Customer service at gyms
jennifer2977
Posts: 156
Hi, I'm curious what everyone's opinions are on this:
I have a friend that works out at a gym near her house, and thought it would be fun to have a workout partner, so I went to join there last night. She was running late, so I decided to go in and get signed up so that we could workout when she got there.
Well, I walked in and a bunch of super huge muscular guys were there working out, and everyone turned and looked at me when I walked in. I stepped to the desk and waited for FIFTEEN minutes for someone to help me, and noone ever came to the desk. I walked out and waited for my friend. I chatted with two women that were outside stretching, and they told me if I needed help with machines or anything, I wouldn't get it there. Once my friend arrived, we went in, she signed in and dropped her kids off at the daycare, and I waited at the desk for another TEN minutes (this time I noticed the guy was hiding in the office in a dark corner talking on the phone).
He finally came to the desk and asked what I needed. I asked him for membership information, and he wouldn't even look at me (he was fiddling with phone cords and keyboards) while mumbling off their prices, which were $50 down, $25 annual fee, and $10 a month.
I decided against joining because 1, I felt really out of place and even more out of shape than I really am and wouldn't be comfortable going to that gym by myself, and 2, the crappy customer service the manager gave me. My friend thought I was crazy because I didn't think I should have to wait 25 mins to give the guy nearly $100 to join the gym (he could have at least acknowledged me or something in my opinion). I left and went back to Planet Fitness was helped within 1 minute, rejoined and worked out.
Am I crazy? What happened to customer service? Was I wrong for leaving based on my experience?
I have a friend that works out at a gym near her house, and thought it would be fun to have a workout partner, so I went to join there last night. She was running late, so I decided to go in and get signed up so that we could workout when she got there.
Well, I walked in and a bunch of super huge muscular guys were there working out, and everyone turned and looked at me when I walked in. I stepped to the desk and waited for FIFTEEN minutes for someone to help me, and noone ever came to the desk. I walked out and waited for my friend. I chatted with two women that were outside stretching, and they told me if I needed help with machines or anything, I wouldn't get it there. Once my friend arrived, we went in, she signed in and dropped her kids off at the daycare, and I waited at the desk for another TEN minutes (this time I noticed the guy was hiding in the office in a dark corner talking on the phone).
He finally came to the desk and asked what I needed. I asked him for membership information, and he wouldn't even look at me (he was fiddling with phone cords and keyboards) while mumbling off their prices, which were $50 down, $25 annual fee, and $10 a month.
I decided against joining because 1, I felt really out of place and even more out of shape than I really am and wouldn't be comfortable going to that gym by myself, and 2, the crappy customer service the manager gave me. My friend thought I was crazy because I didn't think I should have to wait 25 mins to give the guy nearly $100 to join the gym (he could have at least acknowledged me or something in my opinion). I left and went back to Planet Fitness was helped within 1 minute, rejoined and worked out.
Am I crazy? What happened to customer service? Was I wrong for leaving based on my experience?
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Replies
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Heck no you're not wrong! I wouldn't have waited 15 minutes. That is ridiculous!!0
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I would've peaced out. Screw that!0
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You're not wrong! Customer service is key.0
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I would've peaced out. Screw that!
LOL I'm glad someone agrees with me! My friend was all 'I can't believe you're leaving because you had to wait'. Ummmmmm. Someone else will take my money in a second! LOL0 -
I've belonged to a few different gyms. There has never been a time I've walked in and there wasn't at least one person standing at the desk (sometimes two or three) and if they can't help you immediately (working with someone else), they at least acknowledge your presence and say they or someone else will help as soon as possible.
And they've always been very helpful and nice. You definitely found a bad gym.0 -
I would call the management, just to let them know their employees are scaring away potential customers. I wouldn't join a gym like that; I don't know many who would.
At least in my area, it is very not typical. As soon as you walk in the door, you are besieged by someone who wants to show you around, explain the classes, and sign you up. At least that's how it is at the national chains. Currently I go to the college gym (as a student it's part of my fees) but even there they have someone at the front desk all the time and people to answer questions too.0 -
bah to that.0
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I don't blame you for not joining! I usually seem to have the problem at Urban Active here in my home town. I decided to join my community Rec Center instead. It's cheaper and there is a variety of people. Also, YMCA's are great!0
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you were right in every way! that is really poor service and I wouldn't of stood for it!!0
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Recession on - you'd think customer service would be sky high trying to retain existing customers and fighting the competition for theirs.
Bad customer service is my one gripe in life. I just don't get it. I have been a hospitality manager for 10 years and I'm passionate about giving the wow factor and making each visit extraordinary.
