With many leisure operators focusing their efforts on membership retention in these uncertain times, it’s no surprise that Ridgeway Leisure has been experiencing growth in its spare parts and maintenance business

The sister company to Ridgeway Furniture; one of the leading locker manufacturers in the industry, has seen an increase in sales across the board including online at ridgewayleisure.com, indicating a focus on service and customer satisfaction within the market.

“Member retention is just as important as gaining new customers, and the experience in the locker rooms can often be forgotten in lieu of the activities in the gym” says Mark Cutler, managing director.

“In our experience, there are often 30 per cent of lockers in a changing room that need some sort of attention – whether it be something as simple as a missing hanger or more significant, such as a damaged door. Most of these issues can be easily and inexpensively resolved and return a fully functional compartment to service.

“Over time, if not addressed, these small niggles can really have a negative impact on the overall member experience, but if clubs get it right, it can keep members happy and improve retention.”

We have the missing parts
One of the difficulties many clubs experience in maintaining their locker rooms is knowing where to source a specific part. The range of ironmongery and fittings used in any one room can be vast, with some bespoke to an individual club. The team at Ridgeway Leisure has an in-depth technical knowledge of fixtures and fittings, with the most common items listed on their website for immediate ordering. “We pride ourselves on being able to offer solutions when others can’t. If a part is discontinued, we’ll strive to offer an alternative – working with our extensive supplier base. If necessary, and if quantities allow, we’ll get items made to suit a specific application,” says Cutler. “There isn’t much our team hasn’t seen over the years!”

Design refresh
The company has also had significant success supplying larger custom-made items including seating, storage and vanity units. With the ability to utilise the manufacturing expertise of Ridgeway Furniture, bespoke pieces designed to complement existing furniture and colour schemes can provide an increase in functionality, as well as impactful design – without the investment required for a full refurbishment.

“Our lockers are built to last; in some cases our customers are coming back to us looking for a design refresh and perhaps a luxurious feature vanity or more seating or towel storage. If their lockers are still in great condition they don’t want to replace everything in their changing rooms. We can really add value in these circumstances,” continues Cutler.

Even if Ridgeway didn’t install the original furniture, help is still at hand from the team. “Our industry knowledge is second to none, so designing a piece to complement and improve any changing room space comes naturally to us. And we have the joinery expertise to handle any installation seamlessly,” he says.