What is the winning argument for choosing one Fitness Club over another? A great price? New machines? Get the answer in this case study.
Statistics show that cleanliness is one of the most essential factors if you stay put in one Club or leave to go elsewhere.
The Fitness Clubs know this. Although most companies would focus on revenue for each location, it’s important to measure performance from the customer’s point of view.
A great customer experience leads to a higher level of satisfaction, more visits, increased added sales (nutrition products, etc.), and in the end, a long-lasting relationship.
Steen Albrechtslund is CEO of Fitness World, a chain of Fitness Club with more than 165 centers in Denmark alone.
“Cleanliness is not just a matter of having a comfortable client environment. It’s the standard by which you should be measured. It shows the client that you have your procedures in order,” says Steen Albrechtslund continues:
“1) It makes people trust you, 2) it makes clients stay loyal to their Club, and 3) in the end, this means steady and increased income for each Club.”
Easy onboarding and fast results
Let’s go back in time. An Instore Excellence employee is at his local gym, just finishing a workout, when he notices the gym’s Regional Manager conducting an inspection.
He’s checking the standards, and he holds a clipboard with a checklist in his hand. He goes around at what seems random, and after his check-up, he suggests turning down the music a notch.
Instore Excellence is an app that easily digitizes checklists and gives hands-on data.
So, a few days later, the Fitness Club HQ was contacted with the offer to have a presentation on Instore Excellence and how they could improve the routines in each Club inspection.
The timing couldn’t have been better, and when the CEO was reading the message, he immediately replied; “Let’s have a meeting.”
If Instore Excellence could optimize the procedure for each gym, it could mean quality assurance – ensuring that standards were kept high across the chain.
And so they did. Steen Albrechtslund says:
“Instore Excellence provides us with a new level of transparency and squeezes the famous last 10% out of our basic operation.
The tool enables us to work more efficiently since attention is drawn to problem areas almost automatically.
Instore Excellence is truly the missing link in operating a successful Fitness Club chain.”