Lessons in Customer Experience

Today I had the pleasure of seeing both sides of customer experience; the good and the bad.

First, the bad.  I received a voicemail from the membership department of the gym I am a member of (Goleta Valley Athletic Club), announcing that I had won some free personal training sessions.  I was stoked, especially after spending many thousands of dollars with one of their trainers over the past few years.  Finally, something free. Not quite.  After speaking to the gym and informing them of my history (they didn’t know who I was and never looked at my account), they said I was ineligible because I had already been training.  The drawing was for new members only. Make sense, although the gym just shot themselves in the foot.  Here’s why:

1) No where was there fine print to announce that current members already training with a trainer were ineligible.
2) Pronounced me winner before getting their facts straight.  How hard is it to look up a name?
3) They announce me as a winner and then revoke the winnings, never offering any type of compensation.
4) At no time prior to the announcement did the gym bother to check my history, which would have eliminated my entry, prevented the phone call and I would have been none the wiser.
5) Even after knowing my membership status and becoming aware of my value to their, did they seem to care.

While apologetic, the gym has burned one of their more valuable members.   I have a call into the general manager to discuss the problem further, so I will keep you all posted.

(update 9/5 – I went into the gym today and the signage for the “drawing” has changed an updated entry forms, including large text: “First time personal training clients only.” This was not on the form I filled out, so I am happy to see the gym being more transparent with their eligibility requirements.)

(Update 9/9 – Talked to the general manager who said that there was confusion with my entry form and reading my writing.  Fair enough, I do write like a chicken sometimes.  Overall, the experience could have been better, but I feel this is an isolated incident and I would still recommend GVAC.)

Now, the second; the good.  On the heals of being treated poorly by the gym, I went to a popular, health food eatery here in Santa Barbara.   I was so impressed with the service, I couldn’t help but leave a $3 tip in their tip jar.  The gentelman whom took my order was courteous, answered all my questions, and showed sincere interest in helping me make the right salad choice.  They even gave me a discount because it was Labor Day weekend (not quite, but I’ll take it).  Not only that, but the food was brought to me with a smile and a huge Thank you for choosing them. They even shook my hand.    In addiiton, the receipt not only has coupons that I will actually use, but it details the nutritional value of my meal.  The transparency, service, and food blew me away.  I am so happy that good people and good companies still exist. (Check out Silvergreens – Santa Barbara)

It is interesting to me that both of these experiences happened back to back.  After getting burned by my gym, I was not happy to have to order food.  But the food experience was so good, I left smiling! After sharing these experiences, I hope you walk away with the power to think about your day to day experiences with the people you choose to do business with.  Please make your own decisions based on the customer experience.  If companies value you, they will show it.  If they don’t, walk away and give your money to the ones that do value YOU.  It is the power of the consumer.

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