The way health club operators are tracking the happenings within their club has changed drastically in the past five years. As new technologies continue to emerge, more change is undoubtedly on the horizon.
Some things will stay the same, such as the "members-per-hour" report, which shows how many people scanned in at the front desk in a given time period. This report remains a valuable piece of the club operations and member satisfaction puzzle. However, the smartest, most profitable clubs are expanding the types of reports they monitor. What are these reports? Should you be reading the same? Let's break it down.
Once members scan into the club, they're likely headed to the locker room and then to the fitness floor and likely to their favorite machine. A fairly standard (and literal) customer journey. One of the first opportunities for customer dissatisfaction is broken equipment. This is where the equipment status report has become so vital to the club operator.
What is an Equipment Status Report?
Equipment status reports help you understand the health of each individual piece of equipment on your floor. In the fictional example above, you'll see that this health club has 33 pieces of equipment in good, working condition and 1 piece of equipment in need of servicing. We also see the utilization trends for the past 6 months. Given the weather, it's no suprise to see a Spike in January. This also all very helpful data when deciding on whether it's time for an equipment rotation plan.
What does "Good" status mean?
"Good" status means that this club has normal utilization for a piece of equipment and that everything is working well. But what about machines in need of repair? Equipment marked in yellow is nearing critical failure. Machines marked in red are already out of order. Typically club operators would wait to hear from a member if there was a problem with one of the machines. But now, you can cut weeks off of the repair process by choosing to automatically notify your service tech when there's a potential problem.
Report 1: Equipment Status by Brand
The Equipment Status by Brand report allows you to look at the performance of machines by brand. Over time, you can identify trends between the brands that you buy. Do you need two fewer Woodway Treadmills, and three or four more StairMaster Gauntlets? This is important information to have for your facility when it comes time to buy new equipment or when you want to reevaluate the ROI of your floor space.
Report 2: Equipment Status by Type
Equipment Status by Type allows you to see how all of the different types of machines are performing, allowing you to pinpoint and identify key trends. For instance, your ellipticals may require less service than your recumbent bikes. Or, what if your power levels are not high enough to sustain a row of 10 treadmills during peak usage hours?
You can then compare this report with a saturation report to determine if a specific type of machine is serving the member base better during peak hours. If your club would be better off with two to three additional StepMills, it would be hard to tell without accurate usage data. These determinations are nearly impossible to eyeball. Fortunately, you don't have to rely on your intuition anymore.
Thanks for reporting a problem. We'll attach technical data about this session to help us figure out the issue. Which of these best describes the problem?
Any other details or context?
Report 3: Equipment by Status
Equipment by Status gives you the ability to pull up just the machines in working order, those that need maintenance or those that are in critical condition.
This invaluable information helps to reduce equipment service time, by weeks in some cases. When you reduce machine service time, you reduce the risk of displeasing a member when they arrive to find their favorite machine is out of order. You may also be able to reduce some existing fixed costs, by eliminating the need for preplanned quarterly maintenance. Depending on the status of your equipment, this may be a complete waste of time and money. It's more efficient for a service tech to come out when it's known that a piece of equipment is broken, as opposed to showing up for a routine checkup.
Health Club Operations Should be Simple
Imagine if you could identify machine problems well before there was ever a complaint from the membership base. How much easier would your life be if machines were fixed before a member ever knew they were in trouble?
When you have access to reports like Equipment by Brand, Equipment by Type and Equipment by Status, you have complete visibility into the working order of your club's equipment. This data is quickly becoming essential to any club that is serious about maintaining their profitability for the long term.