147: How We Can Save Our Industry: Putting the "R" Back Into Customer Service
Our clubs always talk a great customer service game, but they do such a terrible job in delivering on their promises! With a club attrition rate of 26.7% in 2007, our clubs lost about 11.4 million members. That dropout rate is equivalent to about $85.1 million in lost membership revenue. This session will look at what fitness professionals and professional managers can do to reverse this trend by putting the "relationship" back into customer service.