Exceptional customer service builds strong relationships with our customers , leading to increased loyalty . When our customers feel valued and supported , they are more likely to remain loyal to our brand and become promoters of Planet Fitness . By going above and beyond to meet their needs , you can create a positive impression that sets you apart from your competitors .

Delivering top-notch customer service helps in cultivating a positive brand image . Satisfied customers are more likely to spread positive word-of-mouth , influencing others to choose Planet Fitness as their preferred gym and sharing the many perks each membership includes . This can significantly enhance our brand reputation and attract new customers , leading to sustainable business growth .

Aiming for + 1 customer service ensures our customers receive personalized attention and prompt resolution to their

queries or concerns . Our member services team strives to respond to member inquiries within one business day . If member concerns need to be escalated to the club for resolution , we also ask that contact with the member is made within the same timeline . By providing timely and efficient solutions , you can exceed their expectations and enhance overall customer satisfaction . Satisfied customers are more likely to become brand advocates , resulting in increased referrals and recommendations .

By providing excellent customer service , you can significantly improve customer retention rates . Satisfied customers are more likely to return to your business , resulting in increased repeat business and a higher customer lifetime value . This not only boosts your revenue but also reduces marketing costs , as you can rely on existing customers for continued business .

Investing in + 1 customer service is not just an expense , it is an investment in the long-term success and growth of your business . By prioritizing customer satisfaction , you can build strong relationships , enhance the brand image and gain

a competitive edge . Remember , every customer interaction is an opportunity to create a positive and lasting impression that will benefit our business in the long run . by Brittany Burton

To leverage resources to ensure your team is properly prepared to provide + 1 customer service , please refer to the below Planet Fitness University courses :

• Raving Fans Service

• LeadDev 1.4 Communication

• LeadDev 1.5 Handling Conflict

• LeadDev 1.8 The + 1 % Member Experience

• LeadDev 2.1 Making Decisions & Solving Problems G

Brittany Burton is the Planet Fitness operations systems director . Burton may be reached at brittany . burton @ pfhq . com .

GearedUp | 2023 Issue 3

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