Who is the customer?

1.6 / 5
14% of users recommend this
  • Value For Money

Guest's review of Total Fitness - www.totalfitness.co.uk


“Who is the customer?”

Written on: 19/05/2012

Wilmslow was once a good quality flagship gym of the Total Fitness chain. The equipment is now old and very tired looking. In fact some equipment I was using was faulty and I managed to injure myself as a result. When I discussed this with the operations manager Steve Kear I found that he didn't listen, was off hand, aggressive and unprofessional. I felt like he was treating me like a naughty subordinate rather than a paying client. At one point he threatened to end my membership for complaining about this incident - like the rest of the management team he has zero emotional intelligence.
The standards of cleanliness are extremely poor. Membership fees have gone up and standards continue to go down.
There is nothing to recommend this gym - it has gone past its original prime.

  • Value For Money

Sayitasitis2012's Comment

Written on: 26/06/2012

wilmslow is their flagship gym.
complain and you are told that you are the only one who is unhappy.
threatening to cancel your membership appears to be standard practice.

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Newtzy's Comment

Written on: 05/07/2012

Zero emotional intelligence - this goes for the woman manager at prenton total fitness also - must be a qualification they need to have

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