Just Another Customer

Remember? Please don’t make me remember…

An irritating experience at the beginning of each customer experience is not something that companies should aspire to.

Event: Going to the gym
Location: Columbia, MD
Company: The Columbia Association
Grade for the day: C

I was finally able to drag myself to the gym this morning after a long break. I am reasonably happy with the Columbia Association facilities and their customer service but there is one thing that annoys me to no end. Our plan allows us entry into an upgraded workout room with more equipment (I won’t get into the fact right now that I strongly disagree with this tiered system). However, there is a special code that must be punched into a keypad to open the door. Not unreasonable, I suppose, but association changes this code on a frequent enough basis that I almost always have to ask for the code. Moreover, if you happen to visit one of the other facilities in town, there is a different code for their “private” room. Occasionally, staff will ask if I want a sticker on my ID card with the latest code. Not a bad solution to the problem. However, most of the time the employees don’t ask and I have to ask for the code and the sticker.

This brief interaction at the gym is not really a big deal and I don’t mind that much. The real issue here is that I have a mildly annoying experience each time I walk in the door of the Columbia Association gym. Not a good way for the customer experience to start each visit.