Lecture Outline
ACSM Health and Fitness Summit 2013“The S.M.A.R.T. Way to Provide Great Member Service”Michael J. Spezzano
Healthy Living Consultant
Daxko T2 Consulting
[email protected]This session will present an effective method to train staff in providing great member service. It will
review best practices and new training tools to improve member service among all staff and in all areas
of your facility. Beginning with a philosophy that service is an attitude not a department and that it is
everyone’s job, the training teaches how developing positive relationships with all members impact
everything we do in health and fitness organizations. Staff will learn how service and mission come to
life through people, not treadmills, fitness centers, or swimming pools. The learning objectives for this
session are to: understand the power of positive relationships with members and its impact on
retention; learn several new tools to improve member service in your facility; and learn ways to
measure and track member satisfaction in fitness facilities.Three take-aways- Understand how building relationships from the first encounter with potential members is critical to
their satisfaction as a member - Learn a complete staff training program for member service
- See member satisfaction from the perspective of potential and current members
I. Introduction and Overview- Purpose
- Learning Objectives
- Principles for Success
II. S.M.A.R.T. Member Service Program- S.M.A.R.T. Service Survey
- Member Service Performance Criteria
III. Standards for Service Success- Membership Service Best Practices
a. In-Person Inquires
b. Telephone Inquiries
IV. Prospective Member Interview Process
- Interview Procedures
- Using the Interview Card
V. Secret Shopper Program- Principles and Guidelines
- Case Study