十種保留會(huì)員的方法_第1頁(yè)
十種保留會(huì)員的方法_第2頁(yè)
十種保留會(huì)員的方法_第3頁(yè)
免費(fèi)預(yù)覽已結(jié)束,剩余1頁(yè)可下載查看

下載本文檔

版權(quán)說(shuō)明:本文檔由用戶(hù)提供并上傳,收益歸屬內(nèi)容提供方,若內(nèi)容存在侵權(quán),請(qǐng)進(jìn)行舉報(bào)或認(rèn)領(lǐng)

文檔簡(jiǎn)介

1、10 Ways to Keep Your Members (Happy!)十種保留會(huì)員的方法(快樂(lè))The health club industry enjoys great success in selling memberships in the United States . However, for every 15 million members who walk in the front doors, 12 millionexit through clubs' back doors. Membership attrition represents a financial l

2、oss for owners, an opportunity loss for managers, and an experiential failure for members.While there is no one-size-fits-all solution,the following suggestions can help youimprove your club's rete nti on.在美國(guó),健身俱樂(lè)部行業(yè)在銷(xiāo)售會(huì)籍方法做得非常成功。然而,每1千5百萬(wàn)會(huì)員前腳邁進(jìn)俱樂(lè)部,而其中1千2百萬(wàn)會(huì)員后腳就放棄了。會(huì)員的這種流失不僅給俱樂(lè)部投資方帶來(lái)了相當(dāng) 大的經(jīng)濟(jì)損失,同

3、時(shí)對(duì)俱樂(lè)部經(jīng)理也是一種損失,對(duì)俱樂(lè)部會(huì)員來(lái)說(shuō),更是一次失敗的經(jīng)歷。雖 然任何事情都沒(méi)有萬(wàn)能的解決辦法,但是以下建議將會(huì)給大家一定的幫助,幫助大家改善俱樂(lè)部 的會(huì)員保有,降低會(huì)員流失率。1. Get the right people on board.挑選正確的員工及會(huì)員Every employee either strengthensor weakens the culture that either supports ordepletes a club's initiatives aimed at improving retention. Employees must recogni

4、ze the vital role they play in making the club friendlier, more responsive, more hospitable,and more effective in help ing members connect to the club to which they have hitchedtheir hopes for a healthier, more enjoyable life. This raises the issue of firing - not simplyfiring staff who poison the m

5、orale of their fellow workers, but also of firing memberswho pois on the well of membership morale. If a member is a chronic compla in er a nd iscon ti nu allycom muni cati nghis misery to other members,man ageme ntmay bewell-served from a rete nti on perspective to in vite him to take his bus in es

6、s elsewhere.俱樂(lè)部每位員工都可能促進(jìn)或者抑制俱樂(lè)部文化的發(fā)展,這種俱樂(lè)部文化的好壞取決于是提高還是削弱俱樂(lè)部改善會(huì)員保有率的積極性。俱樂(lè)部每位員工都必須認(rèn)清自己在俱樂(lè)部中的角色及職 責(zé),友好、熱情地幫助會(huì)員實(shí)現(xiàn)自己的健身目標(biāo),享受健康生活,形成俱樂(lè)部與會(huì)員之間的友好 橋梁,對(duì)會(huì)員的需求做出高效的回應(yīng)。這就涉及到選人用人解雇人的問(wèn)題了,所謂解雇其實(shí)不僅僅是指解雇員工中的害群之馬,同時(shí)也應(yīng)當(dāng)拒絕那些對(duì)會(huì)籍制度及體系有破壞性影響的會(huì)員。例如某位會(huì)員自身是個(gè)怨天尤人的投訴者,總是不斷地把自己所謂的“不幸”轉(zhuǎn)告給其它會(huì)員,那 么管理層就有必要拒絕那些影響他人的會(huì)員了。2. Hone your

7、 staff's hospitality skills and reward successes.強(qiáng)抓員工熱情服務(wù)技巧,優(yōu)秀者給予獎(jiǎng)勵(lì)Hospitality skills can never be assumed, nor can they ever be completely perfected. They can only be taught, nu rtured, modeled, and in cessa ntly in creme ntalized. Hospitality trai ning should be a regularly scheduled trai ning

8、 eve nt that invo Ives the entire staff. The club's senior leadershipshould model this trainingin their dailyin teract ion with members Reward and recog nize employees who create mome ntsofmagic for members.熱情服務(wù)是無(wú)法假裝的,也不可能永遠(yuǎn)都能做到完美。熱情服務(wù)只有經(jīng)過(guò)俱樂(lè)部的教導(dǎo)、培育、模仿,不斷地改善及提高。俱樂(lè)部應(yīng)當(dāng)定期為全體員工舉辦熱情服務(wù)等方面的培訓(xùn)。領(lǐng)導(dǎo)及管理層也應(yīng)當(dāng)在

