My experience, so far:
CONS
- Customer service is a big womp womp (so much so, that if they were staffed all day I would not consider joining. Definitely trying tkavoiding staffed hours, but am nervous about if/when something comes up.)
What I mean by under par customer service: condescending attitude. Carelessness with COVID-19 measures (no mask, no social distancing, no evidence of frequent hand washing or disinfecting areas after themselves. Regardless of what your personal believes are, this behavior is simply bad for business). Also, omitting important aspects of joining like one week free or pressuring to buy things as if no other options exist. It felt like a bad car salesman experience with hard sells, annoyance in addressing customer questions, and rushing to close the deal. Overall the interaction was very uncomfortable and resulted in immediate lack of trust from the customer.
- Facilities appear clean, but it a brand new facility and due to the carelessness displayed by the staff and my shaken peace of mind, I cleaned before and after my workout. Wipes are provided.
- I also wonder how well facilities will be generally maintained past the grand opening weeks. I asked the question about how often the facilities are thoroughly cleaned (you know large amounts of sweat and stuff) but my question was ignored.
Update:
Things have much improved!!management is more mindful of wearing masks indoors (maybe the RR mandate helped). More importantly, I've not seen the person who originally gave me the tour. Every employee I've encountered thus far is friendly and very customer service oriented. I feel welcomed each time I come in and don't feel the need to work around their operating hours. I plan to remain a member for the foreseeable future!
PROS
-The workout is amazing! I cannot stress this enough! Five stars for the workout experience!!!
- VERY close to home. 10 minute walking distance.
- Perfect duration of workouts (15-30 minutes) so you can workout on your schedule!
- Awesome variety of workouts with Virtual Trainer options if you want to focus on certain areas of the body OR the standard workouts that run on a cycle on the sauna TVs
- 24 hour access with new workouts starting every fifteen minutes!
-State of the art equipment and saunas!
In sum, they need to grow their customer service approach and improve on their safety and cleanliness measures. COVID or no COVID, it is a gym and maintenance and cleanliness is super important. The workout sells itself! Stop selling so hard! Bring people in with friendly smiles. Give them some free stuff and a free session so that they can try it out and they'll stay! It appears as if they're trying to make up for lost revenue? but the hard sell approach and inflexibility is off putting and will definitely turn people away. At best, they're locking people in for a few months but, without improved service it will be incredibly difficult to create loyal customers or build a sustainable business. Put a mask on and stand six feet away. Help people feel comfortable inside of your facilities. No matter how good of a product you have, if people from all walks of life aren't comfortable going, they won't go! I really want to love this place and tell everyone I know about it! Don't make it so hard to do so! read more