We caught up with the brilliant and insightful Amanda Benson a few weeks ago and have shared our conversation below.

Amanda, appreciate you joining us today. Was there an experience or lesson you learned at a previous job that’s benefited your career afterwards?

One of the most impactful lessons I learned from my time at the Hyatt Corporation is the profound impact that cleanliness can have on the guest experience. As the Managing Director of the Burbank Fitness Club, I have taken this lesson to heart and built our entire culture around it. By maintaining impeccable cleanliness standards throughout our facility, we create an environment that not only promotes health and hygiene but also ensures that our members feel comfortable and motivated to achieve their fitness goals. Cleanliness is not just a surface-level consideration; it demonstrates our commitment to providing a safe and welcoming space where our members can thrive.

Another crucial lesson I learned at the Hyatt Corporation was the power of personalized service. Greeting each guest by looking them in the eye, using their name, and going above and beyond to serve them has become an integral part of our approach at Burbank Fitness Club. By taking the time to know our members on a personal level, we create a sense of connection and make them feel valued and appreciated. Addressing them by name and offering exceptional service shows that we prioritize their individual needs and go the extra mile to exceed their expectations. This personalized touch fosters loyalty and sets us apart from other fitness clubs, as our members recognize the genuine care and attention we extend to them.

As always, we appreciate you sharing your insights and we’ve got a few more questions for you, but before we get to all of that can you take a minute to introduce yourself and give our readers some of your back background and context?

In 2017, I embarked on a significant endeavor as the newly appointed Managing Director of Burbank Fitness Club. Tasked with revitalizing and reimagining the facility, my goal was to transform it into a space that truly served the community. With a strong background in hospitality, management, marketing, and brand development, I was equipped with valuable insights into customer service and the significance of fostering a positive company culture. I eagerly embraced the opportunity to create a clean and safe environment for our members, complete with state-of-the-art equipment, while simultaneously establishing a new brand identity and culture that would resonate with our community.

Drawing from my expertise and experiences, I understood the profound impact that exceptional customer service and a positive company culture could have on the success of an organization. Armed with this knowledge, I embarked on the task of repositioning Burbank Fitness Club as a place that the community truly deserved. By infusing elements of hospitality and prioritizing cleanliness, safety, and modern equipment, I sought to create a welcoming space that exceeded our members’ expectations. Furthermore, I recognized the importance of establishing a distinct brand identity and fostering a positive culture within the club, ensuring that our team shared a common vision and passion for serving our community.

What’s been the most effective strategy for growing your clientele?

The most effective strategy for growing our clientele at Burbank Fitness Club has been making cleanliness a top priority and providing a welcoming environment. By ensuring that our facility is clean, well-maintained, and equipped with modern amenities, we have created an atmosphere that our members truly appreciate. This commitment to cleanliness not only promotes their health and safety but also enhances their overall experience, making them feel comfortable and motivated to achieve their fitness goals. Word-of-mouth is a powerful tool, and when our members experience the cleanliness and quality of our gym, they become enthusiastic advocates who gladly recommend our club to others.

In addition to prioritizing cleanliness, we strive for a great customer experience in every interaction. Our team is dedicated to greeting each member with a smile, addressing them by name, and going above and beyond to serve them. We understand that personalized service and attention to detail make a significant difference in the overall satisfaction of our members. By fostering a positive culture within the club, we create an environment where everyone feels valued and supported on their fitness journey. This commitment to exceptional customer service and creating a gym that members will happily share with others has been instrumental in attracting new clientele and fostering long-term relationships with our existing members.

We’d love to hear a story of resilience from your journey.

One story that exemplifies my resilience on this journey is when I encountered a challenging situation involving a member who consistently displayed disrespectful behavior towards our staff and disregarded our gym’s rules and regulations. Early on, I learned the importance of holding my ground on policies and maintaining a respectful environment for all members.

In this particular instance, despite our efforts to address the member’s concerns and find common ground, their behavior persisted, causing disruptions within the club and negatively impacting the overall atmosphere. It was a difficult decision, but I realized that for the sake of our staff and other members’ experience, it was necessary to take a firm stance.

I met with the member to have an honest conversation about their behavior and how it clashed with the culture we had built at Burbank Fitness Club. I explained that we strive to provide a welcoming and respectful environment for all members and that their actions were not aligned with our values. While it was not an easy conversation, it was important to assertively communicate that this wasn’t the right gym for them if they continued to be disrespectful.

This experience taught me the significance of resilience in upholding our principles and maintaining a positive atmosphere for our members. It reinforced the notion that, as a leader, it’s essential to prioritize the well-being and satisfaction of the majority over the demands of a few individuals. By holding firm to our policies and respectfully addressing issues, we fostered an environment where our staff and members felt valued, respected, and supported on their fitness journey.

Contact Info:

• Website: https://www.burbankfitnessclub.com/
• Instagram: https://www.instagram.com/burbankfitnessclub/
• Facebook: https://www.facebook.com/burbankfitnessclub/
• Youtube: https://www.youtube.com/@burbankfitnessclub

Image Credits
Arisha LA Photographer IG handle @arisha_photography