In our highly-competitive industry, we are entering the age of member retention in which the most important thing we can do as operators and managers is to learn how to keep the business that is the most costly and difficult to acquire. We define this new era by our ability to build a culture of success where every member has a chance to succeed and who is appreciated and valued for his or her contribution to our businesses. Your first step in achieving a financially successful club in today’s market is customer service and that step begins with this book.
Credible and compelling, Thomas Plummer is a trusted and astute leader in the fitness industry today. His no-nonsense approach, wit and wisdom lend themselves to an enjoyable read that delivers real world, tangible advice club owners can implement right away to increase membership and grow their businesses. Today more than ever, Thom Plummer’s candid and indispensable insight proves powerful and effective