When it comes to designing and installing a gym or leisure facility there are many important factors to consider, from layout and lighting to equipment and signage.
You can map everything out in project plans and CAD drawings, but your gym installation can still easily miss the mark if you haven’t considered the most critical factor – your customer.
Meeting your customers’ needs will be key to the success of your facility and getting input from gym experts can provide the competitive edge.
People value exceptional customer experiences
While research shows that gym members are willing to pay more for good customer experience in commercial gyms, getting the customer journey right is just as important for a residential, student or workplace leisure facility.
“Creating the right conditions for success starts early in the gym design process,” says Nick Sadler, Managing Director at motive8.
“To create the first-class experience that people expect means thinking carefully about the people using your space and their exercise routines.”
For example, a corporate gym is often busy before and after core work hours, and demand for space can change at different times. From weights and cardio sessions in the morning to yoga and Pilates classes to unwind from work during the day.
Gym users are increasingly expecting flexibility to meet exercise preferences and the latest technology to enhance their work-out experiences.
What is the ideal customer journey?
It’s important to take a holistic approach to how a customer uses a gym or leisure facility.
You need to consider every touchpoint from when the customer arrives to how they use and interact with your facility. You can use this to help inform the design, gym installation and ultimately gym management too.
“We take a 360 degree approach to the customer journey,” says Nick Sadler. “It’s important to map out the journey at every step from the minute the customer arrives through the door and are greeted by staff or swipe their ID.”
Nick Sadler, MD, motive8
“You’ll need to think about the different scenarios and routes a person can take through your gym right through to when they leave the space.”
“How do people move from changing rooms to gym, sauna or pool? Is the signage clear? What experiences will they have on the way? Does the lighting create the right mood?”
There are so many different things to think about in the customer journey and each aspect will help contribute to the overall experience.
Focus on getting every piece to work seamlessly together and you could make your gym an asset to a residential development, a modern space that attracts tenants or a workplace gym that is a real employee benefit.
How experts can enhance the journey
Involving experts with your gym project can give you the insight you need to meet your customer’s demands.
“First impressions are key when designing a space,” says Nick Sadler. “Consider the different touchpoints a customer makes within the space and the experience you’re creating for them.”
“We have used our intuitive approach and years of experience to create a journey that inspires the use of the facilities and encourages and supports people with their wellbeing.”
The motive8 team can skillfully guide you through your gym design journey helping you to make the best use of space and achieve the best possible solution – on time and on budget – first time around.
The in-house expertise at motive8 extends from gym installation to gym management too. motive8 can keep your facility running smoothly to the highest standards of performance and customer service.
motive8 are the UK market leader in full service premium health, fitness and leisure solutions.
Contact us for expert help to enhance the customer journey for your gym and leisure facility.
Telephone: 020 8481 9700
Email: info@m8group.co.uk
