Terah Shelton
Terah Shelton
Article Archive
Proper phone etiquette is essential in a health club environment. Many people prefer to call ahead to ask simple questions, rather than physically coming in. It’s their way of getting a “feel” for your facility. As a manager/owner, you want that introductory phone call to translate into a new membership. However, phone communication has degraded among young adults working the front desk, and it’s easy to see why.
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When Nick Locascio, club manager of The Leading Edge in Greenfield, Massachusetts, hired someone for his front desk, he had no idea how much she would cost him—emotionally and financially.
“Instead of greeting and interacting with our customers, she spent her time on Facebook, texting and chatting with friends,” he says. “At one point, I caught her watching a movie on her laptop [while] wearing earphones.”
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As signs of recovery start to show in different sectors of the American economy, fitness facility and studio owners are still taking stock. Faced with tough economic times, some owners, directors and managers are still putting off or scaling back on new equipment, leasing rather than buying, or purchasing used or remanufactured equipment
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