If you are a gym or fitness center owner or you deal professionally with gym management, you have probably encountered customer complaints more than once.
What are common complaints gym members have and how to react properly in that case? In this article we provide a comprehensive guide for gym owners. It will make your gym management easier and more comfortable. We wish you a smooth and successful business!
The suggested methods of dealing with members’ complaints are also supposed to build a particular image of your company. Warmth, openness, excellent customer service and overall professionalism shall be your brand’s perception thanks to that.
Key Takeaways
- Whether you run a group training gym or personal training sessions, learn how to deal with member’s complaints. It will make your business look professional and your customers will feel listened to and cared for.
- Responding appropriately to a customer complaint can create loyal members for your gym.
- Examples of customer complaints in the fitness industry include: poor cleanliness of equipment or facilities, overcrowding during peak hours, equipment at the gym being out of order for extended periods, unfriendly or unhelpful staff, inconsistent class schedules or cancellations.
- Example of a proper reaction to a complaint is: "Thank you for your feedback, and I’m sorry for the experience. We take this seriously and will address it. Let me know how we can make it right."
15 Gym Member Complaints: Examples & Solutions
Below we provide a list of typical and less typical problems. We write about how to handle gym member complaints. Make the best use of it to please your gym people!
1. Poor Communication with the Club
- Complaint: “I’m not always informed about schedule changes or promotions. Communication is poor.”
- Solution: Introduce a gym booking software that makes it easier to communicate – sends updates via email, SMS, or notifications through a club app. This system can allow members to check class schedules, sign up for sessions, and receive real-time updates on gym events and promotions.
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- Staff Approach: Be understanding, and assure the member that the gym is implementing better communication tools to keep them informed in a timely manner. Recommend downloading the membership app to stay updated.
2. Difficulties in Paying
- Complaint: “I often forget to bring cash or have trouble with my payment method during training.”
- Solution: Implement a gym billing software system that allows gym members to pay directly via a mobile app or credit card at any time. Offer the option of setting up an automatic payment method or digital wallet to make payments easier and faster.
- Staff Approach: Be sympathetic, and suggest the member link their payment method to the club’s app or offer solutions like digital wallets or QR code payments that streamline the process. Ensure they feel confident about easy future payments.
3. Difficulty Finding Important Information
- Complaint: “I don’t know where to find information about class schedules, membership details, or gym policies.”
- Solution 1: Launch a user-friendly custom fitness app to centralize all essential information – class schedules, staff contacts, FAQs, promotions, and policy details. Encourage members to download the app for easy access.
- Solution 2: Update the gym website or create it from scratch to provide all the necessary information in one available place. Use WodGuru gym website builder – it’s a great tool, dedicated for the fitness industry.
- Staff Approach: Politely guide the member on how to navigate the app or website to find the information they need. Reassure them that the app is designed to improve convenience and provide all the details in one place.
4. Equipment Availability
- Complaint: “There’s always a wait for machines or equipment.”
- Solution: Acknowledge the frustration, and let the member know you’re working on improving equipment availability (perhaps adding more machines during peak gym hours). Suggest alternative equipment to use while waiting, or encourage non-peak hours for a quieter gym experience.
- Staff Approach: Be empathetic and understanding, suggesting solutions while maintaining a positive, patient attitude.
5. Dirty Gym Facilities
- Complaint: “The gym is often dirty or unclean.”
- Solution: Apologize for the inconvenience and reassure the member that the cleaning staff is working hard to maintain cleanliness (do your cleaning staff already have a gym cleaning checklist?). Offer to immediately address any specific issue they’ve noticed (e.g., bathroom cleanliness).
- Staff Approach: Stay calm and professional. Assure members that their concerns are taken seriously and that cleanliness is a top priority.
6. Lack of Space in Classes
- Complaint: “The classes are always full and I can’t get in.”
- Solution: Suggest booking classes in advance through the app or website, and offer waitlist options. You can also suggest trying different class times, least busy gym times or days with fewer attendees.
- Staff Approach: Be friendly, offer practical solutions, and express appreciation for their interest in classes.
7. Unfriendly Staff or Members
- Complaint: “I don’t feel welcomed by the staff or other members.”
- Solution: Apologize and assure them the gym fosters a welcoming community. If the issue is with staff behavior, address it directly with the employee involved, ensuring a more positive interaction moving forward.
