So I ventured off to this gym "nearer" to my house,True Fitness. I did a walk in enquiry just to check out what I was potentially paying for the next couple years.
The ambience checked. The equipment checked. Facilities checked. Staff ok at this point. I knew the price, so double checked.
There was the usual pep talk by the sales personnel and then the usual rah-rah grand tour. I kept my cynism as a marketing a***hole at the entrance for today. Just smile and nod.
Here is when everything fell apart (note coming in as a definitely-will-sign-up-client-given-price):-
(1) Through out the whole tour I was being lectured why my current gym was a failure. If I married a horrid man, I don't need constant reminder of my mother's better- would-be choices…but let's smile and nod!
(2) Then I came around to do my BMI. The measurement they gave me was 80kgs and 168cm. Whilst I would admit my recent employer does feed me very well, considering we are in the food business, I would not argue about my weight. But, last checked, I couldn't have surely shrunk by 9 cms ,could I?? Smile and nod. Their BMI figure came out to be 33.3. TO my best knowledge, BMI was taking height divided by weight. Quite surely again, no matter how bad my math is it should not be more than 25; plus it sucks even more that you can actually do arithmetics. Smile and nod.Great, I found I am dangerously obese....tsk.
(3) Through out the tour I am constantly reminded about my body fat and my obesity. I don't know about others, I don't exactly enjoy being call fat in any form of terminology or be reminded on my mistakes on over indulgence of the last 6 months. Thank you. Smile and nod.(4) Then came to the last session. The good old last "P"- price. The huge rah rah about price cuttings, waivers, ask-my-manager-thing and ka ching came to RM107. Ahhh great! For all the name calling and bad maths- FORGIVEN! With -37% savings and chinese genes, its a YES, I DO (in my mind)! But I gave an obvious big smile and nod, threw in a couple of thumbs up about the price .But the chinese genes also mean- thinking through decisions before parting with your money.
(5) The sales personnel then brought out an "agreement" form. Opps…I couldn't remember in any part of our conversation, I actually did say YES, I DO YET, well yes...I did smile and nod... but...! Hmmm…you already want me to sign and give up my credit card details…Very clearly I told the sales personnel, I need one week to get back to the papers...smile and nod!
(6) I push it down nicely and insisted I needed time. Opps…I was then told on my monthly fees should read as RM214/month paying off for next year. Hmmm...smile and nod. This is still ok considering my savings but any company whom borrows a year ahead should have high gearing. That justifies the time I need time to think over my decision.
(7) Relentlessly I had been pestered again and again about him needing to get the best price confirmation from his manager & HQ was a tough move rah-rah. I am sorry, you getting confirmation from your manager is part of your job. It has nothing to do with my commitment to sign up. Smile and nod. I was continuously being asked whether price was the issue. This went on for at least 15 minutes despite me insisting its time (one week) was what I needed before signing up.
(8) Then his manager came out and again asked me what was putting me off to sign it off today. Simple, I needed one week to get back to you and sign it off. At this point I am 80% sure I will be a member by 2009- really its just the price, nothing personal. But I was put on the spot ranted on why, why, why again and again for at least another 15 minutes. Smile and nod.
(9) Finally, me evil marketing side came out. Sarcasm was flaring. I pointed out putting a client on the spot is utmost uncomfortable, this isn't the way for treating a potential client. Despite repeated beating round the bush about no-hard-sell intended and best price, you are not listening to my NEED which is " I needed a week before I will sign off". The week could very well consist of waking up and rushing off to the post office to finally send off my Christmas cards and then driving straight up to the gym to sign up. I don't need to justify why i needed the week!!! Here's the ball breaker- she went on asking me " Why, you need to ask your mother first is it? Or you need to ask your boyfriend first is it". WTF? F*** U, ask YOUR MOTHER more like it.* yes its part of my 09 resolution on the profanity part but buttons were seriously pushed...sorry...now nodding only
(10) Results: very unhappy potential client stompping out. Forget about the whatever F*** guest VIP pass. Really….its all a F***ing waste of time!
People…marketing or client service is simple. Even before I stepped into the gym for a walk in enquiry, I was dead set on signing up because price was a strong determinant. You have got your 1P right which justified all the other 6 Ps (services has 7Ps :-)). But between 1 to 10 the strongest 1P was completely murdered. When your consumers are telling you something, LISTEN! Don't go by your macca's to-say-to-do bible.
Would I have returned in a week to sign up- Of course! Would I return now to sign up- Hell no! Plus, you have got one person to do a great WOM to lead on a potential sale, but because of one very unhappy (potential) consumers, she is doing 396 bad WOM- like writing this post on her blog. So do your math! For the record, my height is 175cm (checked against 3 sources and my July08 medical report). I won't argue on denial-mode about the weight, so it stands at 80kgs. My BMI should have read 26.1. Whilst I agree I need to do something about it, it won't be with True Fitness.
