So my father in-law has worked for the city of Independence Missouri for 35 years. He retired and we flew out to celebrate his retirement (graduation) party.
We arrived Wednesday night and ate some delicious Church’s chicken. We need one in Utah.
Even when I vacation I still love to hit the gym, get the blood flowing, endorphins up and muscles pumped up!
We headed on over to 24 Hour Fitness and I literally felt like I was walking into a military training camp.
No smiles, no hand shakes…
What is the problem? I am not a regular at this gym. I look like I work out. You think the front desk would welcome us in and shake our hand and in
troduce themselves etc. (to get a possible sign-up) but quite the contrary.
It took us 15 minutes before we could workout. They demanded to see I.D., money for a one day workout and then the evil stare as if they were better than us. (There were some weird vibes from the trainers and the management the whole workout.)
I understand the letter of the law and I understand the Spirit of the law. When we left the place I smiled and said good bye and of course they didn’t smile back. It was ice-cold for me even though we just finished working out.
Ask for my I.D. not a big deal. Make me wait 15 minutes to get into the gym, OK whatever.
But treat me like someone less than you, now we have a problem.
What happened to “the customer is first?”
What happened to take “care of the customer?”
There was ABSOLUTELY NO LOVE in that place.
During the workout (hey, it’s a gym, we grunt, scream, sweat and occasionally drop the weight) the manager came up to me with a look like (who the hell are you) and told me to not drop the weight since and this is what he said “I’ve put so much money into my machine please don’t drop the weight.”
So everyone else around me was dropping and clanging the weight.
I was flabbergasted at how their customer service was or should I say the lack of it.
A football team, a company, a family, an organization….they always take on the personality and character of their leader. This gym was in serious trouble if that was the manager.
When people go to a gym they want to feel like they belong. People have a need to feel a sense of belonging. Even if I am just visiting any gym, any restaurant, any theater….any place that provides a service or product for people should understand that they better take care of their customer or someone else will.
It was obvious this place needed training on the meaning of PEOPLE ARE ASSETS.
Did this manager think to train his people? Why wouldn’t they smile, shake hands, be more cordial? They asked me with a sarcastic tone “Why don’t you have a membership here?”
I don’t need to be pampered but I do expect great service, especially if that is your job and it is what you do full time.
Can someone please train the 24 Hour Fitness in Independence Missouri?
In Contrast to the ridiculous service at 24 Hour Fitness, we went to Quicktrip (they are like a 7-11 or Maverick gas station) and it was strikingly opposite.
This is the conversation between me and the cashier from the moment I walked in.
Cashier: Good morning!
Me: Good morning Brother!
Cashier: Have a good workout? (He saw we were sweating and in workout clothes, great observation)
Me: Oh yeah.
moments later at the register….
Cashier: (with a smile) did you find everything OK?
Me: Yep.
Cashier: Those breakfast sandwiches are delicious.
Me: They look and smell that way.
Cashier: Will that be everything for you?
Me: Yesssir!
Cashier: $6.49….Credit or Debit?
Me: Credit
Cashier: Need your receipt?
Me: Yes please.
Cashier: Here you go…SEE YOU TOMORROW.
Me: No doubt have a great day!
My cousins in Missouri said “Every Quicktrip is like that.”
Can you see the massive difference?
Talk about service, leadership, friendliness, courtesy and creating value.
It was totally opposite of the 24 Hour Fitness Experience. Jesse and Torrie at 24 Hour fitness were like drill sergeants who had no type of people skills and the Cashier at Quicktrip acted like we were great friends.
I WOULD NEVER BUY A MEMBERSHIP AT 24 HOUR FITNESS after that experience.
Business is about turning Strangers into Friends, Friends into Customers and Customers into loyal Clients who pay you money. It’s not about acting like you have the power and you are almighty….like 24 Hour Fitness did.
I would however revisit Quicktrip over and over and over again.
What’s the lesson?
1. PEOPLE ARE ASSETS-
The most important thing in this world is the relationships we have with people. It’s not the things we acquire, it’s the people we meet, we develop relationships with and that we help. It is also the people who help us. How awesome are people!
Do you view your role in this world as a taker, a life-sucker, a person to make money off of people, a person with power and control? Or do you have that Creator mentality, where your role in this world is that of contribution and creating value for other people.
When you view your role as that of changing lives and helping other people, the smile always comes out and it’s easy to take care of people no matter what.
On our way home there was a man in a van stuck on the road. We turned around, pulled up behind him, turned on our hazards and pushed him out of the road.
We didn’t have to but WHY did we? Because our role is to CONTRIBUTE. People are the most important assets we can develop. The more we build our relationship capital, the more we create real wealth.
Are you creating meaningful relationships in your life wherever you go?
Are you the type of person who leaves people better than you found them?
or are you sucking the life out of people?
2. CLARIFY YOUR OBJECTIVE
If the 24 hour fitness people were trying to act like they were tough and macho…they did a great job. If their objective was to have us sign up for membership…I COULDN’T TELL.
I honestly could not tell you what their objective was, but I can tell you what the objective of the Quicktrip Cashier was…his was to create such a positive experience for me that I would want to come back and spend money there in that store.
Tony Robbins says “Clarity is Power!” When you have a clear cut objective, you’ll know exactly what you must do, how you must behave and what you must believe in order to accomplish that objective.
Do you have Clarity in your life?
Do you know what your objective is each day that you wake up and go about your activities?
If not, the ‘economy’ and the stresses of everyday life will slow you down to the point where you’ll become selfish in how you think, speak and behave.
3. NEVER LET OTHERS CONTROL YOU
Are the strings of anger, jealousy, pride, situation, circumstance, money and economy controlling you?
We left the gym talking about the less than ideal service. Instead of letting it affect us, we went about our day.
The next day I went in with the same attitude that I have every time I go to the gym. I said hi to everyone at the front desk, got focused and I didn’t become a victim of the circumstance.
I could have easily been mad because they treated me like crap the day before.
I didn’t. I chose. We always have a choice. We always can choose in the moment who and what we are going to stand for.
Are you a victim of circumstance? of other people? of things that ‘happen’ or are you in control of your life REGARDLESS of situation or circumstance.
Be like the Quicktrip Cashier. Be your best self and Create Value for others no matter what!
When you have this shift in your thinking, in your belief systems, life will open up in a way that you never believed possible.
Life will become sweeter and sweeter.
As you change, your whole world will change before you.
People are assets.
Be clear about your objective and Be the Chooser of your actions in every situation.
Don’t ever allow other people to control you in a way that causes you to act cruel, mean or thoughtless towards others around you. This will only bring you misery and unhappiness.
Become a Creator and Create the life you want and deserve!
Setema Gali
P.S. See you at the gym!
Technorati Tags: beliefs, contribution, customer service, people are assets, Setema Gali
