Why does everything in my life come back to the member experience?
A coaching professional shares insight from a customer encounter gone wrong.
Why does everything in my life come back to the member experience?
I’ve spent the better part of my professional life focused on developing skills that lead to building loyalty and relationships, so I have a keen perspective.
Here’s an example. Several friends switched to a new gym and encouraged me to take advantage of a free trial with a personal trainer. I figured, why not? The gym was immaculate and well-equipped.
So, the trainer … let’s call her ‘Ursula’, greets me with a firm handshake, but not a lot of eye contact. She spends the first few minutes telling me about her experience and her passion for Pilates. She waves her arm dramatically towards the spacious gym area equipped with lots of machines and says, “Let’s go upstairs so I can show you my Pilates studio. I’m thinking, ‘What about me? I thought I was here to be introduced to the gym, not your personal passion. After seeing both the Navy Seal training area and the Pilates studio she says, “You should do both Pilates and Navy Seal training.”
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