Expand your knowledge base to improve the customer experience and bump up sales
With 2017 more than half way behind us already, it’s time to ask yourself what you have learned this year so far. If you haven’t already, set some goals and invest in yourself. Challenge yourself to get out of your comfort zone and learn something new. If you are a personal trainer attend a professional development session on networking or membership sales. If you are a membership advisor, learn something about exercise physiology.
Time and time again, a communication gap between departments is the root of issues in an otherwise excellent member and client experience. To bridge this gap, departments need to work together more effectively by respecting and understanding each other. We need to open the lines of communication to understand each other better and to help each other get better. Smoother transitions in the member experience between departments result in better retention, more referrals and higher club utilization.
If your team attends a professional development event together, ensure that everyone attends at least one session that is in a new category or that covers a topic outside of their current responsibilities. After the event, have each team member present their findings at a meeting.
Make cross training with other departments a part of your onboarding program, and include it in all leadership agendas. Get creative and develop an orientation agenda for new hires where they must do an “around the club in 30 days” rotation where they spend time in other departments.
This year, make your learning unique and push your limits. Your members will respect you and you will feel empowered.
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Mill Pond Publishing Inc.
30 Mill Pond Drive
Georgetown, ON L7G 4S6