by Ken Heathcote | Sep 1, 2014 | Blog |
How do we know what the customer wants if we don’t know them? In most retail, service and hospitality outlets it is reasonably obvious; the customer wants goods served with a certain modicum of pleasantries and attitude. But in the health club business we assume they want equipment in all its variety and served with a smile. The word here is ‘assume.’ We assume they know what to do with the variety, but not how to achieve the results that draws them to the gym in the first place. In over 50 years of running clubs I never knew anyone who joined for the equipment! So I ask the question, ‘Do we give them what they want?’ – Think about...
by Ken Heathcote | Aug 31, 2014 | Blog |
Customer service should be a given and it isn’t. In an age of social media and coping with the technological revolution we have taken our eye off the ball. In a world of Twitter, Facebook, LinkedIn and all the other means of communication we have failed to teach our young people about body language, interpersonal skills and words that have an impact on gaining rapport, the building of trust, respect and integrity. It is not their fault – it is...
by Ken Heathcote | Aug 30, 2014 | Blog |
I am more than happy with my health club. I get my 1 hour a day workout – and I then have a coffee with a bunch of friends who share the leisure time. All this is enough for me because I am a lifetime trainer who has found his level. The one of the 1% in all clubs. I think the ‘chains’ have to up their game - they are in a twenty five year rut that they need to get out of! If they don’t, all they will be left with,  will be the lifers like...
by Ken Heathcote | Aug 28, 2014 | Blog |
People still ask me, did I enjoy running, lifting and being in business for 40 years; they still ask me now, if I enjoy doing my 100 laps each day in the pool. I only enjoyed those things and more when I had accomplished the discipline. Of course I enjoyed what I did and what I do now, but completing what I had set out to do gives me great satisfaction and that gives me the...
by Ken Heathcote | Aug 27, 2014 | Blog |
You cannot see touch – hear taste – or smell inspiration – you can only experience it. What you can do is use all the other 5 senses to stimulate the sixth sense of being alive, and capture the moments that bring magic to your life.
by Ken Heathcote | Aug 26, 2014 | Blog |
‘Uniqueness’ as perceived by the customer: In the early eighties Stu Leonard had the most profitable grocery store in the world. His philosophy was the customer is always right and as testimonial to his values and beliefs he had this carved out of a 3 ton tablet of stone and placed at the entrance to is store. Rule 1 – The customer is always right Rule 2 – If the customer is wrong see Rule 1 The reason he went to such great lengths in expressing his beliefs was not just to remind his customers of his philosophy but to remind himself of the beliefs he ran his business on. When it comes to the customer there should be no place to...