I am completely with you on this!
Planet Fitness deserves your money, this other place clearly does not need it, but may find themselves another victim of the recession sooner rather than later at this rate. More fool them.0 -
I do have a complaint about customer service at gyms:
-The front desk people get so engrossed their own conversation they don't even see you standing at the counter needing help.
-Front desk people not being knowledgable about classes. Twice I asked about two diff classes at my current gym, and the front desk ppl had no clue what the classes were about. I believe they should at least have a general knowledge of what type of class it is, even if they don't know specifics.
These have been current customer service experiences, otherwise, I really don't pay attn to much else when I go work out! LOL0 -
No, you're quite right. They want a lot of money, so they should be willing to be helpful.
I must admit, I'm really lucky with my gym. It's council owned but only costs me £19 a month for full use of the swimming pool, the gyms and the fitness classes and I can get one of the fitness guys to write me up a gym programme for free as well. When I joined it was a bit of a lengthy process, but for the right reasons! I got given an application form/direct debit form to fill out and then had to hand it in at the gym where they signed me up for an induction session. I wasn't allowed to use the gym until I had an induction in case I injured myself because I didn't know how to properly use the machines, so had to return back in a few days to have my induction before I was a fully fledged member, but at least that showed that they cared about their gym users and their welfare.0 -
When I go to 24hr and log in, your name pops up on their screen. So every time I go I get acknowlaged by name! So yeah, I would have walked out too. Seriously that is just terrible.0
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No your not crazy. The gym my husband and I used to go to, always had atleast 1 person but most of the time 2 people that would stand at their front desk. There would have to be someone there at all times because you have to give them a little keychain card thing to be scanned and they had to buzz the door for you to get into the actual gym part. There were always employees walking the floors incase you needed help with anything. Just wish we lived closer so we could keep going there.0
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That's bad. You can find a better gym than that.0
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That's pretty poor service! Just because it's inexpensive ($10 a month is really cheap), doesn't mean you have to put up with all that. My gym is $20 a month, the trainers all know me by name and comment on my progress, and the front desk is always staffed. It's not a stretch to do something like that. I'd shop around for a gym that you feel comfortable at, and that treats you with respect. You ARE paying them...0
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Yes that was crazy, people should beg you to join! I mean it! You shouldn't have to wait for service at all. The gym close to my house actually have very nice and friendly staff and any other gym I every went at they were super nice and like I said they seemed to almost be praying you will decide to join. So If I was you I will put a complaint, call find out who is the manager, who is the district manager or owner and write up a letter. Go to Yelp.com and write a complaint there too. I worked in the customer service industry for a long time and I know for a fact that even if you just shrug someone off after a complaint, once it gets to corporate you will hear about it. But you did good not to join, and just for what they did, they should offer you free membership. I would also write the gym name in here, why hide their identity??
good luck next time! 0 -
Before joining my gym, I visited a few others. But when I walked into this one, I was greeted immediately. The guy took me to his desk and explained not only about the gym but gave me all kinds of information about nutrition, etc.. he was a talker and really friendly and made me feel really comfortable. He wasn't a "salesman" but had been a trainer before and I also signed up for a trainer too, which was my intention before going in (love him, he's great).
By the time I left, instead of being intimidated (which I was totally going in), I was pumped and excited to start the next day.
When I walked in the next day, not only did the guy who signed me up remember my name, but the greeter at the desk knew my name too. It's a great feeling walking into that gym. Best decision I made for myself.0 -
Thank you all for confirming that I'm not crazy. Well, not about this at least
PS. It was Powerhouse. I thought about posting it on their Facebook page, just because that always seems to get the most attention.0 -
Customer service is important and you should not have been treated that way.
HOWEVER, you really should make an appointment if you want to speak with a membership representative about joining a gym. They have trial plans, etc...and you'll get a much better experience than you get just walking in.
Also, providing a good customer service experience needs to be incentivized by management. You will get excellent service from places that have member reps who work on a commission or at least a bonus system. I gather this place has nothing of that sort...0 -
Customer service is important and you should not have been treated that way.
HOWEVER, you really should make an appointment if you want to speak with a membership representative about joining a gym. They have trial plans, etc...and you'll get a much better experience than you get just walking in.
Also, providing a good customer service experience needs to be incentivized by management. You will get excellent service from places that have member reps who work on a commission or at least a bonus system. I gather this place has nothing of that sort...
Apparently not! LOL I had called and my friend (the member) had also inquired for me...They told me to just come in, no appointment needed. Jerks.0 -
You did the right thing. That is terrible service, I would have raised the roof while I was there, and written to the owner.
