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Health Club Management

Health Club Management

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UNITING THE WORLD OF FITNESS
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Health Club Management

Health Club Management

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”

If you would like to get each issue of HCM magazine sent direct to you for FREE, plus the weekly HCM ezine, sign up now!
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
HCM people

Ben Lucas

Founder, Flow Athletic, Sydney
We advise our Flow Athletes to complete classes at a ratio of one yoga class to one strength class to one cardio class. This combination has very positive effects
People
We have one club in Madrid with 27,500 customers and 20,000 people on a two year waiting list
People
HCM people

Aaron Smith

Founder, KX Pilates
‘KX’ stands for ‘the Kaizen Experience’, which means ‘change for the better’ in Japanese. It’s a philosophy that focuses on continuous improvement. We’re always seeking to improve, not only as a company but as individuals
Features
Supplier showcase
Working with Precor, Aberdeen Sports Village has undergone a £500k overhaul to strengthen the user experience and put digital connectivity at the core of its offering
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Supplier showcase
Bannatyne has driven member engagement with Les Mills during the lockdown
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Strength
It’s considered a fundamental part of our fitness routines by medical professionals, but many exercisers, particularly women, are still put off by strength training. We asked leading suppliers what they’re doing to champion strength
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Opinion
The over-70s were treated as one homogenous group during the lockdown and advised to shield. Colin Milner, founder and CEO of the International Council on Active Aging says this is leading to an increase in ageism that the industry must fight to overcome
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Consumer culture
Ken Hughes, expert in consumer culture and human behaviour spoke as part of the Technogym Talks series of webinars about how operators can navigate the new consumer landscape
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Partner briefing
BMF, the outdoor fitness franchise company co-owned by Bear Grylls, is launching a £1m initiative designed to offer financial support to PTs and exercise professionals in getting back to work after the lockdown
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feature
As the health and fitness industry gears up for reopening, Caroline Constantine, MD of Right Directions, shares critical guidance about safe operating procedures
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Industry body ukactive has launched an Independent Operators' Steering Group, catering for members who run ...
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The UK's fitness industry can finally get back to business on Saturday 25 July, following ...
Latest News
HCM understands a decision on reopening dates for gyms and also for spas will be ...
Latest News
Interest in gym reopening in England is reaching fever pitch, with an announcement expected any ...
Latest News
Exercising increases levels of a protein hormone secreted by the bones which has a powerful ...
Latest News
A free-to-access training platform has launched to help the sport and fitness workforce confidently return ...
Latest News
Glasgow Life, which runs leisure and culture facilities on behalf of Glasgow City Council, has ...
Latest News
Fitness equipment firm Nautilus Inc is looking for a buyer for its commercial equipment brand ...
Featured supplier news
Featured supplier: Incorpore and MoveGB ink groundbreaking partnership to transform corporate wellness offering
Incorpore and MoveGB have entered into a landmark partnership, combining the UK’s largest provider of corporate gym memberships with the nation’s biggest network of classes.
Featured supplier news
Featured supplier: EGYM presents Corona Gym Solution, for the successful re-opening of fitness studios
Finally, the time has come: fitness and health facilities around the globe are gradually resuming operations.
Video Gallery
BMF with Bear Grylls - Mission to reboot the fitness industry
British Military Fitness
BMF with Bear Grylls has put up a £1m fund to get personal trainers, fitness instructors and class instructors back to work and earning money. Read more
More videos:
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Company profile: TVS Group
The TVS Group supply and install sports and fitness flooring to a wide range of ...
Company profiles
Company profile: Pavigym
PAVIGYM is the premier innovator of flooring and interactive solutions for the global fitness industry....
Catalogue Gallery
Click on a catalogue to view it online
Directory
Fitness equipment
Stages Cycling: Fitness equipment
Gym flooring
REGUPOL/Berleburger Schaumstoffwerk (BSW): Gym flooring
Wearable technology solutions
MyZone: Wearable technology solutions
Management software
Fisikal: Management software
Lockers/interior design
Crown Sports Lockers: Lockers/interior design
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Design consultants
Zynk Design Consultants: Design consultants
Direct debit solutions
Harlands Group: Direct debit solutions
Spa software
SpaBooker: Spa software
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Property & Tenders
Greywell, Hampshire
Barnsgrove Health and Wellness Club
Property & Tenders
Derby City Council
Property & Tenders
Diary dates
21-24 Sep 2020
Loews Coronado Bay Resort, Coronado, United States
Diary dates
22-23 Sep 2020
Heythrop Park, United Kingdom
Diary dates
17-23 Oct 2020
Pinggu, Beijing, China
Diary dates
27-30 Oct 2020
Messe Stuttgart, Germany
Diary dates
03-06 Nov 2020
Online,
Diary dates
27-28 Nov 2020
Athena, Leicester, United Kingdom
Diary dates
23-26 Feb 2021
IFEMA, Madrid, Spain
Diary dates
03-04 Mar 2021
NEC, Birmingham, United Kingdom
Diary dates
03-06 Jun 2021
Expo Centre & Riviera di Rimini, Italy
Diary dates
16-17 Jun 2021
ExCeL London, London, United Kingdom
Diary dates

