Do We Really Get What We Pay For?

Do we really get what we pay for?

Working out is something that I begrudgingly do. At one time my body used to maintain itself at a nearly perfect weight effortlessly. I now have to really work hard at carving out time, energy and the will to get in the car and drive to a gym. Knowing how important working out is for my health as well as to serve as a good example to my children, I decided that I would put the theory of, “You get what you pay for," into practice.

The gym I subscribe to shall remain nameless, what I will tell you is that it has all the bells and whistles one could think of and then some. For the most part my family has enjoyed the fitness club and the "good" has definitely outweighed the "bad" until very recently ...

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A few weeks ago I witnessed a very awkward exchange. One of the reps at the front lobby called a female patron by her name as she was leaving the health club and told her that her account would be frozen if she did not pay her bill. The lady a bit flustered came closer to the counter to discuss the situation with the rep. She proceeded to tell him that she was issued a new bank card and she tried to call in the update but was told that they no longer handled that kind of thing over the phone and she would have to physically come in to make the change. She then proceeded to tell the representative that she could make the payment and update them with the new card's number then and there.

The customer service rep responded in the most snarkiest of ways and proceeded to tell her that not only could he not take the payment because it was after hours, but that she would have to make a better effort in coming in during business hours to do so, even if that meant taking the day off from work. He also stated that if she failed to resolve the issue within 24 hours she would not be allowed back in.

As she left in horror, I thought is this really happening? Is such a conversation really taking place in the front lobby? It was such a condescending remark on his behalf and delivered in such an unnecessarily nasty way that it was embarrassing to watch. I don’t think we pay for attitude or nasty commentary. We pay for a nice and clean facility that can offer options.

I would like a pleasant and discreet staff to go along with it. You would think that with the price tag it comes with the customer service would be above par.  At the very least are we not deserving of fantastic service if we are patronizing a business, no matter where we are or what we are paying?

I have not seen this rep at the gym since then but I have seen the customer so I can only assume the club did right by her in the end!

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