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Posted by on September 26, 2024 — Updated on December 2, 2024
Learn how to handle gym member complaints with these most common gym complaints and the specific best practices for responding to a gym member complaint (without losing your mind!).
Ahh, complaining gym members… It happens more than you think. Here are some gym member complaint statistics that drive that point home:
These gym membership statistics highlight some of the most common issues that gym members report experiencing. Overcrowding, especially during peak hours, is the top complaint, followed by unavailability of equipment. Cleanliness concerns and high membership costs round out the top four recurring gym member issues.
| Complaint | Percentage of Members |
|---|---|
| Overcrowding | 45% |
| Equipment unavailability | 38% |
| Cleanliness issues | 32% |
| High membership costs | 30% |
| Poor customer service | 25% |
| Limited class schedules | 22% |
| Outdated equipment | 20% |
| Lack of amenities | 18% |
| Inconvenient location/hours | 15% |
| Pushy sales tactics | 12% |
While it’s certainly true that there are just some things that drive gym owners crazy, the best gym owners focus on making their gym member happy (revolutionary!) It’s important to note that addressing these common health club complaints can significantly increase gym member retention.
For example, gyms that actively work to reduce overcrowding and maintain clean facilities tend to have higher gym member satisfaction rates. Additionally, offering flexible gym membership options with a solid gym pricing strategy, improving gym customer service, staying on top of handling gym maintenance issues, etc. can help alleviate some of the financial and experiential concerns gym members have.
Reading through these gym complaints examples should prompt a number of action steps gym owners can take to turn gym membership complaints into gym member referrals! (Check out our guide on how to create a gym referral program and how to get more personal training referrals, along with our list of gym referral program ideas you can implement with Exercise.com, the best gym software with referral features).
Gym owners and managers can use this information to prioritize improvements and enhance the overall member experience. By focusing on these key areas of concern, gyms can potentially reduce membership cancellations and improve long-term retention rates. Managing gym member complaints effectively is essential for maintaining a positive gym environment and both retaining gym members and getting more gym members that will stick and who will increase your gym’s positive word of mouth, and not detract from it. Addressing gym complaints promptly and professionally can turn a negative experience into a long-term relationship, and ultimately increase gym profitability.
Having a successful gym requires learning how to manage a gym effectively, and learning how to provide great gym customer service to your gym members is paramount. Read on for 15 common gym member complaints and specific guidance on how to handle each one.
See why Exercise.com is the best gym business management software to help streamline these solutions. With features like scheduling, task management, maintenance tracking, and member communication tools, Exercise.com allows you to efficiently manage your gym, enhance the member experience, and keep your business running smoothly. Book a demo today to see how Exercise.com can transform your gym management.
Complaint: Members often feel frustrated when they can’t access equipment or space due to overcrowding, especially during peak hours.
How to Handle:
Complaint: Dirty equipment, messy locker rooms, or lack of cleanliness can be a major turn-off for members.
How to Handle:
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Complaint: Members get frustrated when equipment is constantly broken or not functioning properly.
How to Handle:
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Complaint: Members may be unhappy about having to wait a long time to use popular equipment during peak times.
How to Handle:
Read More: Best Group Fitness Software
Complaint: Members may complain about rude, inattentive, or unhelpful staff interactions.
How to Handle:
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Complaint: Music volume or choice can be too loud, too soft, or simply not appealing to the majority of members.
How to Handle:
Complaint: Some members may feel the gym is too hot or too cold, making their workouts uncomfortable.
How to Handle:
Read More: How to Reduce Gym Utility Bills
Complaint: Members may find class schedules inconvenient or complain about limited class variety.
How to Handle:
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Complaint: Members may feel they’ve been overcharged or that the terms of their membership weren’t communicated clearly.
How to Handle:
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Complaint: Members may have trouble booking sessions with personal trainers due to limited availability.
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Complaint: Limited parking spaces or crowded lots can be frustrating for members, especially during peak hours.
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Complaint: Members may expect reliable Wi-Fi, especially for streaming workouts or listening to music, and may complain if the connection is weak.
How to Handle:
Complaint: Broken lockers, poor cleanliness, or lack of amenities can cause dissatisfaction with locker room facilities.
How to Handle:
Complaint: Members may express frustration if popular classes are fully booked or unavailable during their preferred times.
How to Handle:
Complaint: Members may feel frustrated if the cancellation process is overly complicated or requires too much effort.
How to Handle:
Read More: How to Increase Gym Member Retention
Complaint: Some members may feel that the gym’s membership fees are too high for the services offered.
How to Handle:
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Complaint: Members may be dissatisfied with old or outdated equipment that doesn’t meet their fitness needs or expectations.
How to Handle:
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Complaint: Members may be unhappy with the lack of extra amenities like towels, Wi-Fi, or comfortable locker rooms.
How to Handle:
Read More: Best Gym Features and Amenities
Complaint: Members may find the gym’s location or hours of operation inconvenient for their schedules.
