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Health Club Management

Health Club Management

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Keep on running

Innovations in service and maintenance can keep frustrating ‘out of order’ signs from appearing in your club. Kate Langrish reports

By Kate Langrish | Published in Health Club Management 2014 issue 11
What customers value over anything else is reliability, avoiding equipment downtime
What customers value over anything else is reliability, avoiding equipment downtime

The last thing any club wants – either aesthetically or in terms of customer satisfaction – is an ‘out of order’ sign on one of its machines.

“We conducted an extensive study of operators, exercisers and service technicians – across five countries – around using and servicing equipment, and found that what customers value over anything else is reliability,” says Adam Hubbard, director of product management at Precor.

“Out of order signs can have a significant impact on member recruitment, retention and ancillary revenues, so you want machines that are designed with dependability, longevity and ease of service in mind.”

Any machines that do break down should be back up and running in ideally no more than 48 hours.

Here’s how the latest innovations in service and maintenance – as well as in product design itself – could save your club time, money, and above all frustrated members.

How to reduce downtime...

Rob Thurston
Rob Thurston
Rob Thurston,

Commercial Director,

Cybex UK


“Cybex’s new feedback system, Asset Management, allows customers to register each product online using the product’s unique serial number. Once registered, customers are able to automatically report equipment faults directly to our service department, and view the service history log for each piece of equipment.

“It also allows staff to track equipment usage, so they can swap machines around if, say, one spot in a row of treadmills is more popular. This ensures even usage, increasing equipment’s lifespan.

“Another function sets and tracks tasks for gym staff – which can include cleaning or maintenance checks – to ensure each piece of equipment is being managed correctly and efficiently.”

“Asset Management automatically reports equipment faults directly to the service department”

Joe Riley,

Operators Manager,

Pulse

Joe Riley
Joe Riley

“We’ve seen a decline in direct calls to the office thanks to the implementation of our online service portal in August 2014. This allows customers to log in to a website and view a stock asset list, raise service calls, view progress of service calls, request parts and export KPIs.

“Our in-house service engineers have also been issued with tablets giving access to the new service/stock management software, so all calls, service history, parts and availability are viewed and updated seamlessly. As a result, we’ve seen an improvement in the speed and efficiency of service calls.

“Each customer is given a digital and hard copy handover pack, including details on how to access and use the online portal.”

“Tablets allow engineers to view and update service history”

Adam Hubbard,

Director of Product Management,,

Precor

Adam Hubbard
Adam Hubbard

“Our extensive survey revealed it’s all about reliability, so the new Precor Experience Series treadmills incorporate a new motor drive system that draws fewer amps and improves internal cooling, which in turn increases the reliability of electronic components by four times.

“Another key addition is the brand new Active Status Light, which alerts facility staff and service technicians, at a glance, when service or maintenance is needed. It flashes yellow every 1,000 miles to indicate that maintenance is required.

“The new machines are simple to install and very easy to clean, avoiding small cracks that are difficult for the cleaning crew to reach. By incorporating feedback from service technicians, we’ve also ensured our new treadmills are even quicker to service, with common maintenance jobs such as replacing the belt or deck achievable in just 20 minutes or less.”

“The Active Light Status shows at a glance when a service is needed”

Susie Marriott,

Commercial Director,

Servicesport (UK)

Susie Marriott
Susie Marriott

“As an independent service provider, the more we know about what our customers have, the more predictable our parts stock can be.

“Our engineers have a hand-held device linked to our management system, and this allows them to capture data relating to the condition of the equipment – right down to detail like wear and tear on belts. Our parts stock is adjusted every time we start a new service agreement with a customer.

“We provide our customers with a service manual that shows them how to regularly clean and preventatively maintain their equipment in between their preventative maintenance service: it never costs as much to maintain equipment properly as it does to have a high number of reactive call-outs and a shortened life of equipment that hasn’t been looked after.”

“Preventative maintenance will save money”

Jeremy Jenkins,

MD,

SportsArt UK

Jeremy Jenkins
Jeremy Jenkins

“Service is one of the major reasons customers choose SportsArt. They can take delivery of equipment on the basis that, should any replacement parts be required, they’ll be delivered within 24 hours, and if an engineer needs to fit them, they’ll arrive within the following 24 hours.

“Our new warehouse has spare parts for every piece of equipment, so they can be shipped within hours of a client needing them. Most importantly, we’ve developed the SportsArt Customer Service Portal, which will shortly be launched on the UK website. The portal allows customers to order parts, book an engineer and use Live Chat to get advice.”

“Customers will be able to use Live Chat to get advice”

John Gamble,

Managing Director of EMEA,

Star Trac

John Gamble
John Gamble

“Equipment will break down, so it comes down to the speed of response. Our first-time fix rate is regularly at 95 per cent and our standard call-out time is just over 24 hours – well below the average of 48 hours in the UK. Our engineers have a critical parts list and appropriate spares on the van.