I'm very lucky with my gym. It's privately owned by a husband & wife and there is always someone at the desk/juice bar, and there is usually a trainer in the gym either working out themselves or with a client. Buy they are all very frendly & are quick to spot someone in trouble or who needs help.0 -
sorry to hear about your experience. my husband and i just sold our gym and i will say customer service was most important to us. i taught aerobics at the gym for 14 years and my husband lifted there for years before we purchased it. we knew everyone that walked through the door by name because 1. we worked out with most of them...2. we worked the desk everyday, got to know new ppl and chatted when they came in...3. we knew if they had a bad experience, they wouldnt return...4. we personal trained tons of ppl for free to show them the way to use the equp and form. the more they knew they more they would return daily....5. our office staff were athletes. we hired ppl that knew personal training and used every piece of equpmt we had. they not only worked our front desk but worked out with everyone also. we had an opportunity to sell the gym last year with this economy, we took the offer. i miss the people but still teach at a few diff gyms in our area so i still workout with a lot of them. my advice would be to check out several other places in your area if not happy at planet fitness. see which place works best for your needs and if you're comfortable with the surroundings, you'll return. i hope you find a place that cares about you and your needs.0
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Apparently not! LOL I had called and my friend (the member) had also inquired for me...They told me to just come in, no appointment needed. Jerks.
Ha! That's a good indicator that they just don't give a damn. They aren't willing to book an appt with you to make sure you get good service. They dont "need" an appointment system because they arent swamped with potential members aching to get in the door. Pshaw...you were right to move on!0 -
Good move, sounds to me like you'll be a lot happier with Planet Fitness. How's your experience been with them so far. You said you were a member and are now rejoining? I'm a PF member and I love it. I've never had a customer service issue at all. The worst I had was at the new one by our house that just opened a few of the machines were out of order for a couple weeks and a few other machines needed some maintenance that hadn't been done. I sent them an email about it and within two days the machines were fixed and the maintenance on the others had been performed.
I'm at a point in my life, maybe it's related to our recession too, where I refuse to give my hard earned money to any company that makes it clear they don't value those dollars.0 -
No, you did right for yourself. Even if there had been an attempt to be freindly it's obvious you would not have been comfortable there anyway.0
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Good move, sounds to me like you'll be a lot happier with Planet Fitness. How's your experience been with them so far. You said you were a member and are now rejoining? I'm a PF member and I love it. I've never had a customer service issue at all. The worst I had was at the new one by our house that just opened a few of the machines were out of order for a couple weeks and a few other machines needed some maintenance that hadn't been done. I sent them an email about it and within two days the machines were fixed and the maintenance on the others had been performed.
I'm at a point in my life, maybe it's related to our recession too, where I refuse to give my hard earned money to any company that makes it clear they don't value those dollars.
This is EXACTLY how I feel. I don't just hand out money, I think most of the time it should be earned.
I had a PF membership for a year but wasn't motivated and went maybe 5 times. I cancelled it a few months ago, but something finally clicked and now I'm motivated to make some changes. I went there last night and signed back up and worked out, even made a new friend in the process. Although most of the desk people at PF aren't trainers, there's usually a few that can at least show you how to use the machines and whatnot, and they do offer group training with a real personal trainer. I'm much happier there. Plus at $20 a month, being able to bring someone with you every day, and tanning and red light therapy (although I have never used them), how can you go wrong? It's a good place to start for me at least!0 -
No you're not wrong. Especially if they made you feel uncomfortable! Obviously you wanted to join to get into better shape and the fact that they made you feel out of place was ridiculous. I would have left too.0
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Customer service was really important to me when I was deciding on a gym! I tried five gyms before choosing the one I wanted to join, and I can tell you that I felt a lot more inclined to go to the gyms where the managers were friendly and showed me around the facility than the ones who just signed me in and let me have at it. Bottom line is you need to go where you're comfortable because if you aren't you will dread going to the gym and might stop going. I love my gym and the people there, so I am willing to pay a little more to go there than the cheaper places where I felt awkward.0
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i work front desk at fitness concepts in gardner mass and if i ever did anything like that or even close to that i would get fired on the spot ..... my job is to great everyone answer phones ( only the gym phone) and to answer questions and to help customers.. i am not even allowed to have my phone with me at the desk... these people are not doing there jobs and they seem very rude i would never go back there if i were u i would find another gym or health center if u have one neer by and then try to get ur friend to jion u there ....
i can't believe it aaaaaaaaaaaaaaa:flowerforyou:0
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