How to Handle:
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Complaint: Members or prospects may feel pressured by overly aggressive sales tactics, whether for memberships, personal training, or additional services.
How to Handle:
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Addressing common gym member complaints effectively can make all the difference in maintaining member satisfaction and loyalty. By providing clear communication, timely solutions, and thoughtful improvements, you can create a positive environment that retains members and enhances their experience. Tools like Exercise.com can assist with many of these solutions, from scheduling to communication, ensuring that your gym runs smoothly and your members stay happy. Book a demo today to see how Exercise.com can help you optimize your gym’s operations and enhance the member experience!
Dealing with difficult gym members involves maintaining professionalism, listening to their concerns, and addressing issues calmly. If a member is disruptive or disrespectful, remind them of gym policies and etiquette. If necessary, involve management for a formal discussion. Keeping communication open and providing clear guidelines helps manage member behavior effectively.
Bad gym etiquette includes behaviors such as hogging equipment, failing to re-rack weights, using equipment without wiping it down, loud conversations, and disrespecting personal space. Additionally, interrupting others’ workouts or not following gym rules can create an uncomfortable environment. Gyms should promote positive etiquette to maintain a respectful atmosphere.
Gyms should establish clear policies regarding personal trainer-client romantic relationships to avoid conflicts of interest and maintain professionalism. If a relationship develops, it’s best for the trainer to disclose it to management and possibly transfer the client to another trainer. This helps prevent potential issues and ensures the integrity of the training environment.
Read More: How should a gym handle personal trainer client romantic relationships?
If someone bothers a gym member, the affected member should first address the issue directly if they feel comfortable doing so. If the situation persists, they should notify a gym staff member or manager. Staff should intervene promptly, ensuring a safe and respectful environment for all members.
Gyms should enforce rules such as:
To enforce gym etiquette, gyms should:
Unspoken rules of the gym often include:
To handle complaints quickly and professionally:
To increase gym member retention, focus on providing excellent customer service, regular communication, and personalized experiences. Offering loyalty programs, hosting events, and regularly gathering feedback can also enhance member satisfaction. Exercise.com helps manage member engagement, track usage, and facilitate communication, which can improve retention rates.
Read More: How to increase gym member retention?
Improve gym customer service by training staff to be attentive, approachable, and knowledgeable. Regularly gather member feedback to identify areas for improvement, and respond promptly to inquiries or concerns. Building a community atmosphere through events and engagement helps foster positive relationships. Exercise.com can help streamline communication and manage member interactions effectively.
Read More: How to improve gym customer service?
Yes, a gym may need to kick a member out if they consistently violate gym policies, display aggressive behavior, or create a disruptive environment. Such actions should be handled professionally, with a clear explanation of the reasons for the decision. Documentation of incidents is essential for transparency.
If a member is exercising dangerously, staff should intervene immediately, politely explaining the risks involved and providing guidance on proper technique. If necessary, offer to provide a demonstration or recommend working with a personal trainer. Safety should always be the top priority, and exercise management tools can help track member progress and areas needing improvement.
Yes, if a member’s poor hygiene impacts the experience of others, it may be necessary to address the issue privately and respectfully. Provide them with resources or suggestions for improving hygiene, such as reminders about using towels and showering before workouts. Sensitivity and discretion are crucial in handling such matters.
People may cry at the gym due to a range of emotions, including frustration, stress relief, or emotional release during intense workouts. The gym can be a place where individuals confront personal challenges, and physical exertion can trigger emotional responses. Encouraging a supportive environment can help members feel safe expressing their emotions.
Yes, talking loudly in the gym can be considered rude, as it disrupts other members’ workouts and creates an uncomfortable environment. It’s important to maintain a reasonable noise level and be considerate of others. Gym staff should remind members about maintaining a respectful volume.
An example of poor etiquette in a fitness center includes hogging equipment for extended periods during peak hours without offering to let others work in or not wiping down machines after use. Such behavior can frustrate other members and detract from the overall experience.
Yes, a gym should publish clear do’s and don’ts to establish expectations for member behavior. Signage or handouts can serve as reminders of proper etiquette, helping to maintain a respectful and enjoyable environment for all members.
Inappropriate gym attire includes clothing that is overly revealing, offensive, or does not provide adequate coverage for movement. Members should be encouraged to wear comfortable, functional workout gear that allows for a full range of motion while adhering to gym policies.
Common frustrations for gym owners include:
Addressing these issues proactively can help create a better environment for both members and staff.
Read More: Things that Drive Gym Owners Crazy
Red flag situations include:
The best gym management software, like Exercise.com, helps track and manage complaints efficiently. It allows gym owners and staff to document issues, monitor resolutions, and analyze patterns over time. Automated follow-ups and communication tools can enhance member satisfaction and ensure that concerns are addressed promptly, fostering a positive gym environment.
Tyler Spraul 