How do your customers feel when they enter your gym? Do they feel safe? Looked-after? At home? It’s so important to take care of your customers from the moment they walk through your doors.
I noticed that during the holidays, when we would decorate the parent lobby with a tree and lights, we got significantly less complaints during this time. Was it all down to holiday cheer? Maybe, I wondered. But maybe… just maybe it was how good it felt for parents to hang out in our lobby, regardless of the decorations.
So, I made the decision to make the parent lobby a positive and inviting space all year round. Then I applied this to the entire gym. After detailed crafting of our enviroment, from the bathrooms to the flooring, to how our staff respond to our customers we managed to create a home away from home.
In this episode of the Beyond the Mat podcast, I’m taking you behind-the-scenes to reveal just how we built the ideal experience for everyone who enters our gym. I’m sure you’ll enjoy it.