Bally Total Fitness owners are hoping a judge approves their restructuring plan and their deal with lenders to exit Chapter 11. But a large group of disgruntled former and current customers are probably hoping Bally's plan includes more than moving money around. Bally's members have a long list of complaints, and this is the company's chance to make a new name for itself.
First on the list ought to be a more customer-friendly cancellation process. I'm not saying Bally's ought to stop holding customers to their signed contracts, but they should improve their communication protocols so that members who want to quit are re-informed of what Bally's requires of them.
Second, the company should improve staff training. Bally's is a huge chain. Its employees' dismal customer service reflects on all fitness facilities, whether it's fair or not.
The web is overflowing with negative Bally's reviews, and the company has struggled financially. This is a golden opportunity for Bally's to clean up its reputation. I hope it's not wasted.
1 comment:
No comments on this story? How sad for our industry. Bally's has foverver sold on sizzle--sexy bodies in their commercials and low prices. And now they are in bankruptcy for the SECOND time in 18 months. I know it would reflect poorly on our industry but part of me hopes they go down in a ball of flames. My club is in a rural area, not far from NYC. Every other month someone who has moved to our area from the city takes a tour of our facility (good-but we try for great-service, fair price, well trained staff)and tells one of my staff members that they used to only pay $20/month in the city for their Bally's membership.
Guess that's not looking like such a good deal now?
Rob Bishop
Elevations Health Club
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