Advancing health through science, education and medicine

News Releases

Stay in touch. Sign up for our core media list, and you’ll get the latest news sent straight to your inbox.

Fitness Pros: Great Member Service is S.M.A.R.T.

by User Not Found | Mar 13, 2013

For Immediate Release:

March 13, 2013        

Fitness Pros: Great Member Service is S.M.A.R.T.

ACSM Summit offers best practices and training tools for fitness pros

LAS VEGAS -- With countless gyms, fitness clubs, group exercise classes and many more exercise opportunities available, what makes an impact in member retention?  Customer service is key, according to Michael Spezzano of Daxko T2 Consulting in Highland Park, Illinois, at the American College of Sports Medicine’s 17th-annual Health & Fitness Summit & Exposition. 

According to Spezzano, the power of positive relationships is a critical piece of turning customers into long-term members.  By thinking about member satisfaction from the perspective of potential and current members, health and fitness professionals can learn how to make the organization’s service mission come to life.

“Health and fitness managers and membership supervisors should stress to club staff that customer service is everyone’s job, not a department. Understanding how to build relationships from the first encounter with potential members is key to their satisfaction as a member,” said Spezzano.

Other topics that will be covered include:

  • Member service performance criteria
  • Standards for performance success
  • Prospective member interview process
  • Secret shopper program
  • Member satisfaction assessment
  • Loyalty and retention
  • Handling member complaints

ACSM offers numerous certifications and other credentials for health and fitness professionals, as well as continuing education and other support. The ACSM Health & Fitness Summit attracts health and fitness professionals certified by ACSM and other organizations who seek the latest information to boost their professional skills and build their practices.

For more information about the ACSM Health & Fitness Summit, please visit


ACSM’s Health & Fitness Summit & Exposition runs through March 15 in Las Vegas. For more information or to arrange an interview, contact 702-946-2042 Annie Spencer at or Lauren Johnson at

The American College of Sports Medicine is the largest sports medicine and exercise science organization in the world. More than 50,000 international, national and regional members and certified professionals are dedicated to advancing and integrating scientific research to provide educational and practical applications of exercise science and sports medicine. NOTE: Information presented at the Summit represents the professional opinions of the presenters and does not necessarily reflect the official position of the American College of Sports Medicine.

The American College of Sports Medicine supports the 10 Criteria for Responsible Health Reporting as articulated by


Featured Publication

 Learn how to effectively lead group exercise with this ACSM resource. You’ll learn skills that can easily be adapted to different environments, including gyms, studios, recreational facilities, and clubs... 
 » Read More