Latest News

Back to Latest News back

 

Gladstone Health & Leisure shares advice on managing customer complaints

Gladstone Health & Leisure shares advice on managing customer complaints
November 2, 2017

Management systems provider Gladstone Health & Leisure has shared advice on dealing with customer complaints in aquatic, fitness and recreation facilities.

The advice highlights that customer complaints do happen, no matter how organised a business is or how dedicated the facility team are.

It suggests “the best thing you can do is prepare yourself for negative feedback and learn how to manage it effectively. After all, a well-handled complaint will boost customer happiness and improve your gym member retention.”

The advice follows:

The initial complaint
So you’ve received a complaint from one of your valued guests. Perhaps they are unsatisfied with their membership, maybe they weren’t happy with their personal training session, or maybe they simply don’t like the music you play. Feedback will come in all shapes and sizes – all you can do is be ready.

Manage the complaint
The first thing to do is listen. Sometimes all your member wants is to feel heard. Find out all the details before you offer any solutions, and when you do offer to resolve the situation make sure to discuss a few options with them. This shows them that you are prepared to help however you can, which will establish a level of trust.

Jump into action once you’ve agreed upon a solution with your customer and deliver on what you have said you will do. Nothing will shake a customer’s loyalty like broken promises! When it’s all done and dusted and you have delivered the solution for your customer, be sure to follow up a week or so later with a phone call to check that they were happy with the resolution.

Train your employees
Think about what’s working when you manage negative feedback, and once you’re happy with your methods make sure that you communicate it clearly with your staff and train them to manage complaints of all sizes. Your customers will appreciate a consistent experience with your employees. It’s all part of building solid customer loyalty.

Catch customers before they go
Not all customers will tell you when there is an issue. Sometimes they will simply leave before you even realise they’re gone without giving you a chance to fix their problem. Keep the lines of communication with your customers open to avoid unexplained walkouts.

With Gladstone’s fitness club software you can schedule communications to target the members you have identified as being at risk. Gladstone collects valuable data that can help you pin-point the customers that are visiting less frequently. From here, send them an SMS or email with a friendly check-up, or provide a manger’s direct contact details if they’d like to talk through their decision to leave.

Gladstone parent business, Jonas Leisure have also recently introduced a customer feedback system called getsmart that will interface with your software to help you collect valuable customer opinions, as well as insight into their expectations and experiences. 

Catching customers before they leave will do wonders for your retention.

Click here to contact Gladstone Health & Leisure via their Australasian Leisure Management Supplier Directory entry.

28th September 2017 - NEW SALES TOOL TO GIVE FACILITIES A COMPETITIVE EDGE

12th July 2017 - LEADING SOFTWARE PROVIDERS ANNOUNCE SEAMLESS INTEGRATION 

10th July 2017 - SNAP FITNESS CLAIM IT IS NOT RESPONSIBLE FOR PT’S ACTIONS IN NEGLIGENCE LAWSUIT 

26th May 2017 - JONAS LEISURE INTRODUCES NEW CUSTOMER SERVICE PORTAL 

25th March 2014 - FITNESS AUSTRALIA RELEASES NATIONAL MEMBERSHIP CONTRACT TEMPLATE, APPOINTS NEW BOARD MEMBER 

10th January 2014 - ACCC WARNS FITNESS BUSINESSES ABOUT THE TERM 'NO CONTRACTS'

25th April 2017 - TECHNOLOGIES SHAPING MANAGEMENT OF NEW ZEALAND AQUATIC AND RECREATION FACILITIES


Asking a small favour
We hope that you value the news that we publish so while you're here can we ask for your support?

The news we publish at www.ausleisure.com.au is independent, credible (we hope) and free for you to access, with no pay walls and no annoying pop-up ads.

However, as an independent publisher, can we ask for you to support us by subscribing to the printed Australasian Leisure Management magazine - if you don't already do so.

Published bi-monthly since 1997, the printed Australasian Leisure Management differs from this website in that it publishes longer, in-depth and analytical features covering aquatics, attractions, entertainment, events, fitness, parks, recreation, sport, tourism and venues management.

Subscriptions cost just $90 a year.

Click here to subscribe.

 

supplier directory

The Complete Guide to Leisure Industry Products & Services.

See the directory see all

AEROBIC MICROPHONES AUSTRALIA

Aerobic Microphones Australia provides audio products for the fitness industry. Products include the sweat resistant Cyclemic and Aeromic headworn microphones and pouchbelts that are made in…

read more

Fitness / Technology

 
 

AUSTRALIAN WATERSLIDES AND LEISURE

A leading designer and manufacturer of innovative waterslides and attractions, Australian Waterslides and Leisure (AWL) is also able to advise clients in the areas of concept and design, feasibility…

read more

Aquatics / Attractions / Play / Waterparks

 
 

SKC Operations Pty Ltd (SKCorp)

SKC Operations Pty Ltd (SKCorp) is an expert retail and marketing services team specialising in sports, leisure, aquatics, fitness, health, wellness & recreation industry. Using proven…

read more

Aquatics / Consultants / Fitness / Marketing / Retail

 
 

The Jump Pad

The Jump Pad is a safe, flat inflatable made in a variety of sizes which can be used indoor or outdoor. From 3mx3m up to a whopping 9mx21m. Markets include Indoor and outdoor playgrounds, schools,…

read more

Attractions / Entertainment / Play

 
 

GLADSTONE MRM

Gladstone Health & Leisure (Gladstone MRM Pty Ltd Australia) is a leading supplier of leisure management and fitness software and is endorsed by leading health and fitness professionals and…

read more

Access / Billing / Fitness / Technology / Venues

 
 

SENtag

Developed in Europe, this innovative system offers a safety management solution for swimming pools that checks individual swimmers via their wristband - monitoring their depth and time. Sensors…

read more

Aquatics / Hospitality / Safety / Technology / Waterparks

 
 

SWIMPLEX AQUATICS

Swimplex Aquatics are a world-class company dedicated to the commercial pool, waterslide industry. We are Australian market leaders servicing all states Australia wide. Swimplex provide a full…

read more

Aquatics / Attractions / Design / Play / Waterparks

 
 

Enta Australasia

As of the 1st July 2018, Enta Australasia Pty Ltd/Best Union has been rebranded as VIVATICKET Pty Ltd.  Click here to view the VIVATICKET Pty Ltd listing.  19th July 2018 - ENTA…

read more

Technology / Ticketing / Venues

 
 
 
 

get listed with our suppliers directory

Get your business noticed in our targeted directory. Viewed by 10,000 industry professionals per week!

list your business