Bad Customer service. Train Your staff. Lost a potential gym member

<p>I do not belong to a gym yet but yesterday I decided that I would like to join one. My options were planet fitness and Virgin Active , there is a VA gym 5 minutes’ drive away from my place (Virgin active watermeyer) and a Planet Fitness Gym 10-12 minutes’ drive away from my place. So I decided to enquire about membership options online for Virgin Active, as that was the gym I was more inclined to join, yesterday in the morning before 11am. According to the VA gym you get back to your customers as soon as possible, well it has been a day and, Nothing. So early today I decided to just drive to the VA Gym closest to me to go and enquire physically... What did I find there?</p> <p> </p> <p>Well first of all I was greeted by a lady at the reception area who had the most uninviting body language ever. Along with that she seemed to suffer from the worst case of inertia that I have ever come across.</p> <p>I first enquired about membership options and particularly if you did a family package option, she simply rep**** "No"... and she followed that up with a blank stare on her face. Her body language did not change the entire time. Her body was turned away from us and she just had her head uninterestingly turned towards us (potential customers). We did not say or do anything which was considered rude and were very friendly as we were excited to join this gym; this woman just seemed not to care though. On top of that when I eventually explained to her that I would like to know which membership options that were offered she began to VAGUELY explain them... Until now I cannot even explain to another person what she said to me. The woman did not take down my details and, put simply, did not seem to care whether we chose to join the gym or not. She then left to attend to something and did not excuse herself. When she returned I asked her about the facilities, whether they had a pool etc. and all she did was respond with an unenthusiastic "Yes". </p> <p> </p> <p>We then left that place and were on our way to check out planet fitness about the same things just to compare options etc. And I tell you what a sharp contrast that was; the people there were friendly, ready to help and were the most helpful ever. I am actually considering joining their Gym just for their customer service, because it is clear that VA seems not to care about customer care. On top of that it seems you are overflowing with members that someone in addition would not make a difference to your company. This makes me worry that if you treat potential customers like this, how much more so people who are bound in contract with you? </p> <p>There is nothing in this world I dislike more that bad customer care. VA has left a bad taste in my mouth and I don't know if my opinions of that place will ever change. I will from today, unless convinced otherwise, tell everyone I know who is considering joining your gym not to bother and I would most definitely relate this story in detail about your bad service and 'dis-recommend' your gym to them. Mind you I am a university student and my mother is a teacher who comes into contact with many middle to upper class impressionable students with much disposable income. Just know I was not at all impressed. You need to understand that the receptionist is a direct reflection on your brand, and this one in particular does not do it justice, based on whatever corporate image you would like to portray, which I am sure is not: “Slow, Uninterested, unhelpful and ‘Making people feel like we are forcing you to take OUR hard earned money’”.</p>