Big Health Club Chains Need to Change There Sales Policies

Now I understand why many of the big health club chains are declaring Chapter 11. Their sale tactics are still in the dark ages and reminiscent of stereotypical used care salesmen. A friend of mine asked me to help her out with her workout because she felt she needed to amp it up for the marathon she's running. She has been a member of a popular "Gym" chain for a couple of years which has now changed its name in order to serve a more diverse population.

I discussed my friend's goals, time availability and where she was going to train. I gave her a workout card that I usually give all my clients after they receive a consultation with me. She then proceeded to go workout at "her gym" to workout. She decided to ask one of the trainers at the gym for help since the setup was a little different then at my facility. Amazing but true: all she got was a few weird looks and a comment about not knowing what a "triangle row" was. The trainer also went on to say that he was not familiar with most of the exercises on the workout card... so much for some help. As you would expect, I received a call from my friend and she relayed the story to me, asking if I would accompany her to her next workout. She didn't feel comfortable and thought she would perform the exercises incorrectly. I scheduled some time and off we went. This is where the bullshit began.

We walked into "her Gym" with my guest pass in hand. I was informed that I needed to fill out a form . . . name, address, age, fitness goals, you get the picture. BANG! Then it happened: "Mr. Castellano you need to meet with someone". What? Why? I came here to workout with my friend. Are you friggin' kidding me? Here comes "Smiling Bob", in his blue dress shirt, looking like he wants to sell me a used car. I have to give it to him, his shirt was pressed to impress. I felt every nerve in my body surge. Before he even started in on his sales pitch rant, I told him to stop and that I was only there because his inadequate staff couldn't help my friend and that I would just be working out with her this once. He didn't know what to do but to let me workout.

I'm not completely sure who has influenced this "Used Car Sales" approach but if these clubs know what's good for them, it needs to stop. I could understand a mild greeting from an assistant manager, manager or sales person to establish a rapport and a "If you have any questions I'd be glad to help" comment and let me be on my merry way. You don't need to be a sales and marketing genius to know that if you present yourself with a friendly smile, say your name clearly, that's a good first step in establishing a relationship with your potential customer. I don't react well when a salesman presents a full court press when I first walk in any door. Something I always try to do is get as much information from the potential customer, present myself in a way that would be positively memorable, let the person experience my workouts, products or websites and then follow up with them in a friendly manner and schedule a time to talk to them about how my products can help them.

If you're talking at me...I'm not listening. Go sell it somewhere else.