I think some gyms need to take an honest look in the mirror.
Have you perpetuated an environment of disdain by coaches toward parents? Do you care about each and every kid and each and every customer, or only your “superstars”?
I’m going to challenge the premise of the most recent posts in one way—why the heck would you want to wait until you lose customers to get their feedback? Every job I’ve worked in the last 15 years, we survey our customers for anonymous feedback annually. Is it a little uncomfortable, sure. Do you get some screwball answers sometimes? Yes. However you always learn something.
Where else do customers pay $400 plus a month, trust you for many hours with their kids, and generally get ignored if not shown disdain as parents? That environment is dangerous.
How about detailed surveys soliciting specific constructive feedback? Know what?? Most parents care less about Susie being level X than they do about you caring about the well being of their kid and respecting them as parents and paying customers.
I’ve been around long enough to know that how a message is delivered is much more important than what the message is in terms of the reaction you get. And many gymnastics coaches and owners stink at communicating with parents and delivering messages in a positive way. Ask your customers and listen to what they say, if you do care. If you don’t care, well you might be part of the problem.