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Power to the people
2008 June 22
Since I last posted my recent bout with pubic lice, I found myself getting nowhere fast with the club manager Chad. Not one to give up, I blindly tried two e-mail addresses at 24 Hour Fitness. Within an hour, I made contact.
Dear Mr. Elliott:
First of all thank you for the letter of concern and second I apologize for you having to experience a sub par condition of our DT Seattle club. I can assure you that we take our cleanliness and member concerns very serious.
I am currently out of the office until next week but will address the situation as soon as I get back. There are never any excuses for our club to not be at the standard of excellence and obviously we have dropped the ball here.
Once I do my due diligence and get this situation fixed, I will follow back up with you to let you know what steps we have taken to make sure you or any other member never has to go through this again.
We do appreciate your patronage Mr. Elliott and please know that at 24 Hour Fitness we do care about making sure we have the best facilities and the best member experience.
Sincerely,
Steve Block
Regional Vice President
Lesson: every member of a company should recognize their brand and its value to the consumer. It’s not enough that an executive should understand what it means to uphold a company’s mission and values. Where the disconnect occurred between a regional vice president and a club manager is a soon to be an open employment opportunity.
Monday I received an e-mail from the club manager: I would receive a full refund of my prepaid membership. Never doubt the power of the consumer.