Shier Strength May 2018

YOUR KALAMAZOO FBBC EXCLUSIVE JOURNAL 4026 SWestnedge Ave. Suite 1, Kalamazoo, MI, 49008 — www.fitbodykzoo.com

WHEN A SANDWICH FIASCO BECOMES AN IMPORTANT LESSON

WHY SERVICE IS CENTRAL TOWHATWE DO

waiting for a long time. If you hurry, you can probably still get him and give the guy some food.”

They looked at the man through the glass and blinked a couple of times. Eventually, one of them just replied, “Well, if he was a regular, he would have known to ring the bell.”

Um… what? My jaw dropped. Even though I wasn’t the guy without his food, this attitude really bugged the heck out of me. How could the employees of a restaurant that’s been around for decades justify that approach? Despite my anger, I wasn’t about to go up and tell them their mistake. Instead, I’ll be less likely to be their customer in the future.

I brought the incident up in one of my team’s weekly meetings. We do everything we can to ensure our space is a positive, fun, and welcoming place to work out. We read books to improve our service skills and constantly review ways to be better for our clients. For example, what happened at the sandwich shop would never happen here, because ever since I opened the doors at KFBBC, it’s been a rule that everyone who walks in is greeted by name within 10 seconds. And I’m not afraid if a client calls out a coach on that if it doesn’t happen. And if my coaches don’t know the client’s name, they go and ask ASAP. There are enough gyms out there that treat people like a number. We don’t just do things like this to serve the bottom line. I honestly believe that if a study came out showing that great customer service had no impact on profits whatsoever, most businesses would drop it and forget all about service. But I’d still take the exact same customer-centric approach. I don’t want to just help people get fit; I want to establish real, meaningful relationships with everyone at KFBBC. I want to encourage them in all areas of their life and help them gain control where they previously had none. I genuinely care about the people we serve. Customer service isn’t some fad or means to an end. It’s the be-all and end-all of what we do every day. –Adrian Shier (269) 271-9170 — PAGE 1

Like most people, I’m a sucker for a delicious sandwich from the deli. But even the best food in the world can’t make up for terrible customer service. A recent fiasco I witnessed at one of my favorite places here in town really hammered home the importance of a spirit of service. At KFBBC, we cultivate personal connections with our clients. To me, creating a comfortable, warm, encouraging space and experience for them is at the heart of who we are. At this particular restaurant, it was clear their priorities were elsewhere. My wife, my father-in-law, and I were enjoying some really tasty subs at the deli just a few weeks back, chatting away between bites and basically just hanging out, when something crazy happened. A customer walked in through the glass doors, and he was a nondescript guy looking to pick up some lunch on his break, no doubt. He stood at the counter for at least a few long, long minutes, expecting someone to come — but no one came to take his order or even say a hello. After what felt like forever with no response, he turned on his heel and walked briskly out of the restaurant, fed up. But here’s where it gets really crazy. As he opened the door and stepped outside, two staff members came up to the counter laughing about something. From my seat just a few feet away, I got their attention and pointed to the man they could see climbing into his car in the parking lot. “Just so you know,” I said, “there was a man here

May 2018

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