Customer Satisfaction At An Athletic Club

SITUATION EXPLANATION In the last two years member satisfaction at a large gym has declined. Members openly talk about how they are unhappy with the club, and how they miss the “old days”. Member attendance at club social functions has decreased. Many people have canceled their memberships, including loyal customers who have had memberships for 10-30 years. Some members have joined competing local clubs. The description of this unfortunate situation is explained below in detail. The athletic club has been in business for about forty years. In those forty years ownership, management, and hourly employees have changed. However many of the club members have not changed. Sure, some have left the club over the years, and some have rejoined the club again. A few of the staffs favorite members have been there for over twenty years. Recently, extreme member dissatisfaction has risen, members say, due to customer service being at an all time low.
Poor customer service is at the top of the list for member dissatisfaction. Members complain that the club’s front desk attendants seem to be uninformed on vital information. It seems that the athletic club does not work hard to resolve member issues, in a timely manner. It also appears that customer service representatives are not …show more content…
He found that it was the turnover of poor management to poor management, which caused the bad reputation, not the organization 's location. If management was successful in running an organization, then customer satisfaction would be up. Similar things can be said of the current situation at the athletic club. In the last few years the priorities of the owners and managers have changed. This has begun to directly affect receptionist and customer service attitudes, because employees who work in customer service do not feel