Gold's Gym: Crappy Customer Service

I'd like to add some kind of Pinko flavor to this entry, but I haven't thought of it yet.  Maybe I'll be inspired as I write.

My story is one of bad customer retention and failed salesmanship.  I moved to San Francisco and needed a gym close to my house.  Since I'm currently a member of Gold's, I figured the Gold's on 9th Street was a logical choice.  No dice: since Gold's Gym is franchised, unlike the behemoth that is 24 Hour Fitness, the South Bay Gold's Gyms are in a separate holding company than the San Francisco Gold's (as if I, the consumer, could give a crap:  McDonald's are owned by many different franchise owners, but coupons work at any McDonald's).  The salesperson informed me that for only $200 and a $39 monthly fee, I could have the honor of using the San Francisco gym.  Huh?  My membership status at another Gold's gave me absolutely no special privilege over a random person off the street. 

I go to the gym 3-4 times a week, I've been a Gold's member for over two years, and I've convinced several friends to choose Gold's over other fitness options.  Instead of retaining a valuable member, they pissed me off enough to make me go look at other options.  After shopping around for awhile, I found a new gym that better met my requirements.  As an extra affront to Gold's poor customer retention, I even ended up paying a registration fee and a higher monthly payment.

Companies that don't make an attempt to retain their best customers don't deserve anyone's business.  No matter how good your company is, there are probably better options out there.  If you give your customers a reason to explore other options, then they might just leave.

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Comments

[Tara 'Miss Rogue' Hunt]

I totally agree. I've seen this soooo many times. How hard would it be to share customers between franchises? I mean, it would totally benefit everyone. A zero sum result.

I'm glad you took your business elsewhere and blogged about it.

Gold's is so far away from being Pinko that they are practically colorless. ;)

[kapoor]

Could you send me some information. Gold Gym blocked my usage of the ramp to enter the facility . I WOULD LIKE TO KNOW MORE ABOUT THIS COMPANY. Is it registered in the stock exchange etc.