Are Your T&Cs Hurting Your Member Experience?
This week I found myself scratching my head over a hotel’s terms and conditions – and it got me thinking about your business.
We were booking a venue for a REX Roundtable meeting, and they offered tea and coffee for the day… for $120! That’s on top of morning tea, lunch, and afternoon tea already booked.
When we said no thanks, they replied, “Oh, sorry, tea and coffee aren’t included with any of the meals.”
Wait… what?!
It was a clear reminder that some rules and policies are set up for the business’s benefit – not the customer’s experience.
So here’s the challenge I throw to you in this week’s 3-minute JT in the Raw: Are your rules and regulations designed to protect your business or to protect your members?
It’s a simple question – but one that could transform your customer experience.
Justin is the Managing Director of Active Management, which he began January 2004. He offers coaching to businesses worldwide in everything from start up and design to marketing and sales systems. Justin also facilitates four Australian and New Zealand ‘fitness industry roundtables’ events, which allows him to see a huge cross section of business models.