While working as a supervisor in a gym, several new classes were introduced. The changes were made in response to a survey of members asking how we could improve, but were implemented without planning by management and the new schedule was causing problems.

One issue was that the manager was organising the staff rota but was too busy to do so effectively, leading to issues with coverage; staff cherry-picking classes and cleaning tasks being skipped. In turn, complaints from members about missed classes, poor training and dirty areas increased.

To address this, I asked to take over the rota and implemented a system that ensured staff rotated around classes in a way that ensured equal coverage and that all trainers built up experience of running the new classes. This ensured consistent service for customers and removed the need to cancel classes when specific trainers were unavailable, which was a cause of frustration for members.

I also noticed the proportion of complaints peaked during busy periods. I observed the gym at these times and realized extra cover was needed, particularly around handovers. The manager was reluctant to accept extra cost, but I reviewed the trends in complaints with him, explaining how this affected customer service and that there was a risk of losing members if it was not addressed.

After implementing the changes, I monitored member feedback and spoke to members frequently to gauge the general sense of satisfaction. There was a clear improvement in feedback and reduction in complaints.

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