“The more problems you can fix first time, the more engineers you have to respond to other calls.

“Equipment quality is also vital. Take something like the bracket the pedals are attached to – a common thing to break. We produce 60,000 bikes a year and we haven’t had a single breakage to that part on any of them. If you get the quality right, then it frees up your engineers.”

“The more problems you fix first time, the more engineers you have to respond to other calls”

Margaret Vane,

UK Service Manager,

Life Fitness UK

Margaret Vane
Margaret Vane

“A poor experience can come at any stage within a process, so at Life Fitness we monitor all of our internal and field-based staff, the way in which they perform their roles and our overall service operating procedures.

“We’ve found that using service performance data in a more investigative manner has been particularly valuable, as it helps to highlight underlying factors that may exist within a customer’s own operating procedures. We’re then able to discuss these and work with customers to help ensure these issues can be minimised. This may involve offering simple documents for staff to use, setting up temporary courtesy visit schedules or giving additional maintenance instructions.”

“Service performance data is particularly valuable”

Alastair Watson,

Vice President Europe,

Keiser

Alastair Watson
Alastair Watson

“We’re constantly testing and updating so our equipment continues to be highly durable and maintenance-free. Most indoor cycles are designed to last around three years, but our M3 Bike easily surpasses that average by years.

“A big challenge facing clubs is the ability for them and their customers to download information, so with the new M3i, which launched earlier this year, we looked at a number of routes. That included USBs, but we discounted them because of breakage potential. The M3i is the first group-ex cycle with a Bluetooth wireless display, so it can be ‘partnered’ wirelessly with either a phone or tablet.”

“USBs have the potential to break, so we’ve used wireless technology”

Howard Swinyard,

Network and Services Director,

Technogym UK

Howard Swinyard
Howard Swinyard

“With customers increasingly looking to keep their assets for longer, service and maintenance and cost of ownership are bigger priorities than before. Service providers that can offer efficiency and dependability, as well as in-depth product knowledge, have the advantage.

“Recognising this, Technogym underpins all its service contracts with agreements that promise best-in-class time to service and first-time fix rate. We also invest heavily in product development to increase product reliability and durability.

“Clients can phone, email or book services round the clock through TG Direct, our online customer portal.”

“Companies that offer efficiency and dependability have the advantage”

Systems should be put in place to ensure machines are fixed within 48 hours
Systems should be put in place to ensure machines are fixed within 48 hours
Service and Maintenance
Service and Maintenance
http://www.leisureopportunities.com/images/454442_87201.jpg
Innovations in service and maintenance can keep frustrating ‘out of order’ signs from appearing in your club. Kate Langrish reports
People
One of the opportunities we’re looking at is in London. The location doesn’t suit a low-cost gym, but would suit a boutique-style model. - John Oxley
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HCM people

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SC Fitness, Portugal: head of customer experience
People often assume that those who pay more stay longer, but we don’t see this. What we see is that if you have PT you stay longer because you use more, not because you pay more
People
HCM people

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People know yoga, Pilates, HIIT and Barry’s Bootcamp, but many don’t know vibration training and it’s my intention, passion and purpose to make it available and bring it to the world
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features

Keep on running

Innovations in service and maintenance can keep frustrating ‘out of order’ signs from appearing in your club. Kate Langrish reports

By Kate Langrish | Published in Health Club Management 2014 issue 11
What customers value over anything else is reliability, avoiding equipment downtime
What customers value over anything else is reliability, avoiding equipment downtime

The last thing any club wants – either aesthetically or in terms of customer satisfaction – is an ‘out of order’ sign on one of its machines.

“We conducted an extensive study of operators, exercisers and service technicians – across five countries – around using and servicing equipment, and found that what customers value over anything else is reliability,” says Adam Hubbard, director of product management at Precor.

“Out of order signs can have a significant impact on member recruitment, retention and ancillary revenues, so you want machines that are designed with dependability, longevity and ease of service in mind.”

Any machines that do break down should be back up and running in ideally no more than 48 hours.

Here’s how the latest innovations in service and maintenance – as well as in product design itself – could save your club time, money, and above all frustrated members.

How to reduce downtime...

Rob Thurston
Rob Thurston
Rob Thurston,

Commercial Director,

Cybex UK


“Cybex’s new feedback system, Asset Management, allows customers to register each product online using the product’s unique serial number. Once registered, customers are able to automatically report equipment faults directly to our service department, and view the service history log for each piece of equipment.

“It also allows staff to track equipment usage, so they can swap machines around if, say, one spot in a row of treadmills is more popular. This ensures even usage, increasing equipment’s lifespan.

