Feedback4Sports x My35 Blerick
Louk Joris – My35′ Blerick
“The feedback adventure started 1.5 years ago,” opens Louk Joris, co-franchise owner and location manager of My35 Blerick. His dedication to feedback is clear: “Personally, I find it important to receive feedback, but what you do with it is crucial. Together with Feedback4Sports and Clubplanner, we’ve found our own method for working with it.”
Regarding My35’s unique approach, Louk says, “At My35, we differ from traditional fitness centers because we focus on guidance and, in particular, personal attention.” He immediately counters the idea that receiving little feedback means you should stop asking for it: “When you receive little feedback, you might think everything is going well. But we see that members who are not satisfied often don’t take the time to voice it. Members who provide (critical) feedback often want things to improve. They want to stay. The ‘fans’ also enjoy expressing how happy they are with us.”
Louk values the open-ended questions in the surveys the most. “This gives us insight into what truly matters to our members. That information is incredibly valuable. Open questions encourage people to think for themselves instead of just responding to what you want to know. You often gain much more information from open questions.”
“The importance of taking action based on received feedback cannot be underestimated,” emphasizes Louk. “Members need to feel that their opinions matter. This not only motivates the members but also ensures continuous improvement at My35.”
Therefore, My35 Blerick reaches out to everyone who provides feedback through a phone call, personal contact in the club, or a WhatsApp message. One example Louk provides is regarding the bike storage. “Members have indicated that the bike storage isn’t suitable for securing electric bikes. I’m already in conversation with the municipality about this; I can’t control it myself. It’s important to communicate this to my members so they know we’re listening,” Louk shares.
Often inspired by lectures from Jos Burgers in the past, Louk sees every form of feedback as valuable: “Complaining customers are customers who want things to improve. I believe this is a direct quote from Jos. They want to stay with us. I truly see that. People who say nothing and remain negative are more likely to leave.”
Louk is proud of the “10 Commandments of My35 Blerick.” These were partially developed based on experiences with Feedback4Sports. “The commandments are made to clarify what members can expect from us. One of the commandments states that during opening hours, we distribute our time so that every member receives attention. Another commandment states that every member receives a short feedback form from us at least once every six months.”
Louk summarizes: “Feedback4Sports is an essential part of how we continue to improve our service. It’s a tool that helps us stay close to our members and keep improving.”
