Upon returning home from IHRSA, there is a lot on my mind. The convention and trade show always has so much to offer, and hats off to the fitness industry for putting on such a great show!
My overwhelming thought is a theme that came up consistently during my week in Los Angeles: the concept of customer service. The fitness industry provides a specific product and therefore has a large obligation on delivery. Regardless of which part of your facility you are responsible for, work in, or visit, what does customer service mean to you?
When I think of companies that get it right and treat their customers well, a few, in particular, come to mind: Apple, Starbucks Coffee and Nordstrom. We all know which products we choose and favor, but why do we choose them? The concept of why is intriguing. Why do we, as consumers, do what we do? And, what brings us to make it a part of our lives?
For example, Starbucks uses their Gold card program to bring people back again and again and to connect them with one another, creating a cohesive and active population among their customers. What are you doing to build a community and keep people coming back? I would love to know!
Contact me, Lindsey Rainwater, and let me know what is working for you!