Gym Review: Century Physio & Fitness, Hamilton

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Here's a quick review on Century Physio & Fitness in Hamilton.

This gym has two locations in Hamilton. I had briefly described Century Fitness in a previous blog post. I will summarize what I noted with some added details:

Upper James location:

Facilities

Two levels; the lower level contains the administrative offices, daycare, change rooms, dance studio/women's area. The upper level contains the main gym which has cardio equipment, resistance machines and free weights area. There is also a customer service desk on the upper level.

The building is bright with natural light coming in from the west windows which cover the entire front wall. There are two water fountains upstairs and two main squeegee/paper towel stations.

The equipment is plentiful yet still allows for adequate space between so that you don't feel like you are being crowded. Equipment is maintained regularly. Individual TVs are found as part of the cardio equipment as well as plug ins for audio headphones.

Staff

This location is well staffed and attended. The reception area is central to the building and staff are friendly and attentive.  Personal Trainers are knowledgeable and can be seen attending to clients during various times of the day during the week.

Change rooms

The change rooms at this location are very nice.  Lots of mirrors. Lots of privacy with the locker areas divided into nooks. The women's change room has 4 private shower rooms. Each room has a sink, toilet and shower. This type of setup allows for total privacy. For those of you who are shy about changing and showering in a public facility, this type of setup is ideal. The change rooms are moderately clean and maintained.  

Classes

The aerobic studio is part of the women's only area and is adjacent to the women's change room. There is equipment placed on the outer perimeter of the studio floor for use as the women's only area. The area is relatively clean but could use some help from members to put away equipment after use. A class schedule is not posted but is available if you inquire at reception.

Personal Trainers

This location has many personal trainers available for one-on-one sessions. In addition to regular sessions, Century Fitness also has Physio available to members who require this service. This Physio service is covered under most health plans. Check with reception for details.

Hours & Parking

This location is open:

Mon - Thurs:  5am - 11pm Friday:           5am - 10pm Saturday:       8am - 6pm Sunday:         8am - 6pm Overall the Upper James Century Physio & Fitness gym offers solid facilities, friendly staff and extended hours to its members.  This particular location seems to attract members who are of the Baby Boomer generation, which is one of the largest groups who are keenly interested in improving their health and fitness. Upper Wentworth Location: Facilities This location also has two levels; the main level containing the reception area, daycare, change rooms, women's only area, juice bar, administrative offices, elevator to the upper level and a lap pool. The upper level contains the main gym, a room with hydraulic resistance equipment, boxing studio, washroom, cardio equipment, resistance machines and free weights area. There is also a customer service desk on the upper level. This building is also bright with natural light coming in from the north windows which cover the entire front wall. The elevator from the main floor brings you up to a catwalk on the upper level. There are two water fountains upstairs and two main squeegee/paper towel stations. The boxing studio is quite large and includes several bags hung around the perimeter with a boxing ring found in the centre of the room. You need to have a boxing membership to use this studio and ask for a key at the reception area to gain access.  Group classes and one-on-one boxing training is facilitated by the Hamilton Boxing Club. The women's only area which is accessible from the women's change room is quite small and dark. This space might be better utilized for another purpose or needs to be lightened and brightened to be more attractive to members. The main gym also has many TVs hanging above the cardio equipment. Staff This location is also well staffed and attended. The reception area is larger at this location and extends outwards from the offices. Overall the staff are friendly and attentive. Personal Trainers at this location are also knowledgeable and can be seen attending to clients during various times of the day during the week. Change rooms The change rooms at this location are nice.  Good privacy with the locker areas divided into nooks. There are no private showers available at this location. There are private saunas. The change rooms are moderately clean and maintained. Classes The aerobic studio is on the upper level. The studio is very bright and clean. Many members utilize this space for warm-up or cool down exercises when classes are not running.  A class schedule is not posted but is available if you inquire at reception. Personal Trainers This location has also many personal trainers available for one-on-one sessions. In addition to regular sessions, Century Fitness also has Physio available to members who require this service. This Physio service is covered under most health plans. Check with reception for details. Hours & Parking This location is open: Mon - Thurs: 24 hours Friday: 5am - 10pm Saturday: 8am - 6pm Sunday: 8am - 6pm Overall the Upper Wentworth Century Physio & Fitness gym offers solid facilities, friendly staff and extended hours to its members. This particular location seems to attract members who are of a very different demographic than its Upper James location. Members here at Upper Wentworth tend to be in their mid 20's to mid 30's. I invite you to visit Century Physio & Fitness. They offer a one week trial pass to new members which gives you the chance to check out both locations and try out the many great fitness solutions they provide their members.

