<\/p>\n\n\n\n
Here\u2019s what happens when you are NOT\nproactive and DON\u2019T LISTEN to customers \u2026 I\u2019m afraid Boston Sports Clubs are about\nto learn a painful PR lesson. <\/p>\n\n\n\n
While many gyms communicated proactively\nto customers that they would be halting billing and freezing memberships,\nBoston Sports Clubs went out of their way to make it nearly impossible for\nmembers to cancel memberships and freeze accounts during the COVID19 closure period. A few weeks after closing, they sent an email\nto customers letting them know that when they re-open, they will work with\nmembers on credit arrangements. They did\nnot, however, provide any options for stopping payment while they remain\nclosed. As a result, they find\nthemselves in the following boat: <\/p>\n\n\n\n
In visiting the FB page of the local BSC,\nI found many negative comments about the rudeness of staff and dirty condition\nof the gym. BSC uses the same impersonal response every time: <\/p>\n\n\n\n
Boston Sports\nClubs<\/strong><\/a> We\nappreciate you taking the time to review our club. We’re very sorry for the\nissues you have experienced and we’d like to follow up with you personally. If\nyou could email HereToHelp@tsiclubs.com, a member of the Customer Services team\nwill get back to you shortly. Thank you for reaching out. Best, The HereToHelp\nTeam<\/p>\n\n\n\n BSC fails to realize that this is a time to\n\u201cserve not sell\u201d your customers, not take advantage of them. When gym members are being forced out of their\nnormal behavior routine of going to the gym and are finding alternatives\n(exercising outdoors, constructing home gym setups, live streaming yoga\nclasses), they should be finding ways to excite members about coming back,\nnot drive them away. Clearly BSC did not study their competitor\u2019s\npolicies or look at some of the creative ways other gyms are using their space\nto serve the public and build relationships with members (https:\/\/www.patriotledger.com\/news\/20200331\/quincy-ymca-to-serve-as-secondary-homeless-shelter<\/a>). <\/p>\n\n\n\n All of this could have been avoided with\nsome proactive communication and customer-friendly policies. Lesson shared!<\/p>\n","protected":false},"excerpt":{"rendered":" Here\u2019s what happens when you are NOT proactive and DON\u2019T LISTEN to customers \u2026 I\u2019m afraid Boston Sports Clubs are about to learn a painful PR lesson. While many gyms communicated proactively to customers that they would be halting billing and freezing memberships, Boston Sports Clubs went out of their way to make it … <\/p>\n