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“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.

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