If you’re a sports facility manager, you know that the most important part of your facility isn’t the games or the food — it’s your customers! Your facility can’t function without people coming to play and have fun. For this reason, customer satisfaction should be your ultimate goal. It’s critical to your success; satisfied customers are more likely to return again and again, recommend your facility to their friends and family, and leave positive reviews to help other people find you. Creating the best possible experience will help your customers leave your facility feeling satisfied and happy, and will help you to continue growing your business with loyal, returning players.
5 Ways to Improve Customer Satisfaction
Here are just a few ways sports facility managers can improve customer satisfaction.
1. Foster a Community Atmosphere
Often, people go to sports facilities because they’re looking to take part in a fun activity that they can enjoy with friends — or they’re looking to find new friends that enjoy the same activities they do! Either way, your sports facility should be a place of community and fun. You can help foster this community atmosphere by encouraging your customers to engage with one another.
Options for community engagement may include:
- Encouraging them to join social media groups to keep up to date with the latest from your facility
- Creating sports leagues
- Hosting events
- And much more — take the time to think about ways you can create a community at your facility!
By working to foster a specific community environment, you enhance the social aspect of your facility (and customer satisfaction!) making it a place that people want to return to so they can spend time playing the games they love with newfound friends.
2. Implement Online Booking and Registration
Nothing is more frustrating to a customer than showing up to a facility and finding that there’s no space for them to play the games they want to play.
Online booking can help address this head-on: give your customers the ability to see availability online and directly book rooms, game spaces, and classes, or register for events. With the right tool, your customers can book in advance and know that every time they walk in your door, you’ll be ready for them.
3. Automate Personalized Notifications and Reminders
What’s new in your facility? What should your customers keep an eye out for? What events should they be adding to their calendars?
One of the best ways to keep your customers happy is to keep them informed. With automated communication, you can keep them in the loop about schedule changes, upcoming events, promotions or discounts, and much more! You’ll stay top of mind and your customers will always know what’s going on at your facility — making them more likely to come back again and again.
4. Train Staff on an Ongoing Basis
How are you managing your facility, your scheduling, and your customer experience? Whatever tools you’re using, it’s vital that your staff have a full understanding of how to operate them. When your staff is well-informed and knows how to use your operations tools, they’ll feel confident and empowered to do their job better. Better yet, they’ll spend less time trying to figure out your tools and more time focusing on the customer. The result? You guessed it: satisfied, happy customers who feel taken care of!
5. Collect Customer Feedback for Continuous Improvement
The best way to understand your customers’ wants and needs is to ask them directly. Sending out regular surveys and asking for customer feedback will allow you to see what’s going well and identify areas for improvement. Your customers will feel listened to and you and your staff can adapt to ensure you’re always giving your customers the best experience possible.
Facility Ally: The Customer Satisfaction Solution for Sports Facility Managers
Customer satisfaction should never be overlooked. So how do you ensure that your customers can easily book their games and keep up-to-date with the latest at your facility while also feeling listened to and excited to work with a facility team that is ready and willing to help them? It seems like a tall order, but Facility Ally can help.
Our fully customizable sports facility management software makes it easy to book your facility and keep your customers in the know. Facility Ally does it all, from member management to real-time booking and automated notifications. Our team will work with you to create a customized setup that works for your team. We’ll even help train your staff to ensure they know how to use the tools at their disposal.
With a high-quality, easy-to-use platform at your fingertips, your team can spend less time booking and handling paperwork and more time on what matters: helping your customers.
Are you ready to transform your customer experience? Let’s have a conversation to see if Facility Ally can help you.
