What is an effective way to handle a member's complaint?

Listening attentively and addressing a member's feelings is crucial in handling complaints effectively. This approach demonstrates empathy and understanding, which can help to de-escalate the situation and make the member feel valued. When team members take the time to listen, they show that they care about the member's experience and are committed to resolving their issues.

By actively engaging with the member, team members can gather important details about the complaint, which can lead to a more informed and appropriate response. Additionally, addressing feelings can create a positive interaction that may turn a negative experience into a positive one, fostering loyalty and trust between the member and the facility. This method not only resolves the immediate concern but also contributes to a better overall environment within the gym.