Members for Life: Proven Service and Retention Strategies for Health-fitness and Sports Clubs - Softcover

Gerson, Richard F.

 
9780736000031: Members for Life: Proven Service and Retention Strategies for Health-fitness and Sports Clubs
Softcover
ISBN 10: 0736000038 ISBN 13: 9780736000031
Verlag: Human Kinetics Publishers, 1999

Inhaltsangabe

Nearly every health and fitness club has state-of-the-art equipment, comprehensive training programmes and qualified staff. Based on the premise that customer service is critical to the success of every club, this marketing text aims to show how to develop a customer service standard that will keep members coming back once they have joined. The auth or provides a worksheet to calculate the cost of losing a member. He describes the services that members want, need and expect; identifies crucial skills from basic telephone and communication skills, to tips for managing angry members. Checklists are provided to reinforce the theory and practice.

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Über die Autorin bzw. den Autor

Richard F. Gerson is president of Gerson Goodson Performance Management. He has lectured extensively and conducted workshops and seminars across the nation on customer service, retention, and club business. He has been a featured speaker at many industry conventions, and he is one of the International Health, Racquet & Sportsclub Association's top speakers. He has written 10 books on marketing and customer service, including Marketing Health/Fitness Services and Beyond Customer Service.

Gerson received his PhD in Sports Psychology from Florida State University in 1978. He is certified as a management consultant, professional consultant, professional marketing consultant, and American College of Sports Medicine health/fitness director. In his free time, Gerson enjoys reading, exercising, playing basketball, and spending time with his family.

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Verlag
Human Kinetics Publishers
Erscheinungsdatum
1999
Sprache
Englisch
ISBN 10 
0736000038
ISBN 13 
9780736000031
Einband
Taschenbuch
Anzahl der Seiten
217
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Verantwortliche Person
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