Dear Manager of True Fitness Pavilion outlet,
I am writing this because writing makes me feel better, especially after encountering three incidents with your gym which left me unimpressed, despite your best intention to spruce up your glam and hip image to be the biggest and best gym in town.
All three incidents involved your membership “consultants” who continued to annoy me because of their lack of general common sense in handling a very keen prospect like me.
Incident 1:
When Pavilion opened its doors last year, your gym had a membership drive outside the main entrance. Stopped by one of your consultants on my way to lunch, I was introduced to your new gym equipped with its expansive facilities. I listened with care because I was then considering to switch gym.
I proceeded to ask the monthly fees for home gym and “passport” (that allows me to visit other True Fitness outlets in the Klang Valley), but to my surprise, your consultant did not know the rate for passport members. He asked his colleagues but no one knew. I would think such basic marketing information should be known by all consultants, wouldn’t you, considering the Pavilion outlet is the fourth outlet in the chain.
So I walked away, nonchalant. “True Fitness? Not impressed,” I thought to myself while I grabbed lunch.
Incident 2:
Some weeks ago, I received a voucher for a 10-day free trial at the Pavilion outlet, along with my purchase of GSC movie tickets. Brilliant marketing tie-up, I thought, so I proceeded to the gym on a certain Wednesday with my friend who also wanted to enquire about the trial.
A Japanese name-sounding membership consultant, “Mr. K”, sat us down. I asked him whether we could only start the trial next Monday and prepare our entry passes in advance. Mr. K said the usual practice of voucher redemption is just to visit the gym on the day a prospect wants the trial to begin, in my case, next Monday. However, he volunteered to ask his Management for approval if we can get our passes in advance.
So into the office he went and after some minutes, he appeared with two forms and asked my friend and I to fill in. I assumed then the passes could be provided in advance. After completing the forms, I asked “what’s next and can we get the passes now”, and to my surprise, he repeated that we can redeem the voucher next Monday.
I was not amused. Why asked us to fill in the forms when we are not allowed to obtain the entry passes in advance? Was he even listening to what potential customers were enquiring?
Nevertheless, I thought there was a miscommunication of my enquiry, so….my friend and I left the gym feeling confused.
Incident 3:
On that following Monday, armed with our gym bags, we went to the gym again. I asked for Mr. K again (because I know he will get sales commission if we ever sign up) and again, he sat us down at the fancy discussion area, looking pleased.
Before we got any further, Mr. K asked if I brought a padlock for the locker. I didn’t because I never knew it is a requirement for True Fitness. My current gym certainly does not require a padlock. I then asked him for a spare one to be used on that Monday only, and again into the office he went and again, he returned with a negative.
“So, how do you expect me to try out your gym if you do not provide a spare padlock or inform prospects via a phone call or print that requirement on your trial vouchers?” I shot him this question, impressing upon him I was a prospect and not a signed member. Would a prospect know and expect such a simple security requirement from a gym that is so well advertised and marketed if he or she has not been informed prior to the trial? My contacts were on the form; my mobile number was on the walk-in guest form at the reception--so why can’t the gym be bothered enough to inform or remind the prospects to bring a padlock?
I was near mad when Mr. K asked us to return the next day with a padlock. Not wanting to interact with him any further, I asked him for the name and contacts of the manager of the Pavilion outlet for me to provide my feedback on how I was managed. Mr. K hesitated and again to the office he went and again, he appeared with a sheepish smile, saying “the manager asked you to contact the general line”.
I was shocked and couldn’t believe my ears. I asked him again the manager’s name and Mr. K refused to provide the manager’s name and informed me to call the general line. What on earth….?!
What gives?
I can hardly blame Mr. K for his lack of common sense and marketing relationship skills because his boss/ Management obviously is not keen enough to listen to customers’ feedback. Would I have the confidence to sign up to join the gym when a prospect is already being treated as a nobody?
And to Mr. K, if I were in your shoes, although the gym does not provide spare padlocks, I will on my own initiative, standby several padlocks for my prospects in the event they did not have one with them on their first trial day. After all, the prospects are already in the gym with their gym bags, ready to work out….
And because I could not get your name or contacts, dear Manager of Pavilion outlet, I hope this open letter serves as a reminder to better train your membership consultants and be more attentive to customers’ feedback, regardless their membership status.
Sing as though no one can hear you,
Love as though you have never been hurt,
Dance as though no one is watching,
Only then you can say you have lived!"
As the Beijing 2008 Olympic Games begins tonight, I can’t help but wonder if the world this time round awaits with higher anticipation for a cause to celebrate, considering the recent bleak times in many parts of the world. From economy depression to massive job loss, from the furor of nature to man-made disasters, most of us, I would think, get tired sometimes of tuning in and just wanted to tune out.
But today sings a different tune.
While I was driving to office this morning, caught in the usual traffic snarls, I realized today is indeed an extra special day because it only comes once in anyone’s lifetime. And to have the opening ceremony of the summer games on the same day makes it all the more celebratory…to celebrate sports champions of the past and new ones to be crowned, new world records to be stoned, new experiences to be lived and new friendships forged.
Tonight, we Earthlings come united, in spite of our economic borders, our differences in race, colour and belief. Tonight, the world is one, the world dreams alike, the world sings the same song. A song about celebrating humanity and excellence, about peace and most importantly, love. And you can bet on Sarah Brightman and company to deliver these elements in her finest finesse.
Perhaps, this special day also calls for all of us to pause and ponder on our lives and our future. How can we make ways and amends to achieve that humanity and excellence we have been searching for?
Happy 080808, everyone!