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”

If you would like to get each issue of HCM magazine sent direct to you for FREE, plus the weekly HCM ezine, sign up now!
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
Industry body ukactive has launched an Independent Operators' Steering Group, catering for members who run ...
Latest News
The UK's fitness industry can finally get back to business on Saturday 25 July, following ...
Latest News
HCM understands a decision on reopening dates for gyms and also for spas will be ...
Latest News
Interest in gym reopening in England is reaching fever pitch, with an announcement expected any ...
Latest News
Exercising increases levels of a protein hormone secreted by the bones which has a powerful ...
Latest News
A free-to-access training platform has launched to help the sport and fitness workforce confidently return ...
Latest News
Glasgow Life, which runs leisure and culture facilities on behalf of Glasgow City Council, has ...
Latest News
Fitness equipment firm Nautilus Inc is looking for a buyer for its commercial equipment brand ...
Latest News
Technogym has announced the launch of live streaming and on-demand classes. The new content will ...
Latest News
A number of gym operators are concerned that local lockdowns could come into effect in ...
Featured supplier news
Featured supplier: Incorpore and MoveGB ink groundbreaking partnership to transform corporate wellness offering
Incorpore and MoveGB have entered into a landmark partnership, combining the UK’s largest provider of corporate gym memberships with the nation’s biggest network of classes.
Featured supplier news
Featured supplier: EGYM presents Corona Gym Solution, for the successful re-opening of fitness studios
Finally, the time has come: fitness and health facilities around the globe are gradually resuming operations.
Video Gallery
BMF with Bear Grylls - Mission to reboot the fitness industry
British Military Fitness
BMF with Bear Grylls has put up a £1m fund to get personal trainers, fitness instructors and class instructors back to work and earning money. Read more
More videos:
Company profiles
Company profile: TVS Group
The TVS Group supply and install sports and fitness flooring to a wide range of ...
Company profiles
Company profile: Pavigym
PAVIGYM is the premier innovator of flooring and interactive solutions for the global fitness industry....
Catalogue Gallery
Click on a catalogue to view it online
Directory
Fitness equipment
Stages Cycling: Fitness equipment
Gym flooring
REGUPOL/Berleburger Schaumstoffwerk (BSW): Gym flooring
Wearable technology solutions
MyZone: Wearable technology solutions
Management software
Fisikal: Management software
Lockers/interior design
Crown Sports Lockers: Lockers/interior design
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Design consultants
Zynk Design Consultants: Design consultants
Direct debit solutions
Harlands Group: Direct debit solutions
Spa software
SpaBooker: Spa software
Hydrotherapy / spa fragrances
Kemitron GmbH: Hydrotherapy / spa fragrances
Property & Tenders
Greywell, Hampshire
Barnsgrove Health and Wellness Club
Property & Tenders
Derby City Council
Property & Tenders
Diary dates
21-24 Sep 2020
Loews Coronado Bay Resort, Coronado, United States
Diary dates
22-23 Sep 2020
Heythrop Park, United Kingdom
Diary dates
17-23 Oct 2020
Pinggu, Beijing, China
Diary dates
27-30 Oct 2020
Messe Stuttgart, Germany
Diary dates
03-06 Nov 2020
Online,
Diary dates
27-28 Nov 2020
Athena, Leicester, United Kingdom
Diary dates
23-26 Feb 2021
IFEMA, Madrid, Spain
Diary dates
03-04 Mar 2021
NEC, Birmingham, United Kingdom
Diary dates
03-06 Jun 2021
Expo Centre & Riviera di Rimini, Italy
Diary dates
16-17 Jun 2021
ExCeL London, London, United Kingdom
Diary dates
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