they are paying for the gym membership. I had to explain to the couple that the had both indeed signed up for training and that they were in a legally binding contract. I then explained the 3 options that they had in order to make their contracts null and void and they later understood. They later thanked me for my help because they said that they had not been made aware of those options upon signing the contracts.
Here are a few things that I learned from this experience: 1) Always acknowledge there is a problem, it lets the customer know that you are in fact trying to take control of the situation. 2) Address the situation and give options to the customer. 3) Assure the customer that the problem will be taken care of.
Well, the couple came in furious because they were being charged $160 on top of their monthly dues that they are paying for the gym membership. I had to explain to the couple that the had both indeed signed up for training and that they were in a legally binding contract. I then explained the 3 options that they had in order to make their contracts null and void and they later understood. They later thanked me for my help because they said that they had not been made aware of those options upon signing the contracts.
Here are a few things that I learned from this experience: 1) Always acknowledge there is a problem, it lets the customer know that you are in fact trying to take control of the situation. 2) Address the situation and give options to the customer. 3) Assure the customer that the problem will be taken care of.