It would be an excellent customer success tactic for a growing fitness chain to offer some credit back to member holders at locations that were closed a week plus such as Central Fort Lauderdale and Lighthouse Point due to Irma. Members understand this was an act of nature, but when the closure is for that long offering even a 5 percent credit on this September's membership billing would go a long way for showing how much your organization values it's members. It's just good customer service.
I must say that I was really excited to attend the first Fort Lauderdale Members Night at the W that included Central Fort Lauderdale, Fort Lauderdale, and North Fort Lauderdale faculty/members to only end the evening disappointed. The handling of the raffle that night after promoting for several weeks that each member would receive 1 ticket each time they attended a class and received 12 or more splat points that would go in the raffle drawing on Members night was appalling. The head trainer at Fort Lauderdale on 17th rushed through calling out the ticket numbers and then selected an OTF front desk staff member to win the drawing on "Members Night". Again, I don't think anyone would have had a problem with this if this had not been promoted as Members Night but a faculty/staff/members event. Please don't give a front desk staff member the prize at the next "Members Night" - it doesn't make sense. A few other members brought this up to the head trainer at Fort Lauderdale on 17th nicely to only be completely shut down and told their thinking was wrong.
With Fort Lauderdale being where OTF began it would be nice to see more corporate level training to the Head Trainers/Studio Managers at these Corporate locations. Specifically in social media messaging during difficult questions or during surprising closures.
To leave things positively - It's been an absolute pleasure to watch Josh continue to grow his career at OTF and we hope he stays around and does not depart the area anytime soon.