Put Your Toys away Please!

Ah, got your attention eh?

Today I am going to express the benefits of "treat your neighbour as yourself" theory as applied to the fitness club that you are a member of.

Now surely most of this is common sense and most of you already do these things without even really thinking about it, your actions are just a normal reflex.

Cleanliness in your fitness club is probably, above all, the most important element next to excellent customer service, that you can expect to see each and every time you enter your gym. Cleanliness reflects a positive image and supports confidence in the gym organization.

Cleanliness also extends to keeping equipment clean and well maintained at all times.

Basic aspects of a clean gym include:

Clean and sanitized washroom, shower and changeroom facilities

Floors that are clean and free of visible dust and grit

Glass and mirrors are free of finger prints and smudges

Adequate and maintained air circulation and temperature control

Sanitation stations ALWAYS equiped with cleaner and paper towels

Fitness equipment stored neatly off the main floor space

Not only is the gym responsible for the cleanliness of the facilities, but also the members. How is that you say?? Simple. Treat your gym like your home. Respect others who use the facility by putting away the equipment when you are finished using it. I don't know how many countless times I have been in my gym, in the womens studio area and found myself picking up equipment that I didn't use, simply because it was scattered everywhere and in the way. Its really not difficult to replace the mats and free weights back where they belong. This helps the next person find the equipment easily, and keeps the gym safe and clutter free. Which all in turn elevates the appearance of the gym to visitors and promotes a growth in membership. 

So next time you visit the gym, remember to put away your "toys".  You will appreciate others doing the same for you.

Until next time......don't sweat the small stuff!

Fitness Clubs: What is most important to you?

I know I previously blogged on this topic but its such an important topic I don't see why we can't look at it again. It's surely a great thing that each of us has our own likes and dislikes and the things that we feel are important to us are also varied. Variety is the spice of life, right?? Sure. However, all this spiciness is what makes it difficult for companies to attract our attention. There are so many "groups" of consumers. What businesses need to do (and this includes fitness clubs) is to determine the market (aka: consumer group) to whom they want to target their services/products.   

Lets take a simple product like books, for example:

Most cities and towns have at least one used book store. Although anyone is free to walk in to these stores and purchase books, its fair to say that very likely the majority of customers who frequent used book stores are; students, seniors, customers on a low or fixed income and a few environmentally conscious persons.

Next you have small privately owned bookstores, some of which do offer used product but for the most part sell new books and related items. These types of stores often appeal to people like me, who prefer to spend money at locally owned businesses to support the local economy. Other reasons to shop here would be that the customers don't like big box stores, they know the owner or someone in his family or peer group, or they prefer the shopping experience of being in a small shop, where often you receive a higher standard of customer service and attention.

Finally you have your big box stores. The franchises which look the same no matter if the store is on the east or west coast. Just as they offer a generalized overview of books and other related products they similarly appeal to the generalized consumer, one of the masses. I have purchased books at a big box store. Pricing and location being the two reasons. If I had more time to make my purchases, I would have gone to a locally-owned store. 

