How should you address a member's question if you're unsure of the answer?

When responding to a member's question and uncertainty arises regarding the answer, the best approach is to offer to find the answer or direct them to someone who can assist. This approach fosters a supportive environment for members and demonstrates a commitment to their needs and inquiries.

Taking the time to either verify the information yourself or ensure they are connected with someone who has the correct knowledge shows professionalism and respect for the member's inquiry. It reinforces the idea that all questions are valid and worthy of a thoughtful response, which enhances the member's experience and trust in the team.

The other approaches, such as providing a guess without verification, ignoring the question, or changing the subject, can undermine the member's confidence in the staff. These actions might lead to frustration or a feeling of being dismissed, ultimately harming the member's perception of the fitness community and potentially affecting their engagement with the facility. Therefore, guiding them to the right answer is the most constructive and respectful option.