- Staff Approach: Emphasize kindness and warmth. Show genuine concern and a desire to improve the member’s experience.
8. Unclear Billing or Fees
- Complaint: “I don’t understand the charges on my bill.”
- Solution: Clarify the billing process and break down any charges for the member. If necessary, arrange a follow-up meeting to go over details.
- To make the entire pricing policy clear, have printed regulations and a price list in your gym. Handle customer payments through gym billing software that clearly and simply presents the account balance and membership prices.
- Staff Approach: Be clear, patient, and transparent, showing a willingness to resolve any confusion.
Less Typical Gym Member Complaints
To run a successful fitness business, be prepared for less common gym complaints too. Create a communication strategy and learn how to tackle complaints, the common complaints but also non-typical ones.
9. Too Much Music Noise
- Complaint: “The music is too loud in the gym, it’s distracting.”
- Solution: Acknowledge their feedback and offer a solution such as adjusting the volume of gym music or providing quieter workout zones. You could also suggest using personal headphones if the volume cannot be lowered.
- Staff Approach: Be considerate and flexible. Encourage feedback, and ensure the member feels heard.
10. Overcrowded Locker Rooms
- Complaint: “The locker rooms are too crowded and uncomfortable.”
- Solution: Apologize for the inconvenience and suggest using other locker room times or looking into potential improvements. Offer any space-saving solutions (e.g., additional shelves or rearranged lockers).
- Staff Approach: Stay friendly and solution-oriented, focusing on finding ways to improve the situation.
11. Temperature Issues
- Complaint: “The gym is either too hot or too cold.”
- Solution: Acknowledge the issue and mention that the gym’s temperature control is being monitored. Provide information about adjustable settings in specific areas if possible, or adjust them on the spot.
- Staff Approach: Even if you completely disagree, calmly reassure the member that their comfort is important and that adjustments will be made whenever possible.
12. Overzealous Trainers
- Complaint: “The personal trainers are too pushy or intrusive.”
- Solution: Offer a polite response acknowledging the concern, suggest that trainers can work with a member at their own pace, and assure them that trainers should respect their space. Encourage members to communicate their preferences directly to the trainer.
- Staff Approach: Be empathetic and emphasize that everyone’s workout journey is different. Reinforce that respect and boundaries are important in the gym environment.
13. Unwanted Advice from Fellow Members
- Complaint: “Other gym members keep giving me unsolicited advice.”
- Solution: Advise them to kindly assert their boundaries if approached by others. If it continues, suggest speaking with the staff about enforcing gym etiquette.
- Staff Approach: Stay supportive and guide the member on how to address the issue without creating conflict. Reinforce that everyone has their own workout style.
14. Unpleasant Odors
- Complaint: “There’s a strong smell in certain areas of the gym.”
- Solution: Apologize for the discomfort and assure the member that you’ll look into it. Consider introducing air purifiers or increasing cleaning in high-traffic areas.
- Staff Approach: Approach with sensitivity and professionalism, acknowledging that hygiene and comfort are top priorities.
15. Too Many "Selfie" Sessions
- Complaint: “Some members spend too much time taking selfies or videos instead of working out.”
- Solution: Politely remind members of gym etiquette, including time limits on high-traffic equipment. Encourage a balance between enjoying the gym and respecting others’ space.
- Staff Approach: Be polite but firm. Ensure the focus is on creating a positive and functional environment for all.
FAQ
To handle gym complaints effectively, deliver effective communication and a smooth complaints procedure.
- Listen and Empathize: Acknowledge the issue with understanding phrases.
- Follow Procedure: Document, investigate, and resolve the complaint.
- Resolve Quickly: Address issues promptly and clearly.
- Follow-Up: Check in to ensure satisfaction.
- Train Staff: Equip staff with communication and complaint-handling skills.
To respond to a complaint, follow the clear complaints procedure by using your gym’s complaints system to address the issue. Acknowledge the concern, offer a resolution, and follow up to ensure satisfaction. This ensures a structured and effective response.
An example of poor etiquette in a gym is hogging equipment for extended periods, especially during peak hours, without allowing others to work in. This can cause frustration and disrupt others’ workouts. It’s important to be mindful of others and share equipment to maintain a respectful and considerate environment.
