DR JOHN MORGAN
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What customers value<br />
over anything else is<br />
reliability, avoiding<br />
equipment downtime<br />
SERVICE AND MAINTENANCE<br />
KEEP ON RUNNING<br />
Innovations in service and<br />
maintenance can keep<br />
frustrating ‘out of order’<br />
signs from appearing in your<br />
club. Kate Langrish reports<br />
The last thing any<br />
club wants – either<br />
aesthetically or in terms<br />
of customer satisfaction<br />
– is an ‘out of order’ sign<br />
on one of its machines.<br />
“We conducted an extensive study<br />
of operators, exercisers and service<br />
technicians – across fi ve countries –<br />
around using and servicing equipment,<br />
and found that what customers<br />
value over anything else is reliability,”<br />
says Adam Hubbard, director of<br />
product management at Precor.<br />
“Out of order signs can have<br />
a signifi cant impact on member<br />
recruitment, retention and ancillary<br />
revenues, so you want machines<br />
that are designed with dependability,<br />
longevity and ease of service in mind.”<br />
Any machines that do break down<br />
should be back up and running in<br />
ideally no more than 48 hours.<br />
Systems should be put in<br />
place to ensure machines<br />
are fixed within 48 hours<br />
Here’s how the latest innovations<br />
in service and maintenance – as well<br />
as in product design itself – could<br />
save your club time, money, and<br />
above all frustrated members.<br />
82<br />
Read Health Club Management online at healthclubmanagement.co.uk/digital<br />
November/December 2014 © Cybertrek 2014
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