“Another function sets and tracks tasks for gym staff – which can include cleaning or maintenance checks – to ensure each piece of equipment is being managed correctly and efficiently.”

“Asset Management automatically reports equipment faults directly to the service department”

Joe Riley,

Operators Manager,

Pulse

Joe Riley
Joe Riley

“We’ve seen a decline in direct calls to the office thanks to the implementation of our online service portal in August 2014. This allows customers to log in to a website and view a stock asset list, raise service calls, view progress of service calls, request parts and export KPIs.

“Our in-house service engineers have also been issued with tablets giving access to the new service/stock management software, so all calls, service history, parts and availability are viewed and updated seamlessly. As a result, we’ve seen an improvement in the speed and efficiency of service calls.

“Each customer is given a digital and hard copy handover pack, including details on how to access and use the online portal.”

“Tablets allow engineers to view and update service history”

Adam Hubbard,

Director of Product Management,,

Precor

Adam Hubbard
Adam Hubbard

“Our extensive survey revealed it’s all about reliability, so the new Precor Experience Series treadmills incorporate a new motor drive system that draws fewer amps and improves internal cooling, which in turn increases the reliability of electronic components by four times.

“Another key addition is the brand new Active Status Light, which alerts facility staff and service technicians, at a glance, when service or maintenance is needed. It flashes yellow every 1,000 miles to indicate that maintenance is required.

“The new machines are simple to install and very easy to clean, avoiding small cracks that are difficult for the cleaning crew to reach. By incorporating feedback from service technicians, we’ve also ensured our new treadmills are even quicker to service, with common maintenance jobs such as replacing the belt or deck achievable in just 20 minutes or less.”

“The Active Light Status shows at a glance when a service is needed”

Susie Marriott,

Commercial Director,

Servicesport (UK)

Susie Marriott
Susie Marriott

“As an independent service provider, the more we know about what our customers have, the more predictable our parts stock can be.

“Our engineers have a hand-held device linked to our management system, and this allows them to capture data relating to the condition of the equipment – right down to detail like wear and tear on belts. Our parts stock is adjusted every time we start a new service agreement with a customer.

“We provide our customers with a service manual that shows them how to regularly clean and preventatively maintain their equipment in between their preventative maintenance service: it never costs as much to maintain equipment properly as it does to have a high number of reactive call-outs and a shortened life of equipment that hasn’t been looked after.”

“Preventative maintenance will save money”

Jeremy Jenkins,

MD,

SportsArt UK

Jeremy Jenkins
Jeremy Jenkins

“Service is one of the major reasons customers choose SportsArt. They can take delivery of equipment on the basis that, should any replacement parts be required, they’ll be delivered within 24 hours, and if an engineer needs to fit them, they’ll arrive within the following 24 hours.

“Our new warehouse has spare parts for every piece of equipment, so they can be shipped within hours of a client needing them. Most importantly, we’ve developed the SportsArt Customer Service Portal, which will shortly be launched on the UK website. The portal allows customers to order parts, book an engineer and use Live Chat to get advice.”

“Customers will be able to use Live Chat to get advice”

John Gamble,

Managing Director of EMEA,

Star Trac

John Gamble
John Gamble

“Equipment will break down, so it comes down to the speed of response. Our first-time fix rate is regularly at 95 per cent and our standard call-out time is just over 24 hours – well below the average of 48 hours in the UK. Our engineers have a critical parts list and appropriate spares on the van.

“The more problems you can fix first time, the more engineers you have to respond to other calls.

“Equipment quality is also vital. Take something like the bracket the pedals are attached to – a common thing to break. We produce 60,000 bikes a year and we haven’t had a single breakage to that part on any of them. If you get the quality right, then it frees up your engineers.”

“The more problems you fix first time, the more engineers you have to respond to other calls”

Margaret Vane,

UK Service Manager,

Life Fitness UK

Margaret Vane
Margaret Vane

“A poor experience can come at any stage within a process, so at Life Fitness we monitor all of our internal and field-based staff, the way in which they perform their roles and our overall service operating procedures.

“We’ve found that using service performance data in a more investigative manner has been particularly valuable, as it helps to highlight underlying factors that may exist within a customer’s own operating procedures. We’re then able to discuss these and work with customers to help ensure these issues can be minimised. This may involve offering simple documents for staff to use, setting up temporary courtesy visit schedules or giving additional maintenance instructions.”

“Service performance data is particularly valuable”

Alastair Watson,

Vice President Europe,

Keiser

Alastair Watson
Alastair Watson

“We’re constantly testing and updating so our equipment continues to be highly durable and maintenance-free. Most indoor cycles are designed to last around three years, but our M3 Bike easily surpasses that average by years.