So just as book sellers cater to different markets, so should fitness clubs. You can't be everything to everyone. Its impossible!! My club, Century Fitness has the key things that I wanted in my fitness club;

1) CLEAN CLEAN CLEAN facilities

2) Fully operational equipment and changeroom facilities

3) Open early or 24 hours

4) Nice, clean, quiet boxing studio

5) Quiet area with padded floor for cool-down stretching

6) Staff available in the main gym to assist with questions about equipment, exercises etc

7) Comfortable facility temperature and ventilation system

Someone whose opinion I greatly respect made a comment about my gym and what they disliked. They said that they felt the equipment was old and not in the best working order and that they had trouble finding paper towels sometimes. He prefers the gym he is a member of because the equipment is "state-of-the-art" (his words) and in better condition.

Personally, I am okay with older equipment, as long as it is kept in excellent working order. It would be nice to see one or two new machines introduced on a regular basis. The advantage to this would be that it would create a "buzz" among the members. They would be anxious to try it out; and more likely to talk to their peers about their gym and the new equipment. When clients talk about their gym in a positive way, it can easily generate new clients simply by the excitement and enthusiasm expressed. 

Companies like McDonalds and Tim Hortons do this. They have their standard fare; and then they offer new stuff, usually every 3-6 months. This new stuff is to generate a "buzz", get people talking. And if they are talking about your business or product, other people will hear about it and it will generate more sales. 

So this month, I am going to put up another poll and this one will focus on finding out what you feel are the most important features you want in your fitness club. Please vote, your opinion counts. We want to tell fitness club owners what we want, so they will hear us and respond to our wish list. 

Until next time...don't sweat the small stuff!  

Customer Service = Lots of Happy Customers

So I've got a really simple mathematical equation for all of you today:

Customer service = Lots of Happy Customers

Sounds really simple eh?

Apparently, it isn't always so simple.  But from my experience, I think that most businesses are catching on to this very basic concept. Customer service used to be seen as a bonus feature, a frill, a perk offered to get customers to try out your product or service. Then, once you got the sale, it was quickly forgotten and customer service became a minor player.

But not anymore.

Customers; the consumer, has become media and marketing savvy. Customers are starting to recognize that they can get the exact same product from several different stores/suppliers/providers. That leaves customers wondering where to decide to spend their money. The one thing that most often sways consumers is CUSTOMER SERVICE. A friendly smile, a helpful suggestion, even something as simple as, " let me hold that shopping bag for you while you check out our merchandise". Customer service isn't JUST about being friendly and approachable, its about starting and building relationships with customers. 

Building relationships starts off with simple greetings, recognition and whenever possible, call the customer by their first name. This makes the customer feel remembered and they are more inclined to return to the store. As the relationship continues customers will often share small details of their personal lives with you such as; "I'm going to watch my sons soccer game tonight". Next time you see them, you can ask how the game was.

Seems simple doesn't it??

It is. And it goes a long way to building a good customer. 

Why do companies/businesses want to "build"  their customers??

Simple. "Building" a good relationship with your customers is the start of a business relationship whereby you provide the service and/or products that your customers want most and in return the customer provides you with their loyalty to your store/service. Its about forming friendships with your customers. People are more likely to do business with  people that they know or are familiar with,  even if it is just a casual acquaintance type relationship (it is still a relationship). 

Relationships require mutual respect to be successful. Giving and receiving mutual respect means that when there are misunderstandings down the road (and there will be, because no one is happy 100% of the time) they will be resolved in a friendly co-operative manner which will benefit both the consumer and the business. 

Still need further proof?? Check out FaceBook. If you have an account there, you will certainly be familiar with the friends listings and the various possible categories within the friends listings. It is impossible to be true friends with everyone you might have listed in your friends listing. BUT; its very likely many of those are acquaintances (a person known to you, but usually not a close friend). There is certainly nothing wrong with having many acquaintances.

The concept of building relationships with your customers is not new. Its a very old way of doing business and dealing with people that is finally coming back into the frontal consciousness of business and consumers. Personally, I think that its the best way to do business, either as a business owner or a consumer. Its about time we went back to having conversations with each other; even if it is just about the weather, or the Blue Jays or the Flyers!!

until next time...don't sweat the small stuff!!