LA Fitness Complaint - Bad Counter and Management Service
QUEEN CREEK, ARIZONA -- The manager in the Queen Creek, AZ branch does not care for its members and prospective customers. He did not show respect for us, when there was a dispute about a free guest pass. Personnel was not fully trained about their policies, and directed us to print out the guest passes; just for us to find out, when we arrived at the gym, that the passes are just for residents of the area.
The truth is that we own another home in that area, but did not want to go into that discussion, just to see how the establishment treats its customers. We were considering to join this Queen Creek facility as our gym in AZ, but the arrogant manager treated us like help - scoffing and glaring at us that we should have talked to sales (and how is one supposed to know that, you dumbbell?) instead of the poor untrained person who picked up the phone to answer our query. It is evident that he was a classic case of the Peter Principle of Employee Incompetence, because he treated the poor young counter lady, who asked for his help in this situation, just as badly as he did us.
It is pitiful when an employee that lacks leadership skills is promoted to a management position, just to wield a bat his big hands could not even properly grasp. He will end up hurting other people with this figurative bat, and knock himself out with it in the process. Remember, being a manager does not mean that one just sits on the seat of honor, and pretend to know how to use the computer: moving the mouse, looking up at the monitor, and glancing at customer traffic once in a while. It is ensuring your people (customers and providers), place, procedures, and product (in this case, your service) are on track to reach your goals. It is service to the company, employees, and your customers.
The franchisees should look into this breakdown in customer service and personnel training, if they care about their investment. If not, this mediocre facility with outdated equipment, small multi-purpose courts, too may racquetball courts, and a small pool, will lose its members to establishments with better equipment and customer service that treat people with respect.