Daniel Koppelle – Go!Health Clubs
Enthusiasm is part of the DNA at Go! Health Clubs. Daniël Koppelle, co-owner and manager of operations & academy, knows that passionate employees are the key to satisfied members. “When employees radiate enthusiasm, members notice it.”
Employees who truly care about helping members also want to know how things are really going. But how do you make sure that same feeling exists at every location? Even with franchisees you do not see every day?
That is exactly what Daniël puts a lot of energy into. Go! Health has built its own online academy with e-learnings and handbooks. Every new employee, at any location, completes it within two months. Feedback4Sports is a fixed part of this process. It is not seen as an extra task, but as a natural part of how Go! Health Clubs operates.
“We also explain to members themselves that feedback is very important to us. That we genuinely want to receive it. Honestly, giving feedback can feel uncomfortable. People who give feedback are often members who want to stay and contribute to improvement.”
By displaying feedback on the dashboard of every location, not only franchisees see what is happening, but also the coaches on the gym floor. This allows them to immediately start conversations with members.
In the background, Daniël sometimes checks the feedback from different locations himself. “Sometimes I wonder whether they have actually seen the feedback. But then it turns out they are already working on it,” Daniël says.
Feedback only becomes valuable if you receive it early enough. “Many clubs only ask about someone’s experience after they have cancelled their membership. We already know how people experience the club from the moment they sign up. After that, we continue asking for feedback regularly so we can keep improving.”
Daniël experienced what this means in practice in Spijkenisse. Two women were about to cancel their memberships. Due to a system error, they could not book their bootcamp classes. “That came up through the feedback. I asked them to give us the opportunity to solve it. In the end, they stayed members.” Without feedback, they would have left. And we never would have known why.
And members who do leave? They often do not leave because they are dissatisfied. “Usually they leave because they are moving, for medical reasons, or because they are looking for something different in their sports activities. In general, they are still enthusiastic and satisfied. Sometimes they even come back after a while because they miss us.” That knowledge provides both peace of mind and direction.
“We see how easily our members give feedback through Feedback4Sports. Sometimes it is difficult for us to collect Google reviews. But through Feedback4Sports, people are very willing to share their opinion. It feels like an honest channel, not like ‘just give us five stars because it helps us’,” Daniël explains.
The reviews are also displayed on the Go! Health Clubs website. Potential new members can see real experiences from real gym members before they even walk through the door. With the growth we are experiencing right now, that is not a small detail. It is our business card.