9、日常工作中向員工做出榜樣,制定獎(jiǎng)勵(lì)政策,對(duì)提供優(yōu)秀服務(wù)的員工給予獎(jiǎng)勵(lì)及認(rèn)可。3. Make sure owners and man agers are visible.俱樂(lè)部老板及經(jīng)理應(yīng)時(shí)常在俱樂(lè)部中走動(dòng)At prime time, i.e., whe n the club is busiest, no man ager should be buried in an office;rather, at those times, man agers should be on the floor in teract ing with members. Inadditi on, the occasi

10、 onal prese nee on the premises of a club's owner is a stateme nt thathe or she cares and is pers on ally in terested in everythi ng that happe ns in the club.通常俱樂(lè)部最繁忙的時(shí)候,經(jīng)理都不應(yīng)只是待在自己的辦公室里;相反,多數(shù)時(shí)候經(jīng)理應(yīng)當(dāng)在俱樂(lè)部健身區(qū)域里與會(huì)員進(jìn)行溝通及交流。另外,俱樂(lè)部老板也應(yīng)時(shí)常在俱樂(lè)部里出現(xiàn)及走動(dòng),親 自去了解俱樂(lè)部每天所發(fā)生的事情及經(jīng)營(yíng)狀況。4. Take nothing for gran ted wh

11、ere new members are concern ed.方方面面地幫助及關(guān)心新會(huì)員,責(zé)無(wú)旁怠Ask new members to state their fit ness objectives and inten ti ons. These are uni ikely tocha nge, and they can be used later as leverage to re-motivate members whose usagepatter ns in dicate that they are losi ng touch with the club. Approximately 4

12、0% of newhealth club members are first-time members. They need to migrate through many unique psychologicalbarriers. For them, every policy, program, and piece of fitnessequipme nt is a mystery. Provide every new member with a pers on alized in troductio n to your facility. Within the first two week

13、s, call to ask about their experie nee.新會(huì)員入會(huì),詢(xún)問(wèn)他們自己的健身目標(biāo)及目的。通常會(huì)員的健身目標(biāo)不太可能隨便變換,因此了解會(huì)員的健身目標(biāo)可以在日后加以利用:當(dāng)會(huì)員在使用中漸漸失去激情及動(dòng)力的時(shí)候,可以以此提醒他們,鼓勵(lì)他們重新找回健身的熱情及動(dòng)力。通常俱樂(lè)部約 40%的會(huì)員都是第一次加入俱 樂(lè)部。他們必須克服不同的心理障礙。新會(huì)員對(duì)于俱樂(lè)部的每個(gè)政策、訓(xùn)練項(xiàng)目及設(shè)備的使用都 是一頭霧水。以及俱樂(lè)部必須為每位新會(huì)員提供一項(xiàng)個(gè)性化的介紹,讓新會(huì)員盡早了解俱樂(lè)部的所有設(shè)備及服務(wù)。在入會(huì)后的首 2周,可以致電新會(huì)員詢(xún)問(wèn)其健身想法及經(jīng)歷。5. I ncen tive club usage early on.從一開(kāi)始就激勵(lì)會(huì)員積極使用俱樂(lè)部Activati ng members withi n the first 90 days is esse ntial. Combat early term in ati on byincentivizing club usage during this time. For example: if a new member uses the club4-5 times in the first 30 days, give him 2 guest passes; i

溫馨提示

  • 1. 本站所有資源如無(wú)特殊說(shuō)明,都需要本地電腦安裝OFFICE2007和PDF閱讀器。圖紙軟件為CAD,CAXA,PROE,UG,SolidWorks等.壓縮文件請(qǐng)下載最新的WinRAR軟件解壓。
  • 2. 本站的文檔不包含任何第三方提供的附件圖紙等,如果需要附件,請(qǐng)聯(lián)系上傳者。文件的所有權(quán)益歸上傳用戶(hù)所有。
  • 3. 本站RAR壓縮包中若帶圖紙,網(wǎng)頁(yè)內(nèi)容里面會(huì)有圖紙預(yù)覽,若沒(méi)有圖紙預(yù)覽就沒(méi)有圖紙。
  • 4. 未經(jīng)權(quán)益所有人同意不得將文件中的內(nèi)容挪作商業(yè)或盈利用途。
  • 5. 人人文庫(kù)網(wǎng)僅提供信息存儲(chǔ)空間,僅對(duì)用戶(hù)上傳內(nèi)容的表現(xiàn)方式做保護(hù)處理,對(duì)用戶(hù)上傳分享的文檔內(nèi)容本身不做任何修改或編輯,并不能對(duì)任何下載內(nèi)容負(fù)責(zé)。
  • 6. 下載文件中如有侵權(quán)或不適當(dāng)內(nèi)容,請(qǐng)與我們聯(lián)系,我們立即糾正。
  • 7. 本站不保證下載資源的準(zhǔn)確性、安全性和完整性, 同時(shí)也不承擔(dān)用戶(hù)因使用這些下載資源對(duì)自己和他人造成任何形式的傷害或損失。

評(píng)論

0/150

提交評(píng)論