Making minor changes can foster some feedback from members. It’s not necessarily positive feedback either. We are currently doing some rearranging and reorganizing at our facility. After many years we have decided to part with some of our equipment. As well we have changed the format of our group classes. It’s only natural that people wonder what is going on. As managers and owners it is our duty to foster a positive change.
Most of us are creatures of habit. If something happens to disrupt that, we are most likely going to notice. I understand why some members might find it frustrating. Unfortunately you cannot satisfy everyone. Here’s how I look at it: The purpose of being a good business person is to benefit the majority of your clientele. Keep in mind if more customers are happy at your gym, they will most likely refer new members.
I am pretty straight forward. If someone asks me what is going on, I am not the type to be dishonest. I had a client make a comment about the fact we have closed our class room. We may have a handful of people who actually utilize this space otherwise. “Do you have any idea when it might be open again?” My response was as follows, “I’m terribly sorry. As soon as I have that information, I will let you know. I do ask that you exert some patience at the moment.”
Members get used to certain things being a certain way. After 17 years we changed the format of our group classes. The majority of our long time class members love it. Our response is: “It is time for a change. You guys are used to doing a class in a certain way. You were due for something new.” An exercise routine shouldn’t become routine. This is why we decided it was necessary to switch it up.
Honesty is the best policy. If your facility is making changes then let people know. At the end of the day if what you’re doing is for the benefit of your clients, they will understand. Change takes time. Those who are long time loyal members will stick with you. Change is good to move your business forward. Some are far more open to it than others. It doesn’t mean you shouldn’t follow through with making changes at your facility.