GGFA REGIONAL WORKSHOP
“OWNING the CUSTOMER EXPERIENCE”
Presented by Blair McHaney
Wanted - Gold's Gym Franchisees willing to embark on daunting journey. Road paved with hard work, anguish, humility, and frustration. Long-term value, fun, life long fans, happy employees, honor and tremendous personal growth, in case of success.
PLEASE attend if you believe that....
- What you do to, or for, your customers should be something you would be happy to have happen to, or for, your Grandma
- The customers' opinion is important
- Making customers angry is a bad idea
- YOU should be personally accountable to what happens to your customers
- There is a difference between "good profits" and "bad profits" - "Good profits" come from making people happy and "bad profits" come from making people angry
- Improvement is a process that never rests
- We could learn something from companies like Apple Retail, Nike Retail, Ritz Carlton, Four Seasons and American Express
Please DO NOT attend if you believe that....
- The value of happy customers is debatable
- What worked yesterday will work forever
- How the customer feels, is irrelevant as long as you make money NOW
- "Customer service" is a department
- What your customers feel about you today is no indication of how we will do tomorrow
- Customer feedback is for market research, NOT for guiding my operations
- Unhappy employees can deliver great customer experiences
Attendees should first and foremost be owners. The workshop will cover fundamental strategies for creating customer loyalty. One of those strategies is how employees are viewed and treated. We will openly discuss the good and the bad with all attendees in the room. Attendees could also include any management level staff.
REASONS YOU SHOULD ATTEND:
REASON #1: " In today's competitive and economic environment there is nothing more important than your existing customer. Providing our members with the best experience we can is vital for both retention and referrals. This information will also help you to differentiate and compete better. The member experience will continue to be a driving force for our gyms both now and in the future so this is one workshop that you do not want to miss."
Mike Epstein, GGFA President
REASON #2: "I want to attend with my GMs because we want to improve our customer service skill set from top to bottom within our staff and facility. Blair is willing to share his expertise and we want to take advantage of his talents."
Bryce Berry, Gold's Gym Colorado
GGFA Advisory Board Member
GGFA Gold's Gym Advertising Advisory Council Member
REASON #3: "I plan to attend with key staff persons because I want to raise the bar for Customer Experience to a higher level. Blair has more experience and practical application directions than anyone I know. This is an opportunity we will not miss."
Gordon Johnson, Gold's Gym Douglasville and West Cobb, GA
GGFA Director Emeritus
REASON #4: "The competition in the industry is growing in numbers, becoming stronger and more diverse. These workshops provide me with knowledge so our clubs can be number one in our marketplace. Any GGFA event I have been to has given me ideas I have been able to take back to my clubs and implement to increase revenue. These kind of events help to make us stronger operators. Can't wait!!!"
John Custard, Gold's Gyms Ashburn VA, Herndon VA, Sterling VA
GGFA Director
GGFA CORE Purchasing Council
REASON #5: "I am looking forward to the GGFA regional workshop. We have embraced a customer service first approach to our business over the last year and seen great gains in members and retention. Our staff has gained from every webinar Blair has given, and we look forward to a full interactive day with him on Customer Experience."
Adam Ponzio
Gold's Gyms of Dacula GA, Lawrenceville GA, & Norcross GA
GGFA Director
REASON #6: "With the huge increase in competition, ranging from Boot Camps in the park to mega Multi-purpose facilities and everything in between, we need to be on our game now more than ever. What really matters, much more than having the 'most beautiful club' is how the member sees us.
At times we are so in love with our product we forget that only how the customer sees and feels about us is the only thing that really matters.
Blair is one of the great customer care "specialists" in the industry today, so taking my staff to this is a no-brainer . . . a top priority! As my partner always says . . . "it's never the building, it's always the people in it", and I believe a workshop designed to improve my staff and their delivery of the "customer experience" is paramount . . . the one thing we can own in our market!"
Todd Levine
Gold's Gyms Rochester NY and Webster NY
GGFA Advisory Board
REGISTER TODAY!
GGFA member only registration is open and we invite you to choose the city nearest you. Register by clicking on the city link of your choice below:
Friday, March 2, 2012 - NEW YORK/NEW JERSEY
Teaneck Marriott at Glenpointe
100 Frank W. Burr Boulevard
Teaneck, NJ 07666
Marriott Teaneck at Glenpointe
Reservations: 1-800-992-7752
Thank you to our New York SPN Sponsors:
