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If clubs get changing room maintenance right, it can keep members happy and improve retention

STAY SMART 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

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he 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

Mark Cutler

Ridgeway's industry knowledge is second to none

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 96

healthclubmanagement.co.uk April 2019 ©Cybertrek 2019

Profile for Leisure Media

Health Club Management April 2019  

Health Club Management is the magazine and online community for decision-makers in the global health club, fitness and gym industry.

Health Club Management April 2019  

Health Club Management is the magazine and online community for decision-makers in the global health club, fitness and gym industry.

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