“A big challenge facing clubs is the ability for them and their customers to download information, so with the new M3i, which launched earlier this year, we looked at a number of routes. That included USBs, but we discounted them because of breakage potential. The M3i is the first group-ex cycle with a Bluetooth wireless display, so it can be ‘partnered’ wirelessly with either a phone or tablet.”

“USBs have the potential to break, so we’ve used wireless technology”

Howard Swinyard,

Network and Services Director,

Technogym UK

Howard Swinyard
Howard Swinyard

“With customers increasingly looking to keep their assets for longer, service and maintenance and cost of ownership are bigger priorities than before. Service providers that can offer efficiency and dependability, as well as in-depth product knowledge, have the advantage.

“Recognising this, Technogym underpins all its service contracts with agreements that promise best-in-class time to service and first-time fix rate. We also invest heavily in product development to increase product reliability and durability.

“Clients can phone, email or book services round the clock through TG Direct, our online customer portal.”

“Companies that offer efficiency and dependability have the advantage”

Systems should be put in place to ensure machines are fixed within 48 hours
Systems should be put in place to ensure machines are fixed within 48 hours
Service and Maintenance
Service and Maintenance
http://www.leisureopportunities.com/images/454442_87201.jpg
Innovations in service and maintenance can keep frustrating ‘out of order’ signs from appearing in your club. Kate Langrish reports
Latest News
Mid-market health club operator Total Fitness has acquired Pro-Fit Personal Training. The deal follows a ...
Latest News
PureGym is set to become the second largest fitness operator in Europe, after revealing plans ...
Latest News
The Glass House Retreat, a new eco-friendly health and wellness retreat, has opened in Bulphan, ...
Latest News
A large-scale study on genetics has shown that being more physically active reduces the risk ...
Latest News
The Gym Group has confirmed plans to roll out a new small box format in ...
Latest News
Representatives from the three main political parties have backed the view that physical activity has ...
Latest News
Life Leisure is expanding its facility portfolio with the launch of an independent boutique fitness ...
Latest News
Almost half of children and young people (46.8 per cent) in England are doing the ...
Latest News
A local fitness operator with 11 clubs in Chicago, US, is looking to muscle in ...
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Fitness industry veteran Nick Coutts has been appointed chair of Danish fitness tech firm Motosumo. ...
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The improvements in health and wellbeing associated with exercise referral schemes aren’t as large as ...
Job search
POST YOUR JOB
Featured supplier news
Featured supplier: Harlands Effect: Make Your Business More Profitable
Harlands Group is a membership management service for health and fitness operators, which interacts directly with members to effectively manage membership payments.
Featured supplier news
Featured supplier: Gympass expands in Ireland with flagship operator Gym Plus
Gympass, a leader in corporate fitness sales, has expanded its network to Ireland following a new partnership with Gym Plus.
Company profiles
Company profile: MoveGB
Move is the fitness marketplace connecting our partners with customers through the largest variety of ...
Company profiles
Company profile: Wattbike
Wattbike is the creator of the world’s most advanced and innovative indoor bikes, developed in ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Audio visual
Hutchison Technologies: Audio visual
Fitness software
Go Do.Fitness: Fitness software
Professional services
Deloitte UK: Professional services
Spa software
SpaBooker: Spa software
Fitness equipment
Stages Cycling: Fitness equipment
Direct debit solutions
Debit Finance Collections: Direct debit solutions
Locking solutions
Ojmar: Locking solutions
Lockers/interior design
Fitlockers: Lockers/interior design
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Trade associations
International SPA Association - iSPA: Trade associations
Property & Tenders
Diary dates
21-23 Jan 2020
Harrogate Convention Centre, Harrogate, United Kingdom
Diary dates
28-30 Jan 2020
Ericsson Exhibition Hall, Ricoh Arena, Coventry, United Kingdom
Diary dates
29-30 Jan 2020
Holiday Inn San Francisco-Golden Gateway, San Francisco, United States
Diary dates
23-25 Mar 2020
Hilton, Barcelona, Spain
Diary dates
25-26 Mar 2020
Eastwood Hall, Nottingham, United Kingdom
Diary dates
19-24 Apr 2020
tbc, Beijing, China
Diary dates
04 Jun 2020
Marriott Forest of Arden Hotel & Country Club, Birmingham, United Kingdom
Diary dates
10-27 Jun 2020
tbc, Pinggu, China
Diary dates
13 Jun 2020
Worldwide, Various,
Diary dates
17-18 Jun 2020
ExCeL London, London, United Kingdom
Diary dates
21-24 Sep 2020
Loews Coronado Bay Resort, Coronado, United States
Diary dates
30-31 Oct 2020
NEC, Birmingham, United Kingdom
